---
schema_version: "1"
id: fc430af21a28c86809ca3f3166231e91a7b8b6004ab9101bb4ea4d5521b513f8
title: Incident Manager Dashboard for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_inc_mgr_dashboard.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_mgr_dashboard.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 03cb444d2761caaee3a413a7e76dcff736f8fb86d00237a4a812084c4543261e
description: By using the Incident Manager dashboard, incident managers can track the volume, status, and resolution progress of incidents.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Incident Manager Dashboard for IT Services

By using the Incident Manager dashboard, incident managers can track the volume, status, and resolution progress of incidents.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

Use this dashboard to identify unassigned incidents, analyze open and new incidents by category, assignee, and priority. You can also monitor SLA breaches by agent and track resolution trends by priority, agent, and resolution code.

To access this dashboard, make sure that the incident manager permission set is assigned to your user profile.

Filter the dashboard by time, priority, category, and impact. You can create or customize the reports within the dashboard to meet your business needs. For customization guidance, see [Dashboards](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_overview.htm&type=5&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Incident Manager Dashboard: Analysis Areas and Important Insights">
      <caption>Incident Manager Dashboard: Analysis Areas and Important Insights</caption>
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34146e84">Analysis Area</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34146e87">Important Insights</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">New and Resolved Incidents</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 ">
            <p>How many incidents were created by priority over time?</p>
            <p>How many incidents were resolved by priority over time?</p>
            <p style="margin-bottom:0;">How many incidents were created by each agent, and how are the incidents
              distributed by priority?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Open Incidents Analysis</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 ">
            <p>What percentage of open incidents fall under each priority?</p>
            <p>How are open incidents distributed across categories?</p>
            <p style="margin-bottom:0;">What’s the distribution of resolved incidents by resolution code?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Incident Resolution Analysis</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 ">
            <p>What’s the average resolution time by incident priority?</p>
            <p>What’s the average resolution time by agent?</p>
            <p style="margin-bottom:0;">What’s the distribution of resolved incidents by resolution code?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Incidents Needing Attention</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 ">
            <p>Which incidents remain unassigned?</p>
            <p>How many incidents have exceeded SLA?</p>
            <p style="margin-bottom:0;">How many SLA breaches have occurred for each agent?</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Incidents Table</td>

          <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 ">What are the incident numbers, subjects, assigned users, priority levels,
            creation dates, and current statuses of all incidents?</td>

        </tr>
      </tbody>
    </table>

![\[incident manager dashboard\]](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_inc_mgr_dashboard.png)