Insights and Opportunities for Incident dashboard
The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions.
The Insights and Opportunities for Incident dashboard aggregates incident data across multiple dimensions, giving service desk managers and incident managers the context to identify patterns, address recurring issues, and improve service delivery. The dashboard is available in Service Operations Workspace and updates based on the selected date range. Select any visualization to drill down into the underlying incident records.
The dashboard has two primary views:
- Dashboard view — Displays organization-wide incident analytics across all incidents in the selected period. Use this view to monitor support demand, SLA performance, sentiment, and other operational patterns.
- Trend category view — Displays analytics scoped to a selected incident trend category. Access this view by selecting a row in the Incident trends table. The view includes an AI-generated summary, key metrics, and detailed analytics scoped to the selected trend category.
Dashboard view
The dashboard view provides a broad operational picture across all incidents. It includes the following widgets:
Incident volume
Incident volume over time, with a period-over-period comparison.
SLA status
Incidents on track vs. breached against SLA targets.
Incident sentiment trend
AI-inferred sentiment scores over time.
Incident trends
Incident trend categories, clustered by recurring themes. Select a row to open the trend category view.
Top departments
Departments with the highest incident volume.
Geographic distribution of incidents
Incident concentration by location.
Channel distribution
Incidents by submission channel, such as phone, self-service, email, and chat.
Services by business criticality
Incident volume by the business criticality of the affected service.
Top configuration item classes
CI classes by number of associated incidents.
Top assignment groups with high reassignment count
Assignment groups by total reassignments.
Trend category view
The trend category view includes all Dashboard view widgets scoped to the selected trend category, plus the following:
AI-generated summary
Natural language summary of the selected trend category, including identified issues and probable causes.
Total incidents
Total incidents in the selected trend category within the selected date range.
Average MTTR
Average mean time to resolve (MTTR) for incidents in the selected trend category.
SLA breached incidents
Incidents in the selected trend category that have breached their SLA targets.
Total reassignments
Total reassignments across all incidents in the selected trend category.
Incident priority breakdown
Incidents in the selected trend category by priority level.
Top categories
Incidents in the selected trend category by category.
Top 10 departments by volume
Incident volume by department, broken down by state.
Top assignment group by MTTR
MTTR trends by assignment group for the selected trend category.
SLA-breached open incidents
Open incidents in the selected trend category that have breached their SLA targets.
Associated incidents
Individual incidents that make up the selected trend category, available for detailed review.
Note: The AI-generated summary may not reflect all details of the trend category. Review the associated incident records to verify accuracy before taking action.
Related topics