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Dashboards and Reports (.sydx Files)

Much of this data has or will ship with ASM, however should you ever need to restore, the original files can be found here.

35KB
8.03 Number of incidents and service requests.sydx
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48KB
8.4 Average time to respond.sydx
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34KB
8.6 Average time to resolve incidents or fulfill service requests.sydx
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50KB
8.7 First Contact Incident Resolution and Request Fulfilment Rate.sydx
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37KB
8.9 Reopenend Incident Rate.sydx
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26KB
8.10 Backlog Management.sydx
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70KB
8.11 Percentage of hierarchic escalations (management notifications).sydx
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44KB
8.21 Percentage of functional escalations.sydx
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46KB
8.23 Average incident resolution time by priority.sydx
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46KB
8.24 Average request fulfilment time by priority.sydx
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56KB
8.26 Average fulfilment time by service request type.sydx
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35KB
8.27 Comparison of service level targets to performance.sydx
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44KB
8.28 Service desk knowledge usage.sydx
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45KB
8.29 Customer-facing knowledge usage.sydx
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49KB
8.30 Service desk knowledge quality and effectiveness.sydx
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49KB
8.31 Customer-facing knowledge quality and effectiveness.sydx
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8.33 Monitoring incidents caused by changes measured against target.sydx
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46KB
8.34 Total cost of service delivery.sydx
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51KB
8.35 Average cost per incident by channel.sydx
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48KB
8.36 Average cost per service request by channel.sydx
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39KB
8.44 Incident reduction through problem management.sydx
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47KB
Analyst Calls Workload.sydx
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474KB
APIAllCalls.syds
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84KB
APIAllCallsWithPriorityChanges.syds
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270KB
APIAllRequests.syds
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181KB
APIAllTasks.syds
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99KB
Calls Breaching SLA Agreement.sydx
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54KB
Calls by Customer.sydx
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40KB
Config Item Heat Map.sydx
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48KB
Global Call Management Statistics.sydx
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73KB
Global Team Dashboard - Summary.sydx
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82KB
Incident Management Hourly Logged Rate.sydx
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84KB
Incident Management KPI.sydx
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38KB
IPK Status Heat Map.sydx
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61KB
IPK Top Ten Report.sydx
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37KB
Knowledge Usage.sydx
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130KB
Knowledge.syds
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182KB
Leadership Dashboard.sydx
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61KB
Portal Statistics - Self Service Portal Usage for Call Logging.sydx
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35KB
Reason Heat Map.sydx
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54KB
Request Completed Relative to Target Date.sydx
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44KB
Request Implementation Success.sydx
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56KB
Request SLM Performance.sydx
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65KB
Service Desk Call Summary.sydx
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34KB
Service Heat Map.sydx
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85KB
SLM Statistics by Priority.sydx
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35KB
Team Requests.sydx
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54KB
Teams Calls.sydx
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37KB
Teams Tasks.sydx
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60KB
Workflow Statistics.sydx
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