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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44KB

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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