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.

Beginning with ASM Version 10, embedded Dashboarding and Reporting functionality was provided through the Syncfusion Dashboard Platform. Alemba used the latest version of the Syncfusion Dashboard Platform v4.1.0.84 under a Global Embedded License with Syncfusion. Support for this platform ended December 2024.

From September 2022, the Syncfusion Dashboard Platform entered the Extended Support phase of its product lifecycle until the end of September 2024. As Alemba is a Premium Support partner with Syncfusion, this was extended until the end of December 2024.

As of December 2024 (10.6.8.15038), ASM Supports connections to Bold BI natively for Analytics.

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8.03 Number of incidents and service requests.sydx

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8.4 Average time to respond.sydx

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8.6 Average time to resolve incidents or fulfill service requests.sydx

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8.7 First Contact Incident Resolution and Request Fulfilment Rate.sydx

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8.9 Reopenend Incident Rate.sydx

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8.10 Backlog Management.sydx

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8.11 Percentage of hierarchic escalations (management notifications).sydx

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8.21 Percentage of functional escalations.sydx

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8.23 Average incident resolution time by priority.sydx

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8.24 Average request fulfilment time by priority.sydx

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8.26 Average fulfilment time by service request type.sydx

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8.27 Comparison of service level targets to performance.sydx

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8.28 Service desk knowledge usage.sydx

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8.29 Customer-facing knowledge usage.sydx

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8.30 Service desk knowledge quality and effectiveness.sydx

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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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8.34 Total cost of service delivery.sydx

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8.35 Average cost per incident by channel.sydx

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8.36 Average cost per service request by channel.sydx

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8.44 Incident reduction through problem management.sydx

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Analyst Calls Workload.sydx

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APIAllCalls.syds

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APIAllCallsWithPriorityChanges.syds

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APIAllRequests.syds

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APIAllTasks.syds

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Calls Breaching SLA Agreement.sydx

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Calls by Customer.sydx

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Config Item Heat Map.sydx

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Global Call Management Statistics.sydx

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Global Team Dashboard - Summary.sydx

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Incident Management Hourly Logged Rate.sydx

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Incident Management KPI.sydx

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IPK Status Heat Map.sydx

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IPK Top Ten Report.sydx

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Knowledge Usage.sydx

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Knowledge.syds

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Leadership Dashboard.sydx

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Portal Statistics - Self Service Portal Usage for Call Logging.sydx

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Reason Heat Map.sydx

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Request Completed Relative to Target Date.sydx

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Request Implementation Success.sydx

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Request SLM Performance.sydx

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Service Desk Call Summary.sydx

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Service Heat Map.sydx

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SLM Statistics by Priority.sydx

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Team Requests.sydx

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Teams Calls.sydx

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Teams Tasks.sydx

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Workflow Statistics.sydx

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