Operational Dashboard

The operational dashboard, available to 'company' and 'mss' type users, provides up-to-date and detailed information about incidents and requests, facilitating real-time operational monitoring without the need for date filters.

General Information

• Total Incidents/Requests: Displays the total number of incidents and requests recorded in the system.

• Average Resolution Time: Calculates the average time from the creation of the incident to its closure.

• Idle Time Between Messages: Shows the time interval between sending a message and receiving a response.

Incidents/Requests by Status

Presents the distribution of incidents and requests by different statuses.

Recent Incidents/Requests

Lists the most recent incidents and requests in the system.

Incidents/Requests Queue

Organizes, by order of priority, the incidents and requests with 'NEW' status.

General Chart

Visually represents the severity and status of incidents/requests received in the last 24 hours.

Treatment by Severity

Groups information of incidents/requests by severity and treatment status.

Responsibility by Severity

Summarizes incidents/requests by severity and current responsible party.

Interactions Waiting for Response

Lists incidents/requests that are marked as 'waiting for response', from the oldest to the most recent, including the waiting time in the queue.

Analysts by Availability

Displays the online/offline status of analysts linked to 'mss/company' users accessing the dashboard.