Incident Keyword iCube enables you to analyze incidents based on their descriptive text or keywords.
The left panel, titled, DASHBOARD DATA SETS contain the most common attributes and metrics used for analysis.
You can start your analysis in a variety of ways. For example:
The following examples illustrate one of the many analyses you can perform using the Incident Keyword iCube :
If you want to analyze number of opened incidents for a department in a particular month, perform the below tasks:
Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.
Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.
Attribute Name | Description |
---|---|
Assigned To | Person primarily responsible for working on the Incident |
Assigned To Manager | Manager of the person primarily responsible for working on the Incident |
Assignment Group | Group or team of people primarily responsible for working on the Incident |
Assignment Group Manager | Manager of the group or team of the people primarily responsible for working on the Incident |
Backlog Flag | Flag indicates if the Incident is in backlog state |
Calendar Month | Gregorian calendar month |
Calendar Quarter | Gregorian calendar quarter |
Calendar Week | Gregorian calendar week |
Calendar Year | Gregorian calendar year |
Category | Category to which the Incident belongs |
Caused By Change Flag | Flag that indicates the total number of incidents caused by change where the incident ID is greater than 0 |
Caused By Task Flag | Flag that indicates the total number of tasks caused by change where the incident ID is greater than 0 |
CI Category | Category of the Configuration Item like software, hardware and so on as entered in the source |
CI Class |
Classification of the configuration item. For example, Business Service, Application, Server, Computer, and Hardware Computer can be a child class of Hardware, Server can be a sub class of Computer. |
CI Managed By | Person who manages the configuration item |
CI Supported By | Supported By user of the configuration item |
Close Code | Closure code associated with the Incident |
Company | Company associated with the Incident |
Configuration Item (CI) | Configuration item associated with the Incident |
Contact Type | Medium through with Incident was reported |
Customer | Name of the customer |
Date | Gregorian calendar date |
Day of Month | Specified day of the month in which the Incident is reported |
Day of Week | Specified day of the week in which the Incident is reported |
Day of Year | Specified day of the year in which the Incident is reported |
Domain | Domain to which the Incident belongs |
Employee | Name of the employee |
Employee Location | Location to which the employee is associated |
Exclude Flag | Flag that indicates |
Impact | Impact of the Incident |
Incident | Unique identifier of the Incident |
Incident Number | Number associated with the Incident |
Keyword | Keyword given to the Incident at the source system |
Keyword Text Type | Type of the text associated with the Incident |
Location | Location of the Incident |
Met All SLAs Flag | Flag to indicate if the Incident meets all SLAs |
Multiple Assignment Flag | Number of incidents that have had more than one Assignment until it was resolved |
Opened For | Person for whom the Incident is opened |
Opened Hour | Time when the Incident is opened |
Parent Incident Number | Unique identifier to the parent Incident |
Priority | Priority of the Incident |
Priority Escalated Flag | Flag that indicates if the Incident Priority is escalated |
Reopened Flag | Flag indicates if the Incident is reopened |
Severity | Severity of the Incident |
State | Current state of the Incident |
Subcategory | Sub category of the Incident |
Urgency | Urgency of the Incident; Measure of the business criticality based on the impact and on the business needs of the customer |
Week Day Flag | Flag to indicate if this is a week day |
Metric Name | Description | Formula | Expected Values |
---|---|---|---|
Incidents with Keywords | The total number of incidents containing specific keywords. | Count ([Incidents with Keyword Fact]) | >=0 |
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