As a Service Agent it is imperative that you have visibility into relevant events occurring within your organization. Service Monitoring can assist in prioritizing your work by review of the following:
- Highlighting the Incident lifecycle by focusing on time spent per State and per Assignee.
- Are there bottlenecks preventing continuous workflow?
- Review of the calculated time from incident creation to incident closure.
From the Incident Index page notice the right pane of your screen:
Select Service Monitor to reveal a small details screen that includes valuable information regarding this Incident:
The top dropdown menu allows you to select your view:
- A High-Level view - Provides an overview of the time-lapse.
- A historical account of State Changes - Reflects the lifecycle of the Incident as the State changed from New to Assigned etc.
A historical account of Assignee Changes - Reflect all individuals that worked on this Incident.
The lower dropdown menu allows you to determine your view based on:
- Time Spent - Reflects total hours an agent/s has devoted to this Incident between Incident creation to now.
- Time Spent (Business Hours) - Calculates the time agent/s spends on the Incident however only takes business hours into account, not total hours.
- Time Passed Since Creation - Reflects total hours since Incident creation.
- Time Passed Since Creation (Business Hours) - Only accounts for the total amount of business hours since creation of this Incident.
To better understand the details of the dropdown menu, please review the following example:
The VP of Finance was frustrated that the Incident he created 3 days ago has not yet been resolved. Based on Service Monitoring, the IT manager was able to:
- Look into the Incident history
- Review how many times the Incident had been reassigned
- How long it spent with each assignee
The IT manager quickly realized that the ticket had been reassigned 4 time.
To delve deeper into the history, he took another approach. He changed the Service Monitor to focus on the time spent per State of the Incident.
As it turns out, the longest state was Waiting for Input from the VP. As soon as the VP would respond with the requested information, the ticket could be resolved and closed.
The IT manager politely reminded the VP of finance to respond to the important questions posed to address the issue and once obtained, IT quickly resolved the technical issue and closed the Incident.