Gain insights and key metrics for incidents, issues, support tickets and more

Insights from the Dashboard

The Insights section is found in the Dashboard, our web-based UI. The data-rich visualizations give you the most important metrics for your incident management, bug tracking, Jira and support tickets.

Provide information to key stakeholders and identify bottlenecks or areas where you can boost efficiency.

Filter your incidents and activities weekly, monthly, quarterly or yearly. No matter what filter you apply, at the top of each section you will see a fixed 12-month period (e.g. Number of activities trend), to help identify patterns as trends over time.

Stability and site reliability for engineers

Use incident insights to create a picture about the stability and reliability of software or services with key MTTX data. Under Insights, you will find useful data on the Number of incidents created, a breakdown of incidents by severity levels, Mean Time to Respond and Mean Time to Resolve.

Optimize your processes and build best practices

Insights provide important data on incident or activity response and resolution times. This is especially important for developers and engineers working to optimize systems and build best practices.

Number of incidents by severity

Get an overview of the number of activities that have been created in the time period you’re filtering for. See a percentage breakdown based on severity for the time period shown, as well as the 12-month trend.

Mean Time to Respond

Perhaps one of the most important metrics in incident management, Mean Time to Respond is useful for detecting patterns that enable you to shorten response time.

From the Insights section, this is shown by severity level and also expressed as a percentage of change compared to the equivalent prior time period.

Mean Time to Resolve

The Mean Time to Resolve is the average time to resolve, or conclude an incident. Here you can evaluate the efficiency of your incident management processes which can impact productivity and cost savings.

This section is expressed as a percentage of change compared to the equivalent prior period, also includes the severity level.

Connect. Collaborate. Conclude