Analyze Performance with Dashboards
Learning Objectives
After completing this unit, you’ll be able to:
- Monitor personal workloads and team performance using the Fulfiller and Manager dashboards.
- Identify key performance indicators (KPIs) for Incidents and Problems to maintain overall service health.
Your Personal Control Room
You’ve learned how to fight fires (incidents) and fireproof the building (problems). But how do you know if you’re winning the war against downtime? In Agentforce IT Service, the Home page is your control room. It features prebuilt dashboards that give you a complete visual overview of your service operations.
The system includes four out-of-the-box dashboards that parallel the personas you learned about in previous units: incident fulfiller, incident manager, problem fulfiller, and problem manager. What you see depends on who you are, ensuring you focus on the data that matters most to your day-to-day work.
Incident Fulfiller Dashboard
If you are an agent on the front lines, this dashboard answers the critical question: What’s on my plate right now? The Incident Fulfiller Dashboard shows data the fulfiller owns. The dashboard data is organized into sections.
- New and Resolved Incidents
- Open Incidents Analysis
- Incident Resolution Analysis
- Incident Needing Attention
This dashboard filters out the noise so you can focus strictly on your specific assignments. It helps you prioritize your day by visualizing your workload based on urgency and status. Use the New and Resolved Incidents charts to track your velocity—are you closing tickets as fast as they come in? The Open Incidents Analysis charts help you group your work; for example, if you see a large slice of network issues in the Open Incidents by Category chart, you might tackle those together to stay in the flow. This is another example of a human in the loop. If you see network issues spike from one day to the next, you can propose a major incident and let the incident manager approve or reject it.
Speaking of the incident manager, read on to explore that dashboard!
Incident Manager Dashboard
While fulfillers focus on their daily workload, managers need a bird’s-eye view. Consider Orivian Global Holdings, a large conglomerate spanning industries from EdTech to BioSolutions. Orivian’s complex IT environment demands consistent service delivery, so managers must constantly assess how their team is performing.
The Incident Manager dashboard aggregates data across the entire organization to help managers spot bottlenecks before they impact the business. They can monitor the New Incidents by Agent to see who is overloaded and might need help. The Open Incidents Analysis allows you to spot trends. For instance, a spike in Open Incidents by Priority set to Critical can indicate a major outage in progress, like a global VPN failure that brought Orivian’s operations to a halt. You can also track Resolution Trends to see if the team is getting faster or slower over time. As you learned earlier, some incidents escalate to problems.
Let’s look at the problem dashboards next.
Problem Fulfiller Dashboard
This dashboard shifts focus from speed to depth, helping problem fulfillers prioritize active investigations. Similar to the incident dashboards, the Problem Fulfiller Dashboard shows only data owned by the individual fulfiller, and is organized by sections.
- New and Resolved Problems
- Open Problems
- Problem Resolution
- Problems Requiring Attention
Root cause analysis takes time, but you still need to track progress. This dashboard helps you manage your caseload by comparing New vs. Resolved Problems. Use the Open Problems by Priority chart to ensure you are working on Critical problems first, rather than getting bogged down in lower-priority investigations. The By Category chart helps you identify if your assigned problems are clustered in a specific area, like Hardware or Network, which might require you to pull in subject matter experts into a meeting or a Slack Swarm.
Problem Manager Dashboard
This dashboard is vital for identifying the systemic root causes that are eating up your team’s time and threatening stability. Once again, managers need a bird’s-eye view to answer: How is the team performing? The Problem Manager dashboard provides that high level, aggregate view across the team.
Use this high-level view to track the Resolution Efficiency of your team. Are problems like Orivian’s recurring VPN connectivity errors piling up faster than they are being solved? The Open Problems by Category chart is particularly useful here; a massive slice for the Database category might indicate a larger infrastructure issue that needs a dedicated project or Change Request. For example, if network throughput is constrained, many database requests could be timing out. You can also view New Problems by Fulfiller Agent to ensure that complex investigations are distributed evenly across your staff.
Wrap-Up
Great job! You’ve successfully explored the Agentforce IT Service landscape. You started with a quick review of the basics of incident and problem management. You then learned how to manage the lifecycle of an incident, from intake to major escalation. You explored how to analyze root causes to solve problems in a more permanent fashion. Finally, you stepped into the control room to see how role-based dashboards help your team keep a pulse on the entire operation. Check out the resources below to dive deeper, then head to the last quiz to prove your skills.