Incident KPI Trend

ServiceManager.Report.IncidentManagement.IncidentKPITrend (Report)

This report provides the number of incidents, including how many of them are past their target resolution time, how many have been escalated, the average time to resolution, the labor minutes per incident, and the size of the backlog. The data can be grouped by Classification or Category as well as by Day, Week, Month, Quarter or Year.

Element properties:

Accessibility	Public
Visible	True

Report Localization:

*R.ReportName*	Incident KPI Trend
*R.ReportDescriptionLabel*	Expand this section to see a full description of this report and any applicable filter criteria
*R.ReportDescription*	This report provides the number of incidents, including how many of them are past their target resolution time, how many have been escalated, the average time to resolution, the labor minutes per incident, and the size of the backlog. The dat
*R.ReportGeneratedLabel*	Report generated
*R.StartEndDateLabel*	Start and end time
*R.StartEndDateFormat*	From {0} to {1}
*R.DateFilterLabel*	Date filter
*R.TimeAggregationLabel*	Date Rollup
*R.GroupByLabel*	Report Series
*R.ClassificationLabel*	Classification Category
*R.SupportGroupLabel*	Support Group
*R.ServiceLabel*	Service
*R.QueueLabel*	Queue
*R.PriorityLabel*	Priority
*R.BacklogLabel*	Incidents in Backlog
*R.SourceLabel*	Source
*R.StatusLabel*	Status
*R.UrgencyLabel*	Urgency
*R.ImpactLabel*	Impact
*C.NoData*	No data
*C.AvgTimeToResolution*	Avg. Time to Resolution (Hours)
*C.IncidentCount*	Incidents
*C.ChartTitle*	Incidents Key Performance Indicators (KPI)
*T.IncidentCount*	Incidents
*T.NotInSLACount*	Incidents Past Target Resolution Time
*T.EscalatedCount*	Escalated Incidents
*T.AverageTimeToResolution*	Avg. Time to Resolution (Hours)
*T.AverageTimeWorked*	Avg. Minutes per Incident
*T.ReopenedCount*	Reopened Incidents
*T.ResolvedByFirstContactCount*	# resolved by first contact
*T.BacklogCount*	Incidents in Backlog
*T.MinutesFormat*	{0} minutes
*P.A.Daily*	Daily
*P.A.Weekly*	Weekly
*P.A.Monthly*	Monthly
*P.A.Quarterly*	Quarterly
*P.A.Yearly*	Yearly
*P.DF.CreatedDate*	Created date
*P.DF.ResolvedDate*	Resolved Date
*P.DF.ClosedDate*	Closed date
*P.G.Aggregation*	Date Rollup
*P.G.Classification*	Classification Category
*P.G.SupportGroup*	Support Group
*P.All*	(All)

Source Code:

<Report ID="ServiceManager.Report.IncidentManagement.IncidentKPITrend" Accessibility="Public" Target="Incident!System.WorkItem.Incident" Visible="true">

  <Dependencies>

    <Dimension>DWBase!UserDim</Dimension>

    <Dimension>IncidentDW!IncidentDim</Dimension>

    <DataWarehouseScript>ServiceManager.Report.IncidentManagement.SP.GetIncidentKPITrendData.Script</DataWarehouseScript>

    <DataWarehouseScript>SMReportCommon!ServiceManager.Report.Common.Function.fn_CSVToTableString.Script</DataWarehouseScript>

    <DataWarehouseScript>SMReportCommon!ServiceManager.Report.Common.Function.fn_CSVToTableInt.Script</DataWarehouseScript>

    <ReportResource>SMReportCommon!Report_Header_Potrait.png</ReportResource>

    <ReportResource>SMReportCommon!Report_Header_Landscape.png</ReportResource>

    <ReportResource>SMReportCommon!horizontal_line_gradient.png</ReportResource>

  </Dependencies>

  <ParameterBlock xmlns="http://schemas.microsoft.com/mom/reporting/2007/ReportParameterSettings" columns="3">

    <Controls>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.SingleValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="DateFilter">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.DateFilter</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.SingleValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="TimeAggregation">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Aggregation</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.SingleValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="GroupByForReport">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.GroupByForReport</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="2" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.RelativeDatePickerValueEditor">

        <ReportParameters>

          <ReportParameter name="TimeZone" binding="TimeZone">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.TimeZone</Prompt>

          </ReportParameter>

          <ReportParameter name="TimeZoneName" binding="TimeZoneName"/>

          <ReportParameter name="StartDate_BaseType" binding="StartDate_BaseType"/>

          <ReportParameter name="StartDate_BaseValue" binding="StartDate_BaseValue">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.StartDate</Prompt>

          </ReportParameter>

          <ReportParameter name="StartDate_OffsetType" binding="StartDate_OffsetType"/>

          <ReportParameter name="StartDate_OffsetValue" binding="StartDate_OffsetValue"/>

          <ReportParameter name="EndDate_BaseType" binding="EndDate_BaseType"/>

          <ReportParameter name="EndDate_BaseValue" binding="EndDate_BaseValue">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.EndDate</Prompt>

          </ReportParameter>

          <ReportParameter name="EndDate_OffsetType" binding="EndDate_OffsetType"/>

          <ReportParameter name="EndDate_OffsetValue" binding="EndDate_OffsetValue"/>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Classification">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Classification</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentClassification</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="SupportGroup">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.SupportGroup</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentTierQueues</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.MultiValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Service">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Service</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Status">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Status</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentStatus</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Impact">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Impact</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentImpact</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Urgency">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Urgency</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentUrgency</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.MultiValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Priority">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Priority</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Source">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Source</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentSource</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.MultiValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Queue">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Queue</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.StringValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Backlog">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Backlog</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

    </Controls>

  </ParameterBlock>

  <ReportDefinition>ServiceManager.Report.IncidentManagement.IncidentKPITrend.ReportRdl</ReportDefinition>

  <ReportStrings>

    <ReportString ID="R.ReportName"/>

    <ReportString ID="R.ReportDescriptionLabel"/>

    <ReportString ID="R.ReportDescription"/>

    <ReportString ID="R.ReportGeneratedLabel"/>

    <ReportString ID="R.StartEndDateLabel"/>

    <ReportString ID="R.StartEndDateFormat"/>

    <ReportString ID="R.DateFilterLabel"/>

    <ReportString ID="R.TimeAggregationLabel"/>

    <ReportString ID="R.GroupByLabel"/>

    <ReportString ID="R.ClassificationLabel"/>

    <ReportString ID="R.SupportGroupLabel"/>

    <ReportString ID="R.ServiceLabel"/>

    <ReportString ID="R.QueueLabel"/>

    <ReportString ID="R.PriorityLabel"/>

    <ReportString ID="R.BacklogLabel"/>

    <ReportString ID="R.SourceLabel"/>

    <ReportString ID="R.StatusLabel"/>

    <ReportString ID="R.UrgencyLabel"/>

    <ReportString ID="R.ImpactLabel"/>

    <ReportString ID="C.NoData"/>

    <ReportString ID="C.AvgTimeToResolution"/>

    <ReportString ID="C.IncidentCount"/>

    <ReportString ID="C.ChartTitle"/>

    <ReportString ID="T.IncidentCount"/>

    <ReportString ID="T.NotInSLACount"/>

    <ReportString ID="T.EscalatedCount"/>

    <ReportString ID="T.AverageTimeToResolution"/>

    <ReportString ID="T.AverageTimeWorked"/>

    <ReportString ID="T.ReopenedCount"/>

    <ReportString ID="T.ResolvedByFirstContactCount"/>

    <ReportString ID="T.BacklogCount"/>

    <ReportString ID="T.MinutesFormat"/>

    <ReportString ID="P.A.Daily"/>

    <ReportString ID="P.A.Weekly"/>

    <ReportString ID="P.A.Monthly"/>

    <ReportString ID="P.A.Quarterly"/>

    <ReportString ID="P.A.Yearly"/>

    <ReportString ID="P.DF.CreatedDate"/>

    <ReportString ID="P.DF.ResolvedDate"/>

    <ReportString ID="P.DF.ClosedDate"/>

    <ReportString ID="P.G.Queue"/>

    <ReportString ID="P.G.Aggregation"/>

    <ReportString ID="P.G.Classification"/>

    <ReportString ID="P.G.SupportGroup"/>

    <ReportString ID="P.All"/>

  </ReportStrings>

</Report>