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  5. Service Insight Fields
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  1. Help
  2. Using the System
  3. Records
  4. Service Insight
  5. Service Insight Fields
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Service Insight Fields

The table below lists the fields of the Service Insight Dashboard and provides utilization guidelines for each field.

The table below lists the fields of the Service Insight Dashboard and provides utilization guidelines for each field.

Field LabelUtilization Guideline
Service Provider The Service Provider field is used to indicate the provider of the service.
SLA Targets The SLA targets field is used to indicate whether the current month's SLA targets are met or breached.
Current risk level The Current risk level field is used to indicate whether the current risk is none, low, medium or high.
KPI - Past 12 Months
Availability The monthly Availability is calculated as a percentage of the time that the service was not down during service hours.
Reliability The monthly Reliability is calculated as the number of times that the service was unavailable for covered people compared to the agreed service level.
Responses within target The monthly Responses within target is based on the number of affected SLAs where the SLA response target has been set in a given month. The percentage is calculated by dividing the number of affected SLAs where the response target has been met by the total number of affected SLAs with the actual response time set in the given month.
Resolutions within target The monthly Resolutions within target is based on the number of affected SLAs where the SLA resolution target has been set in a given month. The percentage is calculated by dividing the number of affected SLAs where the resolution target has been met by the total number of affected SLAs with the actual resolution time set in the given month. The graph includes the last 12 months, where the last month is the month to date.
Customer Satisfaction
Customer satisfaction The percentage shown is the percentage of requests that received positive feedback in the previous plus the current month.
Satisfied The Satisfied link shows the resolutions with positive feedback. The cut-off date is based on the moment the feedback was given.
Dissatisfied The Dissatisfied link shows the resolutions with negative feedback. The cut-off date is based on the moment the feedback was given.
Response rate The Response rate link shows the percentage of resolutions that received feedback. The cut-off date is based on the moment the request was completed.
User Experience
User Experience The user experience or customer service rating is calculated by taking the average of all completed survey responses in the 12 month period ending in the selected month. For the current month, the calculation includes today's completed responses.
Cost
Cost The cost bar graph shows the cost of expenses (dark blue) and time spent (light blue) over the last 13 months, where the last month is the current, incomplete month.