Analytics, Dashboarding, and Reporting for ITSM

Key metrics, such as ticket volumes, SLA attainment, MTTR/MTTA, FCR, CSAT, and change success, provide valuable insights into the health and efficiency of service delivery. By analyzing these metrics and their trends, organizations can optimize resource allocation, enhance customer satisfaction, and ensure reliable and consistent service.

Xurrent’s analytics solution is designed to bridge the gap between raw operational activity and actionable intelligence. We offer real-time dashboards and over 400 ready-made reports, eliminating the need for extensive scoping of operational intelligence. These reports transform raw operational data into meaningful and actionable KPIs from day one.

Efficient service desk operations rely on key metrics, including priority-based ticket management, proactive SLA risk tracking, queue management for balanced team resourcing, aging analysis to prevent stagnant tasks, and daily throughput tracking to enhance overall productivity. AI-based platforms measure the number of Tier 1 tickets deflected by AI agents, as well as the CSAT scores of both virtual and human agents.

Xurrent empowers leaders with its no-code customization capabilities, allowing them to tailor operational views without requiring complex coding or IT support. No-code widgets enable users to create customized, role-based dashboards that present relevant information tailored to their needs.

The most critical KPIs can be subjective and are often related to the SLAs an organization sets for its clients, such as onboarding, availability, or support response time. Common KPIs are MTTR/MTTA, SLA compliance, first response time, first contact resolution time, backlog age, reopen rate, deflection/self-service usage, and CSAT.

Real-time dashboards significantly enhance SLA performance by providing proactive visibility into potential issues, allowing teams to address risks proactively. These dashboards act as an early warning system, revealing risks at their nascent stages and enabling teams to identify emerging problems to take immediate corrective action. 

Xurrent integrates advanced features like dynamic SLA timers and threshold alerts directly into its dashboards. These features visibly track remaining time before an SLA is breached and automatically trigger nudges or auto-escalations when key metrics approach predefined thresholds, minimizing human error and ensuring prompt responses to critical events.

Executives and business owners prioritize business outcomes, not IT ticketing details. ITSM analytics provide tailored views, simplifying complex IT data into understandable metrics, such as SLA health, user experience, and operational costs. Executive dashboards shift  IT's perception from a cost center to a strategic partner, demonstrating its impact on profitability and efficiency. This empowers informed decisions, driving growth and optimizing resource allocation.

Xurrent's shareable, read-only dashboards keep leadership informed, streamlining communication and fostering alignment between IT and other business units without extensive IT effort for custom reports.

Not for day-to-day operations; built-in analytics cover most needs, while exports/APIs feed enterprise BI if required.

Xurrent’s native reporting and library of best-practice dashboards aim to replace complex BI setups, driving valuable insights from operations data on day one. Our library of integrations also ensures operations data is curated to your data lake or BI tool via API when you need deeper modeling.