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MTTR Reduction dashboard

The Mean Time to Resolve (MTTR) Reduction dashboard enables you to get detailed insights into the list of Assignment Groups where the service incident delivery continues to degrade due to the increase in MTTR month by month. With this dashboard, you can review group performance factors and individual performance factors that contribute to the increase in MTTR.

With this dashboard, you can also analyze whether the MTTR increase is due to high inflow of incidents, or it is due to any group performance factors, or individual performance factors.

The MTTR Reduction dashboard enables Senior Leaders to answer the following business questions:

Provide summarized views and historical service delivery result trends with top opportunities for continuous improvement across resolution time, delivery friction, and problem remediation
Highlight top areas for proactive problem remediation and action with visibility into top incident topic clusters that do not yet have associated problems
Provide visibility into the performance of Leaders and Assignment Groups with worsening MTTR trends, the specific contributing causes and improvement opportunities
Recommend top catalog items to reduce service delivery friction through visibility across request volume, delivery time and delivery friction performance factors
Rank customer impact of service delivery and identify associated causes based on the MTTR and delivery friction performance of different type of service tasks

You can use the Leader and Group Manager filters in the dashboard to analyze data related to specific Leaders and Group managers.

The MTTR Reduction dashboard consists of the following sections:

KPIs
- MTTR (Days): Displays the average number of days taken to resolve incidents in the last 30 days
- Recommendation and Researching: Displays recommendations and further actions for improvement plans improve the service delivery by reducing the overall MTTR.
  For example, if the 30-day Growth of Incident Backlog is higher than the average Incident Backlog Volume for any Group Manager, then these recommendations can be utilized for researching to reduce MTTR and thereby increasing the service delivery.
MTTR Opportunity Plot: This report is represented as a heat map and enables you to view the Incident Volume and the overall MTTR. The Incident volume values are denoted as squares in the heat map and the colors represent the MTTR. Red and Green colors signify higher and lower MTTR respectively and the varying shades indicate the intermediate buckets for Incident MTTR.
Based on the selection of filters in the dashboard, the MTTR Opportunity Plot section is refreshed.
MTTR by Assignment Group: The MTTR by Assignment Group section is driven by the MTTR Opportunity Plot selection and also from the selection of Assignment Group from the MTTR by Assignment Group. The MTTR by Assignment Group displays details such as incident volume, % of total MTTR, and incident backlog of the corresponding Assignment Group. You can click the required name of the Assignment Group to view specific factors that contribute to high MTTR such as First Call Resolution, Incident Backlog, Incident Volume, and so on.
MTTR Backlog Trend: This graph displays the trend of the incident backlog and total MTTR in the last 13 months. This section is driven by the selection of the Assignment Group from the MTTR by Assignment Group section and by MTTR Opportunity Plot section.
Group Performance Factors: This section displays all the performance factors such as First Call Resolution (FCR), Incident Backlog, and so on for the selected Assignment Group. This section is driven by the selection of the Assignment Group from the MTTR by Assignment Group section and by MTTR Opportunity Plot section.
- FCR: Displays FCR details of the Assignment Group in the last 30 days
- Incident backlog: Displays the total number of open incidents that are pending resolution as of a specific point in time, such as the end of the working day in the last 30 days
- Reassignment Rate: Displays the reassignment rate of the Assignment Group in the last 30 days
- KB Usage: Displays the percentage of the Knowledge Base (KB) used by the Assignment Group to resolve incidents in the last 30 days
- Distinct Requestors: Displays the total number of distinct requestors, that is number of persons who created incidents or opened incidents in the last 30 days
- Avg. MTTR Dev: Average MTTR deviation between the overall Assignment Groups and for the selected Assignment Groups in the last 30 days
Individual Performance Factors: This section displays all individual performance factors such as Incident Volume, Wait time days, and so on for the selected individual. This section is driven by the selection of the Assignment Group from the MTTR by Assignment Group section and by MTTR Opportunity Plot section.
- % of Group MTTR: Displays the percentage of MTTR between the selected individual to the MTTR of the selected Assignment Group in the last 30 days
- Incident Volume: Displays the total number of incident volumes for the individual in the last 30 days
- Incident Backlog: Displays the total number of open incidents that are pending resolution as of a specific point in time, such as the end of the working day for the individual in the last 30 days
- Wait Time (Days): Displays the average wait time in days that an individual has taken for resolving requests in the last 30 days
- Reassignment Rate: Displays the total number of reassigned incidents in the last 30 days
- Reopen Rate: Displays the number of incidents that are reopened by the individual in the last 30 days

Note: The thresholds defined for KPIs in this dashboard can be configured according to your business needs.

Metrics used

Metric Name	Description
MTTR (Days)	The elapsed time between the Incident creation and resolution. The elapsed time is measured as the total time open.
Recommendation Metric Value	List of metrics identified for providing recommendations on dashboards
Recommendation Trigger Value	Trigger condition when the recommendation is needed. This is just for info purpose
Incident Volume	Count of Opened Incidents
Backlog Volume	Count of Incidents that are in the backlog - 'Open' or 'In-Progress' state
% of Total MTTR	Percentage of total Mean Time to Resolve
30-Day MTTR	Growth of Mean Time to Resolve in the last 30 days
Incident Backlog	Count of Incidents that are in the backlog - 'Open' or 'In-Progress' state
First Call Resolution	Indicates if the administrator to comprehend if the customer's problem or inquiry has been resolved by the technician in the first call.
Reassignment Rate	Total number of incidents that have been reassigned
KB Usage Rate	Displays the percentage of the Knowledge Base (KB)
Distinct Requestors	Total count of distinct requestors
Avg MTTR Deviation	Average MTTR deviation between the overall Assignment Groups and for the selected Assignment Groups
% of Group MTTR	Displays the percentage of MTTR between the selected individual to the MTTR of the selected Assignment Group
Wait Time (Days)	Total number of wait time
Reopen Rate	Percentage of Incidents that have been reopened
% of Group Backlog	Displays the percentage of backlog between the selected individual to the backlog of the selected Assignment Group
KB Usage	Displays the percentage of the Knowledge Base (KB) used for reducing MTTR