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How to Build an Incident Management Dashboard for First Call Resolution in PowerBI

Last modified: November 26, 2019
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Estimated reading time: 6 min


How to Build an Incident Management Dashboard for First Call Resolution in PowerBI


In this article, we will make a report to examine the first call resolution. By using a treemap and scatter chart, we will be able to see a timeline of data to help us examine this metric more fully.

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Step 1: Select a multidimensional database (MDB)

Step 2: Select an ‘Incident Management’ cube

Step 3: Select the ‘OK’ button

Step 4: Select the search bar, and type in ‘Assignment Group’

Step 5: Click and hold on the ‘Assignment Group’ field

Step 6: Drag it over to the ‘Filters on all pages’ section

Step 7: Select the checkbox for the ‘Select all’ option

Step 8: Now select the empty checkbox underneath so we can exclude the values without an Assignment Group

Step 9: Select the search bar, delete the last query and type in ‘date.value’

Step 10: Click and hold on the ‘Date.Value’ field

Step 11: Drag it over to the ‘Filters on all pages’

Step 12: Select the dropdown chart under ‘Filter type’

Step 13: Select the ‘Advanced filtering’ option

Step 14: Now select the dropdown chart under ‘Show items when the value’

Step 15: Select the ‘is before’ option

Step 16: Select the date field to enter ‘8/1/2017’

Step 17: Select the ‘Apply filter’ button

Step 18: Select the arrow to close the ‘Filters’ pane

KPI

Step 19: Select the ‘KPI’ option from under ‘Visualizations’

Step 20: Select the search bar, delete the last query and type in ‘first call resolution’

Step 21: Click and hold on the ‘Value’ section

Step 22: Drag it over to the ‘Indicator’ section

Step 23: Click and hold on the ‘Goal’ section

Step 24: Drag it over to the ‘Target goals’ section

Step 25: Select the search bar, delete the last query and type in ‘months’

Step 26: Click and hold on the ‘Months’ field from under ‘Time – Opened Date’

Step 27: Drag it over to the ‘Trend axis’ section

Step 28: Click and hold on visualizations to move them around the report and drag the edges to resize them. We’ll do that in between steps from now on

Stacked Bar Chart

Step 29: Select the ‘Stacked bar chart’ from under ‘Visualizations’

Step 30: Select the search bar, delete the last query and type in ‘hierarchy – category’

Step 31: Select the ‘Hierarchy – Category’ field set

Step 32: Delete the ‘Number’ field from the hierarchy by selecting the ‘x’ symbol

Step 33: Select the search bar, delete the last query and type in ‘incidents not resolved first call’

Step 34: Click and hold on the ‘Incidents not Resolved First Call’ field

Step 35: Drag it over to the ‘Value’ section

Step 36: Select the search bar, delete the last query and type in ‘incidents resolved first call’

Step 37: Click and hold on the ‘Incidents Resolved First Call’ field

Step 38: Drag it over to the ‘Value’ section

Step 39: Select the search bar, delete the last query and type in ‘first call resolution’

Step 40: Click and hold on the ‘First Call Resolution’ field

Step 41: Drag it over to the ‘Tooltips’ section

Step 42: Select the paint-roller icon to go to the ‘Format’ section

Step 43: Select the switch for the ‘Data labels’ section

Step 44: Select the arrow to open the ‘Data colors’ section

Step 45: Select the color for ‘Incidents not Resolved First Call’

Step 46: Select the ‘Custom color’ button

Step 47: Select a color or use a hexadecimal code. We’ll use #’C0392B’

Step 48: Follow the same process to select the color for the ‘Incidents Resolved First Call’. This time we’ll use #’27AE60’

Scatter Chart

Step 49: Select the ‘Scatter chart’ from under ‘Visualizations’

Step 50: Select the search field, delete the last query, and type in ‘configuration item’

Step 51: Click and hold on the ‘Configuration Item’ field

Step 52: Drag it over to the ‘Legend’ section

Step 53: Select the search field, delete the last query, and type in ‘incidents per day – rolling 7’

Step 54: Click and hold on the ‘Incidents per Day – Rolling 7’

Step 55: Drag it over to the ‘X Axis’ section

Step 56: Select the search field, delete the last query, and type in ‘percentage of incidents not resolved’

Step 57: Click and hold on the ‘Percentage of Incidents Not Resolved’

Step 58: Drag it over to the ‘Y Axis’ section

Step 59: Select the search field, delete the last query, and type in ‘incidents total’s

Step 60: Click and hold on the ‘Incidents Total’ field

Step 61: Drag it over to the ‘Size’ section

Step 62: Select the search field, delete the last query, and type in ‘date.value’

Step 63: Click and hold on the ‘Date.Value’ section

Step 64: Drag it over to the ‘Play Axis’ section 

Step 65: Select the search field, delete the last query, and type in ‘first call resolution’

Step 66: Click and hold on the ‘First Call Resolution’ field

Step 67: Drag it over to the ‘Tooltips’ section

Step 68: Select the arrow to open the ‘Filters’ pane

Step 69: Select the arrow to expand the ‘Configuration Item’ filter

Step 70: Select the dropdown bar under ‘Filter type’

Step 71: Select the ‘Top N’ option

Step 72: Select the text field next and enter ‘20’

Step 73: Select the search field, delete the last query, and type in ‘incidents total’

Step 74: Click and hold on the ‘Incidents Total’ field

Step 75: Drag it over to the ‘By value’ section

Step 76: Select the ‘Apply filter’ button

Step 77: Select the arrow at the top of the ‘Filters’ section to close it

Step 78: Select the paint-roller icon to go to the ‘Format’ section

Step 79: Select the switch for ‘Legend’

Step 80: Select the switch for ‘Category’

Step 81: Select the switch for ‘Background’

Treemap

Step 82: Select the ‘Treemap’ from under ‘Visualizations’

Step 83: Select the search bar, delete the last query, and type in ’assignment group’

Step 84: Click and hold on the ‘Assignment Group’ field

Step 85: Drag it over to the ‘Group’ area

Step 86: Select the search field, delete the last query, and type in ‘incidents total’

Step 87: Click and hold on the ‘Incidents Total’ section

Step 88: Drag it over to the ‘Values’ section

Step 89: Select the search field, delete the last query, and type in ‘first call resolution’

Step 90: Click and hold on the ‘First Call Resolution’

Step 91: Drag it over to the ‘Tooltips’ section

Step 92: Select the paint-roller icon to go to the ‘Format’ section

Step 93: Select the dropdown arrows for the ‘Data colors’ section

Step 94: Select the ‘Advanced controls’ button

Step 95: Select the ‘Diverging’ checkbox

Step 96: Select the dropdown list under ‘Based on field’

Step 97: Select the search field and type in ‘first call resolution’

Step 98: Select the ‘First Call Resolution’ field

Step 99: Select the color for the Minimum values

Step 100: Select the ‘Custom color’ option

 Step 101: Select a color from the color wheel or enter a hexadecimal code. We’ll use #’C0392B’ as a red color to indicate negativity

Step 102: Select the color for the Center values by following the same process. This time we’ll use #’F1C40F’

Step 103: Select the color for the Maximum values. Here we’ll use #’27AE60’

Step 104: Select the ‘OK’ button

Slicer

Step 105: Now we’ll set up an array of slicers that will allow us to dynamically filter the report. To begin, select the ‘Slicer’ from under ‘Visualizations’

Step 106: Select the search bar, delete the last query, and type in ‘date.value’

Step 107: Select the ‘Date.Value’ section from under ‘Time – Opened Date’

Step 108: Select the text field to enter a start date. We’ll use ‘6/18/2017’

Slicer

Step 109: Select another ‘Slicer’ from under ‘Visualizations’

Step 110: Select the search bar, delete the last query, and type in ‘category’

Step 111: Select the ‘Category’ field

Step 112: Select the arrow in the top right corner of the slicer

Step 113: Select the ‘Dropdown’ option

Slicer

Step 114: Select another ‘Slicer’ from under ‘Visualizations’

Step 115: Select the search bar, delete the last query, and type in ‘configuration item’

Step 116: Select the ‘Configuration Item’ field

Step 117: Select the arrow in the top right corner of the slicer

Step 118: Select the ‘Dropdown’ option

Slicer

Step 119: Add another ‘Slicer’ from under ‘Visualizations’

Step 120: Select the search bar, delete the last query, and type in ‘assigned support company’

Step 121: Select the ‘Assigned Support Company’ field

Step 122: Select the arrow in the top right corner of the slicer

Step 123: Select the ‘Dropdown’ option

Slicer

Step 124: Select a slicer from under ‘Visualizations’

Step 125: Select the search bar, delete the last query, and type in ‘assigned support organization’

Step 126: Select the ‘Assigned Support Organization’ field

Step 127: Select the arrow in the top right corner of the slicer

Step 128: Select the ‘Dropdown’ option

Slicer

Step 129: Select another ‘Slicer’ from under ‘Visualizations’

Step 130: Select the search bar, delete the last query, and type in ‘assignment group’

Step 131: Select the ‘Assignment Group’ field

Step 132: Select the arrow in the top right corner of the chart

Step 133: Select the ‘Dropdown’ option

Step 134: Now that we’ve finished setting up the slicers, we can dynamically filter the chart by selecting various areas to add focus. Select an area in the Treemap to see that area highlighted in the rest of the report

Step 135: Select the same area again to remove the focus

Step 136: Select one of the dropdown charts in the slicer to add filters. Select the dropdown chart under ‘Category’

Step 137: Select the ‘Facilities’ option to see the filter added

Step 138: Select it again to remove the focus

Step 139: We can also select the play button in the scatter chart to see a timeline of the data as it changes

Step 140: Select the play button again to stop the timeline from progressing

Step 141: Now we’ve finished setting up the report with all the slicers and we can see the full analysis of the First Call Resolution metric

 


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