The Dashboard displays two score cards side by side: Productivity and Experience. Each is scored out of 100 and gives you a fast read on how a given IT service or segment is performing.
Productivity
Data obtained from operational measurements, often associated with KPIs agreed in SLAs. It reflects how efficiently IT services are being delivered. Key metrics include:
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Time to Resolution
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First Response Time
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Reopening Rate
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First Contact Resolution
Experience
Data obtained from sentiment and experience measurements collected from surveys. It reflects how employees perceive and feel about IT services. Key metrics include:
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Customer Satisfaction (CSAT)
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Net Promoter Score (NPS)
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Customer Effort Score (CES)
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JSM CSAT
What each card shows
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A status indicator: Healthy, At Risk, or Critical, with a corresponding colour. Healthy means a score of 70 or above, At Risk is between 50 and 70, and Critical is below 50.
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The composite score, out of 100.
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A trend versus the previous period (e.g. "Improving from last month +7").
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A confidence level, indicating the reliability of the score based on response volume.
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The primary driver: the single metric contributing most to the current score, helping you identify where to look first.
The formulas behind each score, and the primary driver logic, are documented in Metrics and scoring methodology.