Audience:
This article applies to all users who would like to learn how to understand and navigate the Subscriber Dashboards in UW Connect.

Subscriber Dashboard

Explanation:

The Subscriber Dashboards show metrics for request and incident records that were worked on by the specified Subscribing Organization. For these Dashboards, The Subscriber Organizations are defined as any UW Connect assignment group with its Organizational Group set to the particular Subscribing Organization. Each record type has its own tab containing its own metrics.

This Dashboard is viewable by UW Connect users within the specific subscribing organization.

Dashboard value for different roles:

• Business Service Owner - track and monitor the health of your Business Service with the ability to drill down to specific records for more detail.
• Service Owner/Manager - track and monitor the health of your Service Offering with the ability to drill down to specific records for more detail.
• Resource Manager - monitor the volume of work for the the services your employees support.
• ITIL User - view the volume of work being done for your service and how your service is meeting your standards.

Below is a list of the FSB Dashboard Metrics and their definitions.

Requests

New Requests	The number of requests created on a given date.
Unresolved Requests	The number of requests where both the resolved and closed fields are empty on a given date.
Requests Fulfilled	The number of requests that were closed on a given date with a close code of Complete.
Requests Resolved on First Response	The percentage of Requests Fulfilled where the times recorded in the First Response and Resolved fields are within 0.1 hours (6 minutes) of each other.
Requests Fulfilled with Breakdown by Priority	The number of requests, by priority, that were closed on a given date with a close code of Complete.

Incidents 
Child incidents are not included in these metrics, only parent incidents or incidents with no children or parent.

New Incidents	The number of incidents that were created on a given date.
Unresolved Incidents	The number of incidents where both the resolved and closed fields were empty on a given date.
Incidents Managed	The number of incidents that were closed on a given date with a close code of Solved (Work Around), Solved (Permanently), Not Solved (Not Reproducible), or Not Solved (Will Not Fix).
Incidents Managed with Breakdown by Priority	The number of incidents, by priority, that were closed on a given date with a close code of Solved (Work Around), Solved (Permanently), Not Solved (Not Reproducible), or Not Solved (Will Not Fix).

 

Historical Data Limitations

Subscriber dashboards will only show data from the date that it was created onward. No historical data from before the date it was created will be contained on the subscriber dashboards.

If you have questions or problems, please contact the UW Connect Metrics & Reports team at help@uw.edu.