Incident View

Field Service Request View

Real-Time View

<h1>Standard Views</h1>
<h2 id="real-time-view">Real-Time View</h2>
<h3 id="incident-view">Incident View</h3>
<p>From the Home page, Operations 360 provides a simple, near real-time view into all open service desk incidents by:</p>
<ul>
<li>Priority</li>
<li>Duration of Incident</li>
<li>Channel</li>
<li>Assigned group</li>
<li>Status</li>
<li>Top incident volume stores</li>
</ul>
<p>A user can also quickly drill-down to the full incident details.</p>
<h3 id="field-service-request-view">Field Service Request View</h3>
<p>The customer can benefit from the following Field Service Request views:</p>
<ul>
<li>Open by type</li>
<li>Open by severity</li>
<li>Count by age</li>
<li>Location</li>
</ul>
<p>The user can view all Field Service Requests, or can look up a specific request, lane/id, city, status, severity.</p>


Real-time View

Overview

Ticketing

Service Management

Operational Analytics

Primary Functions

Key Components

Historical Reporting

Access via Customer Portal

Dashboards

Standard Views

Languages

Viewing Details

Filter

Focus mode, Spotlight, Sort axis

Exporting data on a given widget

Hierarchical to detailed view

User Navigation and Interactions

Support Process

Log in/Log out

Set Preferences

Incident Visualization

Incident Management

Connected Systems

Field Service Request Management

Telephony Metrics

FAQs