Dashboard

Dashboards are visual representations of critical data within Infraon. They provide concise yet detailed insights into monitoring and performance metrics. Users can customize dashboards by adding relevant metrics and reports tailored to their specific needs. Dashboards can also be exported as PDFs for reporting and analysis.

Access to view and customize dashboards is controlled by role-based privileges that the administrator must enable. Access can be managed at both the User and User Group levels.

Before customizing dashboards, it is essential to understand the concept of Widgets, as these form the building blocks of every dashboard.

What You See on the Screen

Click the arrow key in the left navigation panel to expand and access multiple pre-configured dashboards. You can also hover over dashboards to reveal action icons.

Action Icons | Dashboards

Label	Action	Description / Example
Configure Presentation	Click to configure	Enable Dashboard Presentation Mode. Select the dashboard and set time intervals (10–300 seconds) for automated rotation. This mode is useful for displaying dynamic assets or performance boards.
Add	Click to perform	Add a new custom dashboard.
Pin	Click to perform	Pin a dashboard to the top for quick access.
Edit	Click to perform	Modify or update the selected dashboard.
Clone	Click to perform	Duplicate the selected dashboard for reuse.
Delete	Click to perform	Remove the selected dashboard permanently.

Pre-configured Dashboards

Infraon provides three pre-configured dashboards during platform onboarding. These serve as ready-to-use examples to help users understand dashboard functionality and layout.

Each dashboard contains dynamic widgets that auto-refresh based on the selected refresh interval. Widgets are clickable, allowing users to drill down and view complete details of the underlying data. Additionally, users can download the displayed data in CSV format for further analysis for specific widgets.

Default

It provides a consolidated view of tickets, requests, problems, and changes across the Infraon platform. It is designed to provide administrators and technicians with an understanding of the overall system health, service performance, and workload distribution.

Widget Name	Description	Use Case
Ticket Summary	Displays the overall number of tickets created within the platform.	Helps track workload and ticket volume over time.
Agent Summary	Shows performance metrics of agents, including assigned and resolved tickets.	Useful for evaluating agent productivity and team efficiency.
Ticket Created Vs Resolved	Compares tickets created against tickets resolved in a given timeframe.	Identifies backlog trends and resolution effectiveness.
Ticket Aging Summary	Highlights tickets based on their age (open duration).	Helps prioritize older pending tickets for faster closure.
Ticket Summary by Service	Displays tickets categorized by impacted service.	Provides insights into service-specific issues for IT teams.
Ticket Response Time Count	Measures response time for tickets.	Tracks SLA adherence and customer response experience.
Ticket Summary by Priority	Summarizes tickets by their assigned priority (High/Medium/Low).	Helps allocate resources to critical tickets.
Request Summary	Displays the overall number of service requests created.	Offers visibility into non-incident requests handled by IT.
Request Summary by Status	Breaks down requests into statuses such as Open, In Progress, and Closed.	Useful for request lifecycle tracking.
Request Summary by Priority	Summarizes requests by priority.	Identifies urgent service requirements.
Problem Summary	Shows total problems recorded in the system.	Helps track recurring issues that need permanent fixes.
Problem Summary by Status	Categorizes problems by status.	Provides a snapshot of active and resolved problems.
Problem Created Vs Resolved	Compares problems logged against those resolved.	Helps assess the effectiveness of root cause analysis.
Problem Summary by Priority	Summarizes problems by priority.	Ensures critical problems are addressed promptly.
Change Summary	Displays total changes recorded.	Offers visibility into change management activities.
Change Summary by Status	Categorizes changes by lifecycle status.	Tracks ongoing vs. completed changes.
Change Summary by Priority	Summarizes changes by priority.	Helps manage high-impact changes more effectively.
Change Created Vs Closed	Compares changes created against those closed.	Identifies pending changes and closure trends.

Ticket Summary

This dashboard helps support teams monitor SLAs, identify backlogs, and optimize agent workloads. It focuses solely on ticket-related metrics. It highlights ticket volumes, response times, aging, and distribution by priority, urgency, requester, and assignee.

Widget Name	Description	Use Case
Ticket Summary	Shows the total number of tickets created. Offers quick insights into ticket distribution and trends. On clicking a specific pie division, a pop-up grid is displayed with group-by columns: State, Status, Priority, Closure Category, Urgency, Severity, and Impact Service. On clicking a count, a pop-up grid is displayed with the same group-by columns.	Helps in monitoring ticket volumes and analysing trends with drill-down capabilities for ticket attributes such as priority, urgency, and closure category.
Ticket Response Time Count	Displays average and distribution of ticket response times.	Helps ensure SLA commitments are being met.
Ticket State by Assignee	Breaks down tickets assigned to different agents.	Helps balance workloads across support staff.
Ticket State by Requester	Categorizes tickets based on who raised them.	Useful for tracking high-volume requesters.
Ticket Summary by Priority	Shows ticket distribution by assigned priority.	Helps allocate resources to urgent/critical tasks.
Ticket Aging Summary	Displays how long tickets remain unresolved.	Ensures aging tickets are escalated appropriately.
Ticket Summary by Urgency	Highlights tickets categorized by urgency levels.	Assists in addressing business-critical issues first.
Ticket Created Vs Resolved	Compares opened vs. resolved tickets over time.	Helps track backlog management and team efficiency.

Asset Summary

It enables organizations to manage asset lifecycles effectively, track expenses, and plan budgets proactively. The Asset Summary Dashboard delivers a comprehensive overview of IT and fixed assets, including purchase trends, financial summaries, vendor information, and asset distribution by value and location.

Widget Name	Description	Use Case
Assets by Value	Displays asset distribution based on their monetary value.	Helps in financial tracking of IT and non-IT assets.
New Purchases (Current Quarter)	Shows assets purchased in the current quarter.	Useful for budgeting and procurement reviews.
Upcoming Expenses (Next Quarter)	Projects upcoming financial commitments for assets.	Helps plan budgets and avoid surprise expenses.
IT Asset Summary	Lists IT assets with key details (type, category, ownership).	Helps IT teams maintain inventory accuracy.
Fixed Asset Summary	Displays details of fixed/long-term assets.	Supports audits and compliance checks.
Vendor Summary	Shows vendor details and associated assets.	Helps manage vendor performance and procurement contracts.
Current Year Purchase	Summarizes all purchases made in the current year.	Provides annual procurement insights.
Agent Summary	Shows workload and asset-related activities of agents.	Useful to monitor asset-related responsibilities of staff.
Asset Location Drilldown Table	Displays asset details by physical location.	Helps track distributed asset ownership.
Asset Summary	General overview of assets within the system.	Provides quick visibility into total inventory.
Location-wise Asset Summary	Breaks down assets based on location.	/Displays a location-wise count of assets on the dashboard, helping users quickly view asset distribution, track inventory, and manage resources efficiently.