Insights give an overview of your alerting performance, incident resolution performance, and team performance. It helps obtain actionable inputs on how to improve the overall efficiency of operations.
Default Insights
Every account comes with three inbuilt insights, which are:
All Insights: This report gives an overview of the organization-wide metrics across teams and alerts.
Your insights: This report is specifically catered to incident-level metrics that you are subscribed to as a user.
Your team insights: This report shares metrics on all incidents that are assigned to your team
Apart from the above-mentioned insights, we have the option of creating custom insights catered to specific user needs.
Key Metrics Tracked:
Total Incidents: The total number of incidents created during the selected time period, with a breakdown of the Resolved and Unresolved incidents.
Resolution %: Percentage of incidents resolved during the selected time period.
Escalated Incidents: Locale allows incidents to be escalated in case of inactivity, to a particular stakeholder. This metric shows the number of incidents that were escalated to the assigned stakeholder during the selected time period.
SLA Breached: Every alert created has an SLA for the turnaround time by which an incident needs to be resolved. Any deviation from the agreed SLA results in a breach and this metric shows the total number of breaches during the selected time period.
NOTE: All of the above metrics also show a comparison with the numbers of the previous period.
Label-based insights:
Incidents can also be categorized on the basis of labels. Currently, Locale offers two types of labels:
Auto-incident Labels: Labels that can be added to an incident from the results of the SQL query that the alert is based on.
Suggested Labels: Custom labels that can be added by users on Locale to categorize incidents based on their various parameters.
Once these labels have been defined, they can be tracked under insights and show a comprehensive report on how each label’s incidents are faring.
Grouping by Categories:
By Time: Incidents can be grouped into different time ranges depending on their resolution time. This helps understand which incidents took a longer than usual resolution and study underlying reasons for the same.
By Team: Teams can be set up on Locale for the different groups of users belonging to functions like Operations, Sales, Customer Success, etc. The incidents assigned to each team can be categorized and tracked separately.
By Individual Users(Assignees): Incidents can be categorized by who they are assigned to, and this is an important metric to uncover user performance and identify high performers on your team.
By Alerts: Incidents can be grouped on which alerts they belong to, and this provides a deeper understanding of which problems are bigger and occurring more frequently on your team.
Also available is a timeline view of the count of incidents vs resolved incidents. that gives a quick sneak peek into overall alerting performance. This can be further broken into days and hours of the day.
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