Symantec IT ANALYTICS SOLUTION 7.0 SP2 - V1.0 Manual page 102

102 Cube reference
ServiceDesk Incidents Cube
Avg Minutes To Resolve
The average time to resolve in minutes. This measure is valid for all incidents
that have a status of Resolved or Closed.
Avg Percent Complete
The average percentage that is complete.
Avg Survey Score
The average survey score. This measure is valid for all incidents that have a
status of Resolved or Closed.
Entered Thru Self Service Count
The number of incidents that were entered through self service.
Escalated Count
The number of incidents that were escalated.
Escalated More Than Once Count
The number of incidents that were escalated more than once.
Escalated Once Count
The number of incidents that were escalated one time.
Escalated Zero Count
The number of incidents that were not escalated.
Exceeded SLA Count
The number of incidents that exceeded the defined SLA.
Exceeded Warn Count
The number of incidents that exceeded the Warn time that the SLA defines.
Incident Count
The total number of incidents.
Closed Incident Count
The total number of closed incidents. This measure is valid for all incidents
that have a status of Resolved or Closed.
Resolved on First Attempt Count
The number of incidents that were resolved on first attempt. This measure
is valid for all incidents that have a status of Resolved or Closed.
Contact Count
The number of users that attached to the incident. The user types for a given
incident include Affected User, Submitter, Resolution Provider, etc.