DX Comparison Chart
1. Introduction
The DX SLA Comparison Chart widget offers a clear, visual way to compare the proportion of transactions that met or missed their Service Level Agreements (SLAs) over a chosen period. This helps teams track performance and identify patterns that may affect timely response or resolution of work.
2. What Does It Show?
This widget displays:
Two circular gauges that show the percentage of transactions completed within SLA (in green) and outside SLA (in red) for both Respond and Resolve stages.
A line chart beneath the gauges, which tracks how many transitions were completed in and out of SLA over time.
The time scale can be switched between Year, Month, Week, or Day for a detailed or summarized view.
A filter icon opens a popup that lets users narrow down the chart to show only certain transaction priorities.
3. Where Does the Data Come From?
This widget supports data from:
IvivaDX – Default internal source of DX application data.
API – Pulls data from a configured external API.
Iviva Service – Uses a backend service to retrieve custom data.
Lucy – Enables data to be retrieved from a low-code platform
For this guide, we focus only on the Iviva DX data source configuration, as others have been explained elsewhere.
4. Data Source Component Breakdown (IvivaDX only)
Component 1: DX Application
Lets users select the specific DX application (e.g., Work Request) from which SLA data should be pulled.
Component 2: Filter Query (IQL)
Optional field where users can enter specific filter conditions to refine which transactions are considered in the chart.
5. General Details Component Breakdown
Component 1: Title
Sets the title of the widget as shown on the dashboard (e.g., "SLA In and Out").
Component 2: X Axis Label Interval
Optional setting to control how frequently labels appear on the time axis of the line chart. This helps manage label clutter when viewing dense datasets.
6. Display Options
Users can switch between Year, Month, Week, or Day view to control the time resolution.
The filter icon at the top right corner opens a panel where users can apply filters such as transaction priority.
Color coding:
Green line and progress: In SLA
Red line and progress: Out SLA
7. Dashboard Visual Breakdown
The dashboard view includes:
Component 1: Widget Title and Time Range Selection
The title "SLA IN AND OUT" appears at the top.
Right below the title, there are time range buttons: YEAR, MONTH, WEEK, and DAY.
These let you choose the time scale for the data displayed in the chart below.
Component 2: Filter Icon
Located at the top-right corner of the widget.
Clicking it opens a popup where users can filter the results shown in the chart based on transaction priority, allowing for more focused insights.
Component 3: SLA Percentage Gauges
Two circular gauges labeled Respond and Resolve.
These show the percentage of transitions that were completed within SLA for each stage.
For example, Respond shows 56%, meaning 56% of respond transitions happened within the SLA target time.
Component 4: Line Chart
A line chart displays how many transitions were completed In SLA (green line) and Out SLA (red line) across different months.
The vertical axis shows the number of transitions (transition count), while the horizontal axis lists the months of the year.
Each point in the graph shows how SLA performance varied over time, helping users quickly identify spikes or drops in performance.
Component 5: SLA Type Labels in the Graph Legend
At the bottom of the chart, the legend explains the two color-coded lines:
Green for In SLA
Red for Out SLA
This visualization helps teams monitor SLA performance trends and prioritize improvements accordingly.
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