PulseServe surfaces the same underlying data through several different screens, each scoped to a different job — a quick operational check, a governance view for stakeholders, a fixed report you can hand off, or a fully custom one you build yourself.
Dashboard
The default landing page for admins and managers. Shows incident queue stats (open, critical, breached-SLA counts), an AI Agent Load panel broken down by agent, a confidence-trend chart for RCA over time, and AI Learning Loop feedback analytics (approval, rejection, and refinement rates). Any panel can be collapsed to a header bar — your layout choice is remembered on refresh.
Governance
A stakeholder-facing view: overall SLA compliance rate (color-coded healthy/at-risk/breached), open/critical/high/breached queue counts, a 7-day incident-volume trend, and an at-risk list of incidents approaching their SLA deadline. Clicking the breached figure or an at-risk row jumps straight to the filtered incident list.
Tier Context
A role-scoped operational briefing — active incidents, a blast-radius summary, and current AI pipeline states, filtered to what's relevant to your tier. Useful as a start-of-shift check before diving into the queue.
Two more KPI dashboards
- ITIL KPIs — summary tiles (total, resolved, open, breached, SLA breach rate, MTTR, first-contact-resolution rate, reopened count) plus breakdowns by state, priority, category, and tier, with your own date range.
- Problem Trends — the same shape of summary tiles and breakdowns for problems specifically, including an aging view (how many open problems are 0–7 days old versus 90+) and a weekly volume trend.
The five fixed reports
From Reports, each report card generates immediately, no setup required:
- Incident Report — set a date range, then Download PDF (summary stats plus a full incident table) or Export CSV.
- SLA Compliance Report — Download PDF with per-priority thresholds, the overall compliance rate, and a table of breached incidents.
- AI Quality Report — Download PDF with RCA approval/rejection/refinement rates, the confidence trend, and the most common rejection reasons.
- Change Export — Export CSV of every change, including CAB decision, actual start/end, risk, and state.
- CSAT Export — set a date range, then Export CSV of every satisfaction survey response.
Building a custom report
For anything the fixed reports don't cover, Report Builder is a full drag-and-drop pivot tool. Pick a data source (Incidents, Problems, Changes, or Service Requests), then drag fields into Rows (a time grouping like week/month, or a dimension like priority or category), optionally Columns (for a cross-tab), Values (the metric you're measuring — count, average resolution time, SLA breach rate, and several others depending on the source), and Filters. Choose a chart type — bar, trend line, table, or pivot — click Run, and the result renders. From there:
- Save it with a name and description, optionally shared with your team.
- Export the result as CSV, Excel, or PDF.
- Schedule it — turn on automatic email delivery, choose daily/weekly/monthly, a delivery time, a format, and one or more recipient addresses. Saved reports with scheduling on are emailed out automatically going forward.
CSAT
Beyond the CSAT Export CSV, a dedicated CSAT page shows response rate, average score, and a star-rating distribution, plus a filterable, paginated list of individual survey responses you can browse without exporting anything.
Cost Management
Set up cost centers and, per center, budgets scoped to a period and category with an allocated amount — utilization then rolls up automatically from purchase orders, software licenses, and maintenance contracts, so you can see spend against budget without exporting anything. The owner of a cost center is notified automatically if its budget crosses a warning threshold.
Complaints & Compliments
A filterable log of customer feedback, separate from CSAT survey scores — create an entry, resolve it with notes, or promote a recurring complaint into a formal Service Improvement.
Service Improvements
A lightweight backlog for improvement work, separate from the Complaints log it can be promoted from — an idea can also just as easily be entered directly, or seeded from an SLA breach pattern or a major incident. Each one moves through proposed, in progress, and completed (or cancelled), with a priority, target date, and an assigned owner, so process-improvement ideas get tracked with the same rigor as any other piece of work instead of disappearing after a retro meeting.
Notification history
A searchable, paginated log of everything that's notified you — SLA breaches, pipeline review requests, assignments — scoped to what's relevant to your role.
Example
A manager wants a monthly change-failure-rate trend by team, broken out by risk level — not one of the five fixed reports. They build it in Report Builder: source Changes, Rows = Month, Columns = Risk Level, Values = Change Failure Rate, filtered to their department. They save it, turn on monthly scheduling, and add their director's email — from then on, the same report lands in that inbox automatically on the first of every month.