Achievements

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The My Achievements section in the Service Delivery Application provides users with a real-time snapshot of their own individual contributions toward service excellence, allowing them to self-motivate. Designed as a gamification widget, this feature empowers users to track their own progress, identify trends, and drive continuous improvement in their own service operations.

This section is prominently displayed on the user workspace and presents three core personal goals in a clean, card-based layout:

Incidents Resolved

This card displays the total number of incident records successfully resolved by the logged-in user. It also includes a week-over-week comparison, presented as a percentage indicating whether the resolution count is:

  • X% higher than the previous week
  • X% lower than the previous week

Solutions Created

This card tracks the number of solution records authored by the user within the current week. These solution entries represent documented resolutions created in the Solution application (found here) and serve as knowledge artifacts for future reuse by themselves and others.
  • Promotes a knowledge-first culture by incentivizing reusable solution creation.
  • Enhances the collective intelligence of the team through shared, searchable solution entries.
  • Helps reduce mean time to resolution (MTTR) by making proven resolutions easily discoverable.

Service Level Agreement Performance

This metric displays the current SLA compliance percentage for the user. It reflects the proportion of incident records resolved within their defined Service Level Agreement timelines.
  • Provides clear insights for setting self SLA goals of 100% success or 0% breach
  • The My Achievements section drives personal accountability and motivation for users.
  • Users can see improvements, challenge themselves, and enable personal goals.
  • Enables data transparency.
  • Allows for Personal excellence.

    By delivering actionable performance intelligence directly to user workspace, this feature creates a gamification approach to work, and a culture of continuous improvement and empowerment.