Command Center Dashboard

The Command Center is your operational headquarters — a real-time executive summary of your organization's incident health. While individual incident pages focus on specific issues, the Dashboard reveals the big picture: systemic risks, workload bottlenecks, and patterns that are invisible when looking at single tickets.

Why the Dashboard Matters

Without Dashboard	With Dashboard
Only see individual incidents	See the "forest fire" not just trees
Manual health checks	Real-time system status
Missed patterns	AI-powered insights
Scattered metrics	Unified operational view

Dashboard Layout

The Command Center is organized into distinct sections:

System Status

The System Status badge in the top-left provides an at-a-glance health indicator for your entire organization.

Status States

Status	Visual	Condition
CRITICAL	🔴 Red	Any active HIGH urgency incident exists
DEGRADED	🟡 Yellow	No HIGH urgency, but active MEDIUM/LOW incidents exist
OPERATIONAL	🟢 Green	No active incidents

Status Logic

IF (active incidents with urgency = HIGH) > 0:
    status = CRITICAL
ELSE IF (active incidents) > 0:
    status = DEGRADED
ELSE:
    status = OPERATIONAL

Real-Time Updates

Status recalculates immediately when incidents change
Resolving the last HIGH incident downgrades from CRITICAL
Creating a new HIGH incident upgrades to CRITICAL instantly
No manual refresh needed

Metric Cards

The four hero cards provide immediate quantification of your current operational state.

TOTAL

Metric	Description
Scope	All incidents within selected time range
Default Range	Last 30 days
Includes	All statuses (OPEN, ACKNOWLEDGED, RESOLVED, etc.)

OPEN

Metric	Description
Scope	Incidents with status `OPEN` only
Excludes	ACKNOWLEDGED, SNOOZED, SUPPRESSED
Purpose	Shows "To-Do" pile requiring action

UNASSIGNED

Metric	Description
Scope	Incidents with no assignee
Time Range	All time (not filtered by range selector)
Rationale	Ensures old unassigned tickets aren't hidden

Note: A retention warning badge appears if your query exceeds the data retention limit.

CRITICAL

Metric	Description
Scope	Active incidents with HIGH urgency
Purpose	Immediate attention counter
Alert Level	Most urgent issues in your organization

Card Interactions

Click any card to navigate to filtered incident list
Hover shows tooltip with additional context
Color coding indicates health (green/yellow/red)

AI Smart Insights

The dashboard runs a rules engine against your live incident data to surface actionable insights. These appear as colored banners below the metrics.

Insight Types

Trigger: Unassigned Incidents / Total Open Incidents > 30%

⚠️ Workload Risk: 25% of open incidents are unassigned

What it means: Too many issues sitting without an owner.

Action: Assign incidents to appropriate responders or teams.

Trigger: Active HIGH Urgency Incidents >= 3

🔴 Critical Spike: 3 active HIGH urgency incidents detected

What it means: Potential major outage or cascading failure.

Action: Assess if incidents are related; consider incident commander.

Trigger: Single service accounts for >= 40% of active incidents (minimum 3 incidents)

💡 Root Cause Hint: 40% of alerts are from 'API Gateway'

What it means: Dependent service may be failing, causing cascading alerts.

Action: Prioritize the concentrated service; may resolve multiple incidents.

Trigger: Today's incident count > 1.5x the 30-day daily average

📊 Volume Anomaly: Today's incidents are 2.1x above average

What it means: Unusual noise level; "death by 1000 cuts" scenario.

Action: Investigate for deployment issues, infrastructure problems, or external factors.

Insight Priority

Insights display in priority order:

Critical Spike (most urgent)
Workload Risk
Root Cause Hint
Volume Anomaly

Maximum of 3 insights shown at once to avoid information overload.

The Ops Pulse is a unified feed showing your most relevant operational information.

My Queue

Your personal incident workload:

Item	Description
Assigned to you	Incidents where you're the assignee
Your teams	Incidents assigned to teams you belong to
On-call now	Incidents routed via schedules where you're on-call

Critical Focus

High-priority items needing immediate attention:

Item	Criteria
HIGH urgency	All active HIGH urgency incidents
SLA breaching	Incidents approaching or past SLA
Long-running	OPEN incidents older than 4 hours

Services at Risk

Services currently experiencing issues:

Status	Description
Critical	Services with HIGH urgency incidents
Degraded	Services with any active incidents
Count	Number of affected services

Ops Pulse Interactions

Click incident → Opens incident detail page
Click service → Opens service detail page
Click "View All" → Opens filtered incident list

Activity Heatmap

The heatmap visualizes incident density over the past 365 days to identify patterns.

Reading the Heatmap

     Mon Tue Wed Thu Fri Sat Sun
Week 1: ░░░ ░░░ ██░ ░░░ ░░░ ░░░ ░░░
Week 2: ░░░ ██░ ███ ██░ ░░░ ░░░ ░░░
Week 3: ░░░ ░░░ ░░░ ░░░ ███ ░░░ ░░░
...

Intensity	Meaning
Empty	No incidents
Light	Below average
Medium	Average
Dark	Above average
Darkest	High incident day

Pattern Recognition

Use the heatmap to identify:

Pattern	What It Reveals
Wednesday spikes	Release day issues
Weekend quiet	Business hours correlation
Monthly clusters	Month-end processing issues
Holiday dips	Traffic-correlated incidents

Heatmap Interactions

Hover on cell → Shows date and incident count
Click on cell → Opens incidents for that day
Scroll → Navigate through the year

Time Range Selector

Filter dashboard data by time period.

Available Ranges

Range	Description
Last 24 hours	Today's activity
Last 7 days	Weekly view
Last 30 days	Monthly view (default)
Last 90 days	Quarterly view
Custom	Specific date range

What's Affected

Component	Time-Filtered
TOTAL metric	✅
OPEN metric	✅
UNASSIGNED metric	❌ (always all-time)
CRITICAL metric	✅
Smart Insights	✅
Ops Pulse	❌ (always current)
Heatmap	❌ (always 365 days)

Retention Warning

If your selected range exceeds the data retention limit:

⚠️ Retention Limit: Data older than 90 days may be incomplete

Auto-Refresh / Kiosk Mode

Keep the dashboard current without manual refresh.

Enabling Auto-Refresh

Click the Auto toggle in the top-right
Select refresh interval:
- 30 seconds — High activity monitoring
- 60 seconds — Standard (default)
- 5 minutes — Low activity periods

Kiosk Mode

Perfect for NOC displays or wall monitors:

Enable Auto-Refresh
Press F11 for fullscreen (browser)
Dashboard updates continuously

Auto-Refresh Behavior

Event	Behavior
Refresh tick	All metrics and insights update
User interaction	Timer resets
Browser tab inactive	Pauses to save resources
Tab becomes active	Immediate refresh, timer resumes

Quick Actions

From Dashboard

Action	How
View all incidents	Click TOTAL card
View open incidents	Click OPEN card
View unassigned	Click UNASSIGNED card
View critical	Click CRITICAL card
Create incident	Click + Create button

Keyboard Shortcuts

Shortcut	Action
`R`	Refresh dashboard
`N`	New incident
`I`	Go to incidents
`S`	Go to services
`?`	Show keyboard help

Filtering

Team Filter

View data for specific teams:

Click Team dropdown
Select one or more teams
Dashboard filters to those teams' services

Service Filter

Focus on specific services:

Click Service dropdown
Select services
Dashboard shows only selected services

Combining Filters

Filters can be combined:

Team: "Platform Engineering" AND Service: "Payment API"
Results show only matching data

Dashboard Permissions

Role	Can View Dashboard
ADMIN	✅ Full data
RESPONDER	✅ Full data
USER	✅ Full data

All users can view the dashboard. Data visibility depends on team memberships when team filtering is applied.

Dashboard vs. Other Views

Need	Use
Executive overview	Dashboard
Work on specific incidents	Incident List
Service health details	Service Directory
Historical metrics	Analytics
On-call information	Schedules