Metrics & KPIsPercent of incidents for which a first interview completed
Definition
The concept of a 'first interview' is an important one in incident management, representing the key and initial interview with the affected party or reporter of the incident. The interview is typically designed to capture specific information that helps classify and prioritize the incident. It is an important activity and stage in the incident lifecycle and can imply a reason why incidents are inaccurately classified and assigned, or the actual area and scope of impact also misreported. Sou
Tags
incident, design, accuracy, interview, management
Metadata
Category: USM540 Service Incident Management · Added: May 17, 2026