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SQUEAKS Incidents

Structured Incident Management & Resolution

SQUEAKS Incidents helps organizations manage incidents
from identification through resolution with configurable workflows,
intelligent responder assignment, and built-in reporting.

Response Often Lacks Structure

When an issue occurs, response efforts often rely on disconnected communication channels such as emails, phone calls, text messages, and manual follow-ups.

This can create challenges such as:

  • Unclear ownership

  • Limited visibility into
    incident progress

  • Inconsistent escalation processes

  • Delayed response times

  • Manual coordination
    between teams

  • Difficulty measuring
    response performance

As operational environments become more complex, organizations
need a more structured way to manage incidents, assign responsibility, and
track progress from start to finish.

A More Structured Approach
to Incident Management

SQUEAKS Incidents brings workflow visibility, best-fit responder
assignment, and reporting into one connected incident management process.

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Instead of managing incidents through scattered communication,
SQUEAKS helps teams follow a clear, configurable workflow that reflects their
existing operational procedures.

SQUEAKS Incidents helps organizations:

  • Track incidents from identification through resolution

  • Assign ownership with greater confidence

  • Improve communication between teams

  • Reduce delays caused by manual coordination

  • Measure incident response performance

  • Identify bottlenecks and opportunities for improvement

Workflow Visibility with Progress Tracking

Every incident follows a defined workflow from identification to resolution. These workflows can be configured to match your organization’s operational procedures, helping ensure incidents are handled consistently and according to established processes.

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SQUEAKS Incidents provides built-in progress tracking, allowing users to see exactly where an incident stands within the response process while also supporting configurable escalation rules and severity-based response workflows.

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Organizations can configure workflow states, escalation rules, and severity classifications to align with their operational requirements and response procedures.

Severity levels can also be used to influence workflow behavior, escalation timing, responder assignment, and notification requirements. This helps ensure higher priority incidents receive the appropriate visibility and urgency while lower severity events follow the appropriate response process.

Each workflow state can also be assigned its own percentage of completion, giving teams a clear visual understanding of progress in real time.

This helps operators, supervisors, and leadership quickly understand whether an incident is moving forward, stalled, or awaiting action.

Workflow Visibility Benefits

  • Clear incident status visibility

  • Improved accountability throughout the response process

  • Better communication between departments and responders

  • Faster identification of stalled or delayed incidents

  • Configurable escalation management

  • Severity-based response workflows

  • More consistent incident handling across teams

Best-Fit Responder

One of the most powerful capabilities of SQUEAKS Incidents is the Best Fit Responder assignment feature.

When an incident is created, SQUEAKS evaluates available incident context and recommends the responder best suited to address the issue. This helps incident coordinators make informed assignment decisions while maintaining complete control over who is ultimately assigned.

Incident context may include:

  • Incident type or classification

  • Severity level

  • Affected asset or equipment

  • Physical location

  • Operational impact

  • Time of occurrence

  • Active shift

SQUEAKS compares this information against responder profiles and configurable matching criteria to recommend the most appropriate responder.

Responder recommendations can be based on:

  • Shift schedules and availability

  • Area or location responsibility

  • Asset familiarity or ownership

  • Incident classifications and specialties

  • Required qualifications or authorizations

  • Technical skills and experience

  • Escalation requirements

By helping teams identify the right person faster, SQUEAKS reduces confusion around ownership and helps incidents move toward resolution more efficiently.

Best-Fit Responder Benefits

  • Faster response times

  • Reduced unnecessary reassignments

  • Improved incident ownership

  • Better use of responder expertise

  • More consistent assignment decisions

  • Reduced downtime by engaging the right expertise sooner

Introducing SQUEAKS Reporting

SQUEAKS Reporting transforms incident activity into actionable operational insight.

Built directly from SQUEAKS Incident data, reporting helps teams analyze response performance, workflow efficiency, assignment activity, and incident trends.

Out of the Box Reports

SQUEAKS includes out-of-the-box reports designed to provide immediate visibility into incident activity and performance.

  • User Assignment

  • Incident Summary

  • Workflow Summary

  • Incidents Over Time

  • Incident Duration

These reports help organizations better understand how incidents are being handled, where delays are occurring, and how response processes can be improved over time. Organizations can also leverage incident data to build custom reports tailored to their specific operational goals, KPIs, and performance requirements.

Custom Reports

Organizations can also leverage incident data to build custom reports tailored to their specific operational goals, KPIs, and performance requirements.

Built-In Incident Metrics

SQUEAKS provides built-in incident metrics that help organizations monitor response performance and identify operational trends.

Built-In Metrics Include:

First Responder Resolution

The percentage of incidents closed by the first assigned responder.

Mean Time To Resolve

The average time required to fully resolve an incident.

Mean Time To Acknowledge

The average time required for an incident to be acknowledged.

Mean Time To Assign

The average time required to assign an incident to a responder.

Open Incidents

The total number of incidents that remain unresolved.

Unassigned Incidents

The total number of incidents that have not yet been assigned to a responder.

Escalated Incidents

The total number of incidents currently escalated.

Severity-Based Incident Tracking

Visibility into high, medium, and low severity incidents.

Improve Operational Response Across Your Organization

SQUEAKS Incidents is designed to help teams respond faster, communicate more clearly, and continuously improve operational performance.

By combining configurable workflows, best-fit responder assignment, and integrated reporting, SQUEAKS helps organizations create a more structured and accountable incident response process.

Know Sooner. Act Faster.

Contact Us Today.

sales@igear.com
 

Office: 502.423.0999
Toll Free (USA/Canada): 1.800.407.0458
International: 1.813.882.5809

8016 Vine Crest Avenue
Louisville, KY 40222
 

© 2026 IGear, LLC 

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