Analytics: Assist – Forethought Help Center

Assist analytics allows Forethought admins to access granular insights on Assist usage. This supplements the assist analytics tab that we already have. This analytics view

Overview of usage among Agents
Agent metrics
Ticket metrics with Assist

Analytics dashboard definitions

Usage analytics

Metric Name	Definition
Number of agents who have install Assist	Number of agents who have the Assist tool installed, so Assist can help with tickets in the help desk.
Assist usage (%)	(Number of tickets where Assist was used) / (Number of tickets where Assist could have been used by the agents)
Assist was helpful (%)	(Number of tickets where Assist was helpful) / (Number of tickets where Assist was used by the agents)
Number of tickets where Assist could have been used	Tickets where Assist could have been used. This is only possible for tickets where an agent that has Assist installed.
Number of tickets where Assist was used	Tickets where the Agent used one of the Assist features.*
Number of tickets where Assist was helpful	Tickets where the Agent found the Assist useful for resolving the ticket. **

*Assit usage : Assist usage means that the agent used one of the Assist features - search, feed, notes or response generation.

** Assist was helpful : Assist feature being used by the agent is defined as helpful when the agent has used one of the following actions - add assist suggested content to reply (feed, search, notes and response generation), copy Assist content (feed, search, notes and response generation), open assist recommended content or search content in the browser (feed and search), favorited an item (search, feed) or shared a note (notes).

Assist feature usage

Assist feature usage table	What does the this show?
Assist feed usage	(1) Number of tickets where Assist feed was used by the agents (2) Number of tickets where Assist feed results were helpful for the agents (3) Helpful percentage = (2/1)*100
Assist search usage	(1) Number of tickets where Assist search was used by the agents (2) Number of tickets where Assist search results were helpful for the agents (3) Helpful percentage = (2/1)*100
Assist generative AI usage	(1) Number of tickets where Assist AI response generation was used by the agents (2) Number of tickets where Assist AI response generation were helpful for the agents (3) Helpful percentage = (2/1)*100
Tickets where Assist notes where used	Number of tickets where Assist notes were used by the Agents.

Ticket metrics where Assist was helpful

This section shows the following metrics - average ticket resolution, average time to first reply and average number of replies per ticket and compare each metric for tickets

Where Assist was not used, but could have been used
VS
Where Assist was helpful

Note: This shows the data visualization in a bar chart form.

Raw data tables

In addition to consolidated metrics, we have 2 data tables with raw data.

Agent details

Column name	Definition
Agent email	Agents email
Agent ID	The unique agent identifier
Assist installed	Shows if assist is installed by the agent. 1 - Assist is installed Ф - Assist is not installed
Number of tickets where Assist was used	Number of tickets where the agent used Assist.
Number of tickets where Assist was not used	Number of tickets where the agent did not use Assist.
Assist utilization (%)	(Number of tickets where Assist was used / Total number of tickets the agent handled)*100
Average ticket resolution time with Assist (hours)	Average time the agent resolved a ticket with Assist usage
Average ticket resolution time without Assist (hours)	Average time the agent resolved a ticket without using Assist

Ticket details

Column name	Definition
Helpdesk ticket ID	Helpdesk ticket unique identifier
Ticket status	Status of the ticket if its closed, resolved, in progress etc.
Agent ID	The unique agent identifier
Agent email	Agent's email resolving the ticket
Assist used article titles	Shows the assist suggested article title that was used to answer the user query by the agent.
Assist feed used	1 - Assist feed was used 0 - Assist feed was not used
Assist feed helpful	1 - Assist feed was helpful 0 - Assist feed was not helpful
Assist search used	1 - Assist search was used 0 - Assist search was not used
Assist search helpful	1 - Assist search was helpful 0 - Assist search was not helpful
Assist reply generation used	1 - Assist reply generation was used 0 - Assist reply generation was not used
Assist reply generation helpful	1 - Assist reply generation was helpful 0 - Assist reply generation was not helpful
Assist notes used	1 - Assist notes was used 0 - Assist notes was not used
Ticket replies	Number of replies the agent sent to the user for this ticket.
Ticket created time	Time when the ticket was created in the helpdesk. Format: YYYY:MM:DD hh:mm:ss
Ticket resolution time (hours)	Time it took to resolve the ticket
Time to first reply (hours)	Time it took to send the first reply to the user.
Ticket title	Tickets title
Ticket body	Tickets body

Data downloads

Scheduled Delivery Setup