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
Disclaimer: The Assist Analytics is only available upon request to your Customer Success Manager.
Analytics dashboard definitions
Note: All analytics, including Looker tables and insights tables, are processed every 1 to 2 hours.
Usage analytics
| Metric Name | Definition |
| Number of agents who have installed Assist | The number of agents who have the Assist tool installed so that Assist can help with tickets at 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 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. ** |
*Assist usage: Assist usage means that the agent used one of the Assist features - search, notes, response generation, or feed (including open assist recommended content or search content in the browser or click on the content.
** Assist was helpful: The 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), favorite an item (search, feed), or share a note (notes).
Assist feature usage
| Assist feature usage table | What does 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 was helpful for the agents (3) Helpful percentage = (2/1)*100 |
| Tickets where Assist notes were 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 compares 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 |
| 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 it's 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