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With the Smart Rule Reports, you can monitor the Smart Rules that require improvements and aim to deliver a refined and automation-rich customer support experience. Observing various smart rules' triggers and count of tickets applied allows you to have 360-degree control of your helpdesk automation.
Summary Pane:
Overview tabs in the summary pane give you the information that matters the most - so that you can quickly get a grip on some key smart rule statistics:
Smart Rules: Displays the count of smart rules that were triggered at least once during the specified time-frame.
Times Triggered: Displays the number of times various smart rules were triggered during the specified time-frame.
Tickets Applied: Displays the count of tickets which had at least one smart rule trigger upon it during the specified time-frame.
By Smart Rule:
This widget visualizes the distribution of smart rules individually over metrics such as
- Times Triggered :
This count is updated every time a smart rule has a trigger on a particular ticket. Multiple triggers are counted individually.
- Tickets Applied
This count is updated if a particular ticket had a smart rule trigger activity. Multiple triggers on a single ticket are counted as one.
This widget gives you an overall idea of the performance of Smart Rules. You can find out which smart rule had the most triggers and which smart rule had the most tickets applied within the specified time-frame. Also, you can contrast the performance of one smart rule over another, derive conclusions, and make informed changes/modifications to smart rules.
By Smart Rule - Relative:
Delve deep into the performance of each Smart Rule - with both the metrics listed side-by-side, you can quickly compare one metric's value relative to another. This helps managers identify which smart rules have a high trigger to tickets applied ratio and identify potential improvements.
Smart Rule Metrics Across Time:
This widget further distributes the metrics (times triggered and tickets applied) and corresponding smart rules over time. With three switchable visualizations (Heatmap, line chart and table) you can precisely drill the value of the metrics down to individual time-periods(hours, days, months, quarter and year). With a quick glance at this metric, you can identify the busiest/calmest time-periods of smart rule activity over the metrics. You can measure the performance of a single smart rule across time and also benchmark one smart rule over another.
Common Questions:
- Where is the Smart Rules Report located? Why is it not visible?
Smart Rules reports are located under "reports" section in the main navigation drop-down. Visibility of Smart Rules reports is controlled by a permission. Ask your administrator to enable them to view the report.
2. Do Deleted/Disabled Smart Rules account for the statistics?
Yes, they do account for the statistics, but only if they had at least one trigger during the time-frame specified in the filter. Additionally, you may find the count of active/disabled/deleted smart rules inside the help text of the Smart Rules overview tab.
