AI Report
The AI Report provides insight into productivity gains as a result of using Enchant AI. We breakdown how each component of Enchant AI is being used and which team member is gaining the most productivity.
Just like all other Enchant reports, this report shows the data based on the selected reporting period.
The first section shows you a summary of key productivity metrics resulting from your team's usage of Enchant AI. You can quickly see how many tickets resolutions were accelerated by AI and also get estimate on how much time was saved by using AI.
Each of these metrics are then further explained below.
Here you can see the percent of tickets that were resolved with the help of Enchant AI.
Resolved Ticket: If a ticket has any responses when it's closed, it's considered resolved by the user that wrote the last response. A ticket will be counted as resolved during the reporting period if the last user response was sent during that time.
AI Assisted Resolution: A ticket is considered to have an AI assisted resolution if the ticket was resolved during the reporting period and there was at least one Enchant AI feature was used on the ticket during its lifetime.
The first chart in this section shows the usage of each Enchant AI feature over time. Each feature has it's own colored line in the chart so you can see any trends and patterns for individual features easily.
When you hover over a point the chart show you the details of each feature with actual usage numbers for that point in time.
The second chart shows you an overall breakdown of AI usage by features and how each of them compare to the rest during the selected reporting period.
This part also contains a pie chart that gives you a more visual representation to make it easier to identify trends and gather insights to enhance specific workflows for your team.
The purpose of this section is to provide a tangible measure of the productivity gained by your team through the use of Enchant AI features. The line chart shows the amount of time saved over time as you team is sped up by a pre-written AI draft, label suggestion, canned response suggestion, etc.
This section highlights the AI usage pattern of individual team members. Only the users that have used Enchant AI are shown in this leaderboard. Each row represents the following information about AI usage by that user:
Name: User name
AI Usage: a count of Enchant AI usage across all AI features, with comparison to the last period
Assisted Resolutions: percentage of ticket resolutions where Enchant AI features were used, and comparison to the last period
Time Saved: total amount of time saved by the user by utilizing Enchant AI, and comparison to the last period
Activity: line chart of activity over time
