Overview

The Access account insights report is available to all customers with access to AI Assistant Insights. You can access this dashboard by accessing the plugin insights present in the analytics application on the navigation sidebar. It gives you a quick view of how this plugin has been performing corresponding to the employee queries.

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Users with a “Bot analytics admin” or “Bot analytics viewer” role for the analytics application can access this report. Please add the users using the Roles and Permissions tool if they cannot see this report under the AI Assistant insights tab.

Key terms used in this dashboard

Filters and widget types

The access account insights report allows you to filter for a selected time period, department, location, country and based on user preferred language.

Select date interval for which you want to review the served content details

By default the dashboard show account access plugin performance for previous 30 days. This can be changed using the date interval selection. You can select previous months (or) quarters using the selection available in the dropdown.

The dashboard also allows custom date interval selection. You can access that using the “select custom date” button.

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Please note, if you are choosing custom dates, the report data will be projected up to one day before the chosen end date.

Select department/ location/ country/ language for which you want review the served content details

Account access insights report provides 4 top level filters which can used to filter the data.

The department/location/country value is ingested from your external system used in user identity. Please refer here to learn more on user identity ingestion.

Widget types used in this dashboard

1. Trend chart

Line chart or Bar chart that presents the values of one or more metrics over a period of time, with selectable time intervals (day, week, month). For example: trend of active user over a selected time interval.

The day, week, month breakdown is only visible for a selected time interval.

2. Table

A tabular list of one or more dimensions and their metrics. For example: Breakdown of access account issues, this table provides details on the detected instances where access group plugin was successfully called by the AI Assistant. You can see the successful instances corresponding to sub-skills of this plugin, along with breakdown of user feedbacks

Deep dive into widgets

Trend of account access plugin

This widget provides the trend of interactions where a account access plugin was called by the AI Assistant. These are all the instances where the AI Assistant either resolved the user's issue or provided a self-service link for it. (Depending on what has been configured)

Breakdown of account access issues where AI Assistant assisted the user

This widget highlights all issues that users faced and corresponding number of times AI Assistant resolved their issues.

You can sort this widget in ascending and descending order based on a column by clicking on the widgert's top right sort button.

How is the "number of times assisted" calculated ?

The "No. of times assisted" column are instances where users explicitly asked the AI Assistant for help responding to which the AI Assistant provided an assistance and user clicked on the assistance.

For example consider this conversation:

User : Hey, I am unlocked out of Okta, I can't login

Bot : Sure, Click on this button / link and I can help you get access to your Okta back.

User clicks on the button / link > It is at this point, We do +1 to the number of times assisted column.

OR

Bot : Hey , your Okta password is expiring in 2 days, click on this button / link to reset your password.

User clicks on the button / link > It is at this point, We do +1 to the number of times assisted column.