Analysing Freddy AI Agent’s performance using Analytics

Note: This analytics report will be discontinued after Jan 2025. A new report will be made available for tracking Freddy AI Agent performance.

Freshservice comes with a curated ‘out-of-the-box’ report (Freddy AI Agent Overview) that helps you understand the performance of the Freddy AI Agent.

To access the report:

Go to Reporting > Analytics > Curated reports > Freddy AI Agent Overview.

Definition of Widgets:

Suggestions: Total number of service items or solution articles suggested by the Freddy AI Agent in the last 30 days.

Ticket Deflected:  Tickets that were deflected by the Freddy AI Agent by suggesting a solution article to the requester. This excludes the suggestions that were marked unhelpful by the requester.

Tickets created using Freddy AI Agent: Number of tickets with their source as Microsoft Teams or Slack.

Suggestions by intent: Shows the distribution of suggestions.

Unanswered questions: Displays the number of questions the Freddy AI Agent was not able to answer. Service desk managers can use this information to create solution articles and service items to improve the deflection and coverage of the Freddy AI Agent.

Unhelpful suggestions:  Suggestions that are marked as unhelpful by the requesters. This includes solution article suggestions for which the user clicked “Not helpful” and service item suggestions where the user didn’t place a service request against one of the suggested items.