TABLE OF CONTENTS

• Why you see sample insights
• What different roles see
• When sample insights are replaced with actual insights

The You're seeing sample insights banner appears when Freddy AI displays example Proactive Insights instead of insights generated from your account data. This means Freddy AI does not yet have enough activity to analyze.

Applies to: Freshservice accounts with Freddy AI Insights enabled

Why you see sample insights

Proactive Insights identifies trends, anomalies, and recommended actions from your service desk activity. Until enough data is available, Freddy AI displays sample insights so you can understand how the feature works.

You might see sample insights in the following situations:

• Your account is new or currently in trial mode.

• Freddy AI Insights was enabled recently.

• Your account does not yet have enough ticket activity for Freddy AI to generate insights.

What different roles see

The sample insights displayed depend on your role and access level.

• Executive Insights users see workspace-level sample insights that represent trends across workspaces and agent groups.

• Agents and supervisors with Group Insights access see group-level sample insights based on the agent groups they can access.

When sample insights are replaced with actual insights

Freddy AI starts showing insights from your account after all of the following conditions are met:

• Proactive Insights is enabled in Admin > Freddy AI > Freddy > Freddy AI Insights.

• Your account has agent groups with assigned tickets.

• Freddy AI has enough recent service desk activity to analyze.

Restricted Groups are not included in Proactive Insights analysis.

Proactive Insights refreshes weekly, depending on the insight type. Each insight includes a timestamp showing when it was last updated. Once Freddy AI has enough data, the sample insights banner is automatically removed during the next refresh cycle.

Note: Sample insights are the same for all accounts in sample mode within a given scope. They do not represent your actual service desk activity, and any actions taken on sample insights are not saved.