Access and Permissions
Permission Required: Users must have the 'Enable AI Admin' permission.
Navigation: Access the functionality by navigating to Admin > AI on the left-hand navigation menu.
AI Dashboard Tab
The AI Dashboard provides administrators with a high-level view of AI Ticket Assistant usage and effectiveness. It aggregates AI-related ticket submission data to help administrators understand adoption trends, monitor AI-assisted ticket creation, and evaluate whether AI effectively helps users select the correct issue.
Reporting Window: Fixed to 6 months (current month + previous 5 months).
Data Scope: Exclusively covers the requester-side AI Ticket Assistant experience.
Sync Frequency: Updates occur daily at 12:00 AM UTC. Recent ticket activity may not appear until the next scheduled refresh.
AI Dashboard Header
Displays the following at the top of the page:
The reporting period (last six months).
The currently represented ending month.
A note indicating that KPI cards reflect activity from the most recent 30 days.
KPI Cards and Charts
There are seven KPI summary cards and charts providing visibility into recent AI activity.
Metric Indicators: Each KPI card includes a month-over-month delta indicator.
Green: Favorable changes.
Red: Unfavorable changes.
Count-based metrics: Display percentage change.
Rate-based metrics: Display percentage-point change.
KPI cards display metrics for the most recent 30-day period, while the charts display monthly trends across the six-month reporting window.
The current month is included even when in progress. Dashboard charts/cards incorporate available data for the current partial month. If your district has fewer than six months of history, only the available months are displayed.
AI Tickets (Last 30 Days)
Description: Total number of tickets submitted through AI channels (Chat + Email).
Includes: Percentage increase/decrease vs. prior 30-day period, and a mini trend chart.
% Via AI (Last 30 Days)
Description: Percentage of all submitted tickets created through AI channels.
Includes: Percentage increase/decrease vs. prior 30-day period, and a mini trend chart.
Usage: Understand overall AI adoption vs. traditional ticket submission.
Unique AI Users (Last 30 Days)
Description: Number of unique users who submitted at least one AI-generated ticket.
Includes: Percentage increase/decrease vs. prior 30-day period, and a mini trend chart.
Usage: Determine the adoption across the organization rather than measuring ticket volume.
Issue Not Listed - AI (Last 30 Days)
Description: Percentage of AI-generated tickets that resulted in the Issue Not Listed selection.
Includes: Percentage increase/decrease vs. prior 30-day period, and a mini trend chart.
Significance: Primary indicator of effectiveness. Lower percentages indicate AI is successfully helping users locate the correct issue.
Tickets Submitted per Month
Description: Compares the total ticket volume with AI-assisted intake methods.
Usage: Provides insights into changes in AI Ticket Assistant usage over time and its overall contribution to ticket volume.
Data Points: Total Tickets, AI Chat, AI Email.
Note: When you hover over a month, detailed counts for each data point will be displayed.
Unique Users Submitting AI Tickets
Description: Number of distinct users submitting AI tickets each month.
Usage: Determines whether AI is used by a small group of users or is widely adopted throughout the district.
Data Points: iiQ Agent/Admin, All Other Roles.
Note: When you hover over a month, detailed counts for each data point will be displayed.
A Unique AI User represents a distinct requester who submitted at least one AI-generated ticket during the reporting period. Multiple tickets submitted by the same person count as one user.
% of Tickets that are "Issue Not Listed"
Description: Monitors the percentage of tickets selected as 'Issue Not Listed' across various ticket submission methods, including both AI and non-AI submissions.
Interpretation: Lower values are favorable for this specific chart, indicating users are finding the correct issue rather than a generic fallback option.
Data Points: AI Chat, AI Email, Non-AI Email, and Non-AI Other.
Note: When you hover over a month, detailed counts for each data point will be displayed.
Chat Replay Tab
Chat Replay provides visibility into the conversations with the AI Ticket Assistant that resulted in a ticket being created or resolved. It allows administrators to review the full workflow and understand how the AI interpreted the user's input.
Purpose: To review the workflow and AI's interpretation of user input during ticket submission or resolution.
Limitation: Email-to-Ticket submissions are not captured by Chat Replay.
Chat Replay Grid
The grid displays a structured table of AI Ticket Assistant workflow interactions in the AI Admin area. The grid includes the following columns:
Chat Date/Time: Timestamp of when the AI workflow was executed (sorted by most recent first).
Workflow Name: Typically listed as Ticket Assistant Workflow.
Requested For: The user associated with the workflow (includes avatar, name, email, and role badge).
Ticket: Displays the title, link, number, and last updated timestamp of the created ticket. (This field is blank if no ticket was created.
User Message: The original message entered by the user (e.g., “My screen is cracked”).
Chat Replay Button: Opens the detailed interaction view for that specific workflow.
Thumbs Up 👍 / Thumbs Down 👎 : Displays the count of positive/negative feedback received for that AI interaction (if feedback was submitted).
Result: Displays the percentage breakdown of positive/negative feedback.
Chat Replay Interaction View
Selecting the 'Chat Replay' button opens a page with technical details, showing a replay-style view of the interaction. While not an exact copy of the live chat interface, it reflects:
The original user description.
The assets or issue options presented.
The selections made by the user.
Messages shown during the workflow.
Whether a ticket was created.
The final issue description used.
If feedback was provided for messages marked as Helpful (Thumbs Up) or Not Helpful (Thumbs Down).
