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Administration GuideAnalytics

Analytics

The Analytics page in the admin console at app.flexivity.ai  provides dashboards and metrics to help you understand how AI features are performing across your helpdesk instances.

The Analytics page includes the following features:

  • User Feedback for Recommendations and Summaries — Track agent feedback on AI-generated summaries and recommendations, including helpfulness ratings and trends over time
  • Classification Analytics — Monitor the accuracy of AI ticket classification by tracking whether auto-assigned categories hold through ticket resolution or are manually changed by agents
  • KB Gap Analysis — Review identified knowledge base gaps, track which draft articles have been generated and published, and monitor how your KB coverage improves over time
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