The AI & automation report: what Jev did and how much time it saved
Reports → AI & automation shows what Jev and the AI did for your team over a period: tickets triaged, chats answered, tickets routed, spam filtered. Use it to see whether the AI is pulling its weight, and to show others.
It uses the same date range and help desk filters as the other reports. Numbers cover tickets created in the period, and each headline figure is compared with the period before.
Agent time saved (estimate)
The big number at the top is an estimate, and the page says so. It's worked out from these assumptions, shown beside the number:
| For each… | Counted as |
|---|---|
| ticket triaged | 1 minute |
| spam or machine mail filtered | 1 minute |
| chat the AI resolved alone | 6 minutes |
| AI first reply | 4 minutes |
| ticket assigned by Jev | 30 seconds |
Everything else on the page is a count of something that actually happened on a ticket, not an estimate.
The headline cards
- Tickets triaged by Jev: new tickets Jev read and triaged, and their share of all tickets created in the period.
- Chats resolved by AI alone: live chats that never needed a person.
- AI replies sent: messages the AI wrote to customers: chat answers and AI-written acknowledgement emails.
- Assigned by best match: tickets Jev matched to the agent whose skills fit best.
What Jev did
A breakdown of Jev's decisions and flags:
- Priority set: Jev raised or lowered a ticket from the default priority.
- Ticket type filled in: where none was set.
- Spam & machine mail filtered: flagged and moved to low priority.
- Frustrated customers flagged.
- Tickets assigned by best match.
- AI rules run: triggers with an AI check that matched.
- Likely duplicates spotted: suggested for merging.
- "Thanks, sorted" replies spotted: suggested for closing.
- Tag suggestions made.
These count what Jev suggested or did, not what your team accepted. A duplicate suggestion counts whether or not someone merged it.
Exporting it
Export CSV at the top of the report downloads the figures for the period, the previous period and the change, along with the time-saved assumptions.
"No AI activity in this period"
You'll see this if nothing AI-related happened in the dates and desks you picked. Usually no desk has AI triage & assist switched on (Settings → Help Desks), or the date range is before you turned it on. See Turning on AI triage for a help desk.
Also in the monthly summary
Reports → Monthly summary includes the same AI figures for the month. See Your monthly summary report (and downloading it as a PDF).
Related: Reports and analytics: response times, resolution and volume · What is Jev? The AI in IntelliDesk explained