Analytics

Serval tracks all the data on the requests it automates for you end to end — resolution stats, time saved, money saved, time to resolve, SLA adherence, and requester feedback. Use the analytics dashboard to prove ROI, understand what’s driving ticket volume, and prioritize where to invest in new automations.

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Accessing Analytics

Open Analytics in the sidebar. Each team workspace has its own Analytics, and (for Org Admins) the Organization workspace has an org-level Analytics entry. Choose a team using the main app workspace switcher before opening Analytics. The landing page is scoped to a single team and displays lifetime statistics alongside time-series charts for ticket trends, resolution times, SLA performance, and feedback. When the team has SLA policies configured, an SLA compliance summary card headlines your overall met, breached, and at-risk rate, with a link to the detailed SLA view. Where the Analytics workspace is enabled, Analytics opens Overview, with a dedicated sidebar containing Overview, All dashboards, and your custom sections. From an individual dashboard, select Analytics in the breadcrumb to return to Overview. Select Back to app to return to the main workspace. The Analytics sidebar stays scoped to the current team. In the earlier layout, select Dashboards in the Analytics header to find your custom dashboards. Use Collapse sidebar beside Back to app to hide navigation. Select Open sidebar in the page header to reopen it. On narrow screens, Open navigation in the bottom bar opens the Analytics sidebar. Widgets stack vertically to fit the available width. This leaves the saved desktop layout unchanged; use a wider screen to move or resize individual widgets.

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Organize your Analytics workspace

Overview starts with built-in team dashboards. Select Create dashboard to build a new dashboard. To include another dashboard, open its actions menu in All dashboards and select Add to Overview. On Overview, drag a dashboard by its handle, or use Move up and Move down from its options menu. Remove from Overview removes the dashboard from your Overview without deleting it. All dashboards includes your team’s built-in and custom dashboards. Search by name, switch between Grid view and List view, and open a dashboard to explore its widgets. Grid cards show a preview above the dashboard’s name and metadata. Use Built-in and Databases to filter the gallery. Select both to show either kind, or clear both to show every dashboard. Select a chip’s × to remove that filter. Search narrows the selected kinds by name: on desktop, the search icon expands a field beside the view selector; on smaller screens, the search field stays visible below the controls. In All dashboards, grid cards identify database dashboards with a Database badge. Open one to see its source database’s name, icon, and color above the dashboard title. Select that chip to open the database in your current team, including databases shared with your team. If the source cannot be accessed, the chip shows Database unavailable without a link. Use custom sections to organize dashboard shortcuts. Sections start expanded and remember when you collapse them:

1. Select New section directly below All dashboards in the sidebar, enter a Section name, and select Create.
2. Open a dashboard’s actions menu, select Move to section, and choose the section.
3. Select a section name to expand or collapse its dashboard shortcuts. Use its Section actions menu to View section, rename, move, or delete it.

Moving a dashboard into a section leaves it available in All dashboards. A dashboard can also appear on Overview. Deleting a section keeps its dashboards. Overview order, sections, and gallery display mode are personal to you. Dashboard content keeps its existing team permissions. Select a dashboard title to open it; edits change the underlying dashboard, not just your Overview.

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Lifetime Statistics

The lifetime statistics section shows cumulative metrics for the selected team:

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Tickets Chart

The tickets chart shows how tickets are distributed across resolution categories over time as a stacked bar chart, with a total ticket count and percentage for each category.

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Ticket Categories

The chart also includes Canceled and Open categories, which are hidden by default. Click category labels in the legend to toggle their visibility.

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Using the Tickets Chart

• Toggle categories: Click category labels to show or hide them in the chart
• Filter tickets: Apply filters to analyze specific subsets (by ticket type, priority, label, assignee, etc.)
• Time range: Select a preset interval (1W, 1M, 3M, All) or choose a custom date range
• Granularity: Switch between daily, weekly, monthly, or quarterly views
• Export data: Download ticket data as CSV

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Time to Resolve

The time to resolve (TTR) chart shows how long it takes to resolve tickets, displayed as percentiles and mean over time.

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TTR Metrics

The chart displays:

• 95th percentile (p95): 95% of tickets resolve faster than this
• 75th percentile (p75): 75% of tickets resolve faster than this
• Median (p50): Half of tickets resolve faster than this
• 25th percentile (p25): 25% of tickets resolve faster than this
• Mean: Average resolution time

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TTR by Assignee

Below the main chart, a breakdown by assignee shows:

• Total tickets resolved per assignee
• Mean and median TTR per assignee
• Number of SLA breaches per assignee

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Using the TTR Chart

• Filter by assignee: Apply filters to analyze specific team members or ticket types
• Export data: Download TTR data as CSV
• Time range and granularity: Adjust the time window and granularity to match your analysis needs

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SLA Performance

The SLA performance chart tracks how well your team meets SLA deadlines. Dashboard SLA widgets support All time as well as shorter windows; statistics and completion-time percentiles use the full selected history.

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SLA Metrics

• SLA met: Tickets completed before their SLA deadline
• SLA breached: Tickets that exceeded their SLA deadline

The chart displays:

• A pie chart showing the overall SLA compliance rate
• A time-series bar chart showing SLA performance over time

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Using the SLA Chart

• Filter tickets: Analyze SLA performance for specific ticket types, priorities, or assignees
• Time range: View SLA trends over different time periods
• Identify patterns: Look for periods with higher breach rates to understand capacity issues

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Feedback

The feedback chart shows requester satisfaction with Serval’s responses. In the Analytics workspace, Feedback is included on your initial Overview when feedback collection is enabled for your team. You can also find it in All dashboards.

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Feedback Metrics

• Positive: Requester indicated satisfaction with the response
• Negative: Requester indicated dissatisfaction with the response

The chart displays:

• A pie chart showing the overall positive feedback percentage
• A time-series bar chart showing feedback trends over time

Use the tabs at the top of the chart to filter by feedback target:

• All: All feedback across AI and human responses
• Serval: Feedback on Serval AI responses only
• Agent: Feedback on human agent responses only

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Using the Feedback Chart

• Track satisfaction trends: Monitor how feedback changes over time
• Filter by ticket type: Identify which categories receive better or worse feedback
• Improve AI performance: Use negative feedback patterns to identify areas where Skills or workflows need improvement

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Time Range and Granularity

All charts support flexible time range selection.

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Preset Intervals

• 1W: Last week
• 1M: Last month
• 3M: Last 3 months
• All: All available data

You can also select a custom date range for precise analysis periods.

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Granularity

• Daily: View day-by-day trends
• Weekly: View week-by-week patterns
• Monthly: View month-by-month trends
• Quarterly: View quarter-by-quarter trends

The system automatically selects an appropriate granularity based on your time range, but you can override it manually.

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Filtering

All charts support filtering to analyze specific subsets of tickets:

• Ticket Type: Filter by request, task, or incident
• Category: Filter by ticket category
• Priority: Filter by ticket priority
• Status / Status Group: Filter by ticket status
• Assigned To: Filter by assigned user
• Requested By: Filter by the requester
• Labels: Filter by ticket labels
• Date Created / Date Completed: Filter by ticket dates
• SLA: Filter by SLA status
• Feedback: Filter by feedback sentiment

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Exporting Data

Export analytics data for further analysis:

• Tickets CSV: Download ticket data from the tickets chart
• TTR CSV: Download time-to-resolve data from the TTR chart

Exported CSVs include ticket details and can be imported into spreadsheet applications or business intelligence tools.

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Custom dashboards

Beyond the built-in charts, you can build your own custom dashboards. A custom dashboard is a grid of widgets, and each widget runs a workflow that queries your data. One dashboard can combine Serval data (tickets, access requests, assets, and workflow runs), data from connected apps such as ServiceNow or GitHub, and public APIs. Each custom dashboard belongs to a single team. Find dashboards in All dashboards where the Analytics workspace is enabled, or through Dashboards in the Analytics header in the earlier layout. The dashboard actions menu also lets you pin a dashboard to the main app sidebar.

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Viewing and editing

Use the mode selector at the top right of a dashboard to switch between Viewing and Editing. Viewing lets you explore the data. Editing enables widget configuration, rearranging, and resizing. Widgets keep their normal size in Editing, with dotted outlines and no card shadows. Hover over or focus a widget to reveal its corner resize handles and top move grip. Pencil and delete controls remain available. Editing requires analytics edit access for the team. In Editing, the dashboard name and description appear in separate rounded text boxes and save automatically after you pause typing or leave either field. You can keep typing while a save is in progress. When you leave a changed field, a Changes saved toast confirms the save succeeded. If a save fails, your text stays in place and you can select Retry. After you change the default time range, select Save as default beside the time picker to save it. Widget configuration saves from its own panel. Adding, removing, moving, and resizing widgets save as you make those changes. To delete a dashboard, switch to Viewing, open the dashboard actions menu beside the mode selector, and select Delete. Confirm Delete to remove the dashboard and its widgets. This requires analytics edit access.

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Configuring a widget

Select a widget’s pencil button in Editing to open its preview and configuration panel. Edit the title at the top. For workflow-backed widgets, choose the workflow in Source Workflow, select Run Workflow to refresh the preview, or use View Workflow to open its definition. Advanced contains workflow inputs, raw arguments, and the output schema. Visualization combines widget and chart types with their supported settings; boolean settings use Yes and No choices. Changes appear in the preview; select Save to apply them or Cancel to discard them. When the workflow supports the time-range control, choose Dashboard to follow the dashboard range, Relative for a rolling preset, or Specific for fixed dates. In Specific, use the From and To date pickers, then select Apply. Canceling or dismissing the date selection leaves the widget’s range unchanged. Drag the empty canvas to move the preview, or use Hand tool to drag over the widget. Scroll or pinch to zoom. The bottom-left controls let you zoom out or in, select the percentage to return to 100%, and use Fit to view to center the widget within the available space. Panning and zooming don’t change the widget’s size or position on the dashboard.

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Widget types

A dashboard can mix any of these widgets:

• Charts: bar, line, area, and pie charts
• Tables: row-level views, top-N lists, and detail grids
• Stats: single-number KPIs (counts, averages, sums) with an optional comparison below the value and a compact trend chart beside it
• Text: section headers and inline commentary
• iFrame: embeds of external content (only sites that support embedding)
• JSON: raw structured output, useful for debugging

Charts that split a measure into multiple series (a bar, line, or area chart grouped by a field, or a pie chart with a category) can show a breakdown. Turn on Show breakdown by group in the widget editor, and a panel beside the chart shows a grand total and each series’ individual count. Hiding or showing a series in the legend recomputes that grand total against the visible series. The per-series counts stay at their full values. Every dashboard has a time-range control. Serval passes the active range to every widget, but a widget responds only if the workflow behind it uses that range. You can also pin a widget to its own fixed window so it ignores the dashboard control.

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Chart colors

Charts automatically use a seventeen-color brand palette beginning with purple when neither the workflow nor the widget supplies a color choice. When editing a chart widget, open Series colors. Use Brand palette for ordinary categories, such as teams or products. Neutrals offers gray shades, and Semantic colors express positive, warning, negative, or neutral outcomes. Choose meanings in the context of the chart. Use neutral for canceled or retired states unless the chart’s purpose makes them a positive or negative outcome. Default shows the effective color, including colors supplied by the workflow. A series override applies to that widget and takes precedence over the workflow’s choice. Reset to default removes the override and restores the workflow color or automatic palette color. Custom choices remain supported and are preserved when you edit unrelated settings. Hiding a series in the legend doesn’t reassign the remaining colors. Charts with more than seventeen automatic series repeat the palette. Pie charts display positive values only.

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Stat comparisons and health

When a stat has a trend comparison, use Meaning to choose how to interpret movement: The comparison badge and trend chart use this meaning. The percentage and arrow still show the actual change; changing Meaning doesn’t reverse the numbers or change category colors. Thresholds describe current health separately and color the value or background. For example, availability can remain above its healthy target while its comparison shows that it is worsening. Without a comparison, the trend chart uses an active threshold color or the default purple.

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Click-through dashboards

A report is the list of tickets behind a ticket-backed widget. The widget’s workflow creates it on each run, and it holds each ticket’s reference plus the fields the widget is broken down by. Widgets with a report show a View report action, which opens the report in a side panel. Each row is a ticket shown by its reference (for example IT-42). Click a row to open the ticket in a new tab, and use the column header filters to narrow the page you’re viewing. To see only the tickets behind one part of a widget, select that part directly: a bar, a segment of a stacked bar, or a slice of a pie chart, or a row in a table widget. The side panel opens with the report filtered to your selection, and the selected mark stays highlighted while the rest of the chart dims. In a chart grouped by a field, the filter matches both the category and the series you selected. In a chart that stacks several measures, selecting a segment shows the tickets for the whole bar.

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Build a custom dashboard

You can build a dashboard using Catalyst or manually:

• Using Catalyst (recommended): Describe the dashboard in plain language. Catalyst designs the widgets, writes the workflows behind them, and stages a draft for you to review and publish. You can also ask Catalyst to iterate on an existing dashboard (for example, add or remove widgets, rename it, change the time range, or swap the data behind a widget). For more information, see the Catalyst guide to Building dashboards.
• Manually: Create a blank dashboard, then select Add Widget. The new widget opens immediately in the configuration sidebar so you can choose its type and content. Select Save to close the sidebar and reveal the widget at the bottom of the dashboard in Editing mode, ready to move or resize.

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Best Practices

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Common Questions