Accessing Analytics
Open the Analytics tab in the sidebar. The dashboard is scoped to a single team and displays lifetime statistics alongside time-series charts for ticket trends, resolution times, SLA performance, and feedback. Use the team switcher in the analytics header to switch between teams.Lifetime Statistics
The lifetime statistics section shows cumulative metrics for the selected team:AI resolved tickets
Total tickets resolved by Serval AI without human intervention
Total workflows run
Total number of workflow executions across all tickets
Est. time saved
Estimated time saved based on workflow runs and AI resolutions
Est. money saved
Estimated cost savings based on time saved and labor rate
Time saved is calculated as 10 minutes per AI-resolved ticket and 5 minutes per workflow run. Money saved uses a default labor rate of $100/hour, which you can configure.
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.Ticket Categories
AI resolved
Serval resolved the ticket without human intervention
AI assisted
Serval ran workflows, but a human ultimately resolved the ticket
Unassisted
Serval escalated to a human without running any workflows
Resolved outside Serval
Resolved without Serval involvement (includes Silent mode tickets and imported tickets)
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
Time to Resolve
The time to resolve (TTR) chart shows how long it takes to resolve tickets, displayed as percentiles and mean over time.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
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
TTR is calculated from ticket creation to completion. Only completed tickets are included.
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
SLA Performance
The SLA performance chart tracks how well your team meets SLA deadlines.SLA Metrics
- SLA met: Tickets completed before their SLA deadline
- SLA breached: Tickets that exceeded their SLA deadline
- A pie chart showing the overall SLA compliance rate
- A time-series bar chart showing SLA performance over time
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
Feedback
The feedback chart shows requester satisfaction with Serval’s responses, displayed when feedback collection is enabled for your team.Feedback Metrics
- Positive: Requester indicated satisfaction with the response
- Negative: Requester indicated dissatisfaction with the response
- A pie chart showing the overall positive feedback percentage
- A time-series bar chart showing feedback trends over time
- All: All feedback across AI and human responses
- Serval: Feedback on Serval AI responses only
- Agent: Feedback on human agent responses only
This chart only appears if feedback collection is enabled for your team. Only tickets with feedback responses are included.
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 guidance or workflows need improvement
Time Range and Granularity
All charts support flexible time range selection.Preset Intervals
- 1W: Last week
- 1M: Last month
- 3M: Last 3 months
- All: All available data
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
Filtering
All charts support filtering to analyze specific subsets of tickets:- Ticket Type: Filter by request, task, or incident
- 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
Some filters are excluded from specific charts where they would be redundant — for example, the SLA filter is excluded from the SLA chart, and the feedback filter is excluded from the feedback chart.
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
Best Practices
Find what to automate next
Filter by “Unassisted” tickets to see which request types Serval escalates most often — those are your best candidates for new workflows
Track AI resolution rate
Monitor the ratio of AI-resolved to total tickets over time. A rising rate means your workflows and guidance are working.
Use feedback to improve guidance
Negative feedback patterns point to areas where guidance or workflows need refinement
Export for stakeholders
Download ticket CSVs to share resolution stats and time savings with leadership
Common Questions
How is time saved calculated?
How is time saved calculated?
Serval estimates 10 minutes saved per AI-resolved ticket and 5 minutes saved per workflow run. These estimates are based on typical time required for human agents to handle similar tasks.
What's the difference between AI resolved and AI assisted?
What's the difference between AI resolved and AI assisted?
AI resolved means Serval completed the ticket entirely without human intervention. AI assisted means Serval ran workflows on the ticket, but a human agent ultimately resolved it.
Why don't I see any data in a chart?
Why don't I see any data in a chart?
Charts require relevant data to display:
- TTR chart: Needs completed tickets in the selected time range
- SLA chart: Needs tickets with configured SLA policies
- Feedback chart: Needs feedback collection enabled and tickets with feedback responses
How do I improve my AI resolution rate?
How do I improve my AI resolution rate?
- Create workflows for common request types
- Add guidance for frequently asked questions
- Review escalated tickets to identify automation opportunities
- Use the tickets chart to see which categories have low AI resolution rates
What does 'Resolved outside Serval' mean?
What does 'Resolved outside Serval' mean?
This category includes tickets resolved without Serval’s involvement. This can happen when:
- Tickets are in Silent mode
- Tickets are imported from external systems already resolved
- Tickets are manually marked as resolved without Serval processing them
How do I switch between teams?
How do I switch between teams?
Use the team switcher in the analytics header to view a different team’s data. Analytics is scoped to one team at a time.