> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics

> Track ticket resolution, AI performance, and time saved across your team

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.

***

## Accessing Analytics

Open the **Analytics** tab in the sidebar (under **Organization**). Analytics opens to three tabs: **Overview**, **SLA**, and **Dashboards (beta)** .

The overview 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.

The **Dashboards (beta)** tab is where you build and view [custom dashboards](#custom-dashboards). You have two ways to build a dashboard:

* From the **Analytics** tab: go to **Dashboards**, select **New dashboard**, and build it with [Catalyst](/sections/documentation/catalyst/dashboards). Alternatively, select **Create a blank dashboard** to build the dashboard manually.
* From the **Catalyst** tab: open Catalyst in your team workspace and ask it in chat to build a custom dashboard. Catalyst will guide you through the full process.

<Info>
  Custom dashboards are in beta.
</Info>

***

## Lifetime Statistics

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

<CardGroup cols={2}>
  <Card title="AI resolved tickets" icon="robot">
    Total tickets resolved by Serval AI without human intervention
  </Card>

  <Card title="Total workflows run" icon="wand-magic-sparkles">
    Total number of workflow executions across all tickets
  </Card>

  <Card title="Est. time saved" icon="clock">
    Estimated time saved based on workflow runs and AI resolutions
  </Card>

  <Card title="Est. money saved" icon="dollar-sign">
    Estimated cost savings based on time saved and labor rate
  </Card>
</CardGroup>

<Info>
  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.
</Info>

***

## 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

<CardGroup cols={2}>
  <Card title="AI resolved" icon="circle-check">
    Serval resolved the ticket without human intervention
  </Card>

  <Card title="AI assisted" icon="hand-holding">
    Serval ran workflows, but a human ultimately resolved the ticket
  </Card>

  <Card title="Unassisted" icon="arrow-up">
    Serval escalated to a human without running any workflows
  </Card>

  <Card title="Resolved outside Serval" icon="external-link">
    Resolved without Serval involvement (includes Silent mode tickets and imported tickets)
  </Card>
</CardGroup>

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

### 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

<Tip>
  Use the tickets chart to identify which categories generate the most volume and where to invest in automation or workflow improvements.
</Tip>

***

## 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

<Note>
  TTR is calculated from ticket creation to completion. Only completed tickets are included.
</Note>

### 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

The chart displays:

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

<Warning>
  Only tickets with configured SLA policies are included in this chart. Configure SLA rules to start tracking SLA performance.
</Warning>

### 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

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

<Info>
  This chart only appears if feedback collection is enabled for your team. Only tickets with feedback responses are included.
</Info>

### 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

***

## 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

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

### 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.

***

## 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

<Note>
  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.
</Note>

***

## 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.

***

## Custom dashboards

<Info>
  Custom dashboards are in beta.

  Creating and editing dashboards requires analytics edit access for the team. With view-only access, you can open and explore dashboards but not change them.
</Info>

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.

Custom dashboards live under the **Dashboards** tab. Similar to other analytics features, each custom dashboard belongs to a single team.

### 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 trend indicators and sparklines
* **Text**: section headers and inline commentary
* **iFrame**: embeds of external content (only sites that support embedding)
* **JSON**: raw structured output, useful for debugging

Every dashboard has a time-range control. From a single selector, you can scope the dashboard to one window, such as the last 30 days, this quarter, or year to date. Serval passes the selected 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.

### 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](/sections/documentation/catalyst/dashboards).
* **Manually**: Create a dashboard from the **Dashboards** tab, then add each widget yourself with **Add Widget** and choose the workflow that powers it.

<Card title="Build dashboards with Catalyst" icon="wand-magic-sparkles" href="/sections/documentation/catalyst/dashboards">
  Design widgets, wire up the workflows behind them, and iterate on a dashboard from natural language
</Card>

***

## Best Practices

<CardGroup cols={2}>
  <Card title="Find what to automate next" icon="wand-magic-sparkles">
    Filter by "Unassisted" tickets to see which request types Serval escalates most often — those are your best candidates for new workflows
  </Card>

  <Card title="Track AI resolution rate" icon="robot">
    Monitor the ratio of AI-resolved to total tickets over time. A rising rate means your workflows and Skills are working.
  </Card>

  <Card title="Use feedback to improve Skills" icon="comment">
    Negative feedback patterns point to areas where Skills or workflows need refinement
  </Card>

  <Card title="Export for stakeholders" icon="file-csv">
    Download ticket CSVs to share resolution stats and time savings with leadership
  </Card>
</CardGroup>

***

## Common Questions

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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

    Try adjusting your time range or filters, or ensure the relevant features are configured.
  </Accordion>

  <Accordion title="How do I improve my AI resolution rate?">
    * Create workflows for common request types
    * Add Skills for frequently asked questions
    * Review escalated tickets to identify automation opportunities
    * Use the tickets chart to see which categories have low AI resolution rates
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>