What if incidents reports came to you—before you even opened a dashboard? With conversational reporting.
IT Analysts can simply ask for incident data and receive instant, ready-to-use reports sorted by the latest activity. Generate real-time incident reports through chat—just ask, and get accurate, sorted ticket insights instantly.
Enables IT Analyst Agents to instantly generate incident reports through a conversational chatbot interface.
The system aggregates incident data and uses AI to detect reporting intent from analyst chat messages. When a request includes simple parameters (e.g., incidents by stauts), the chatbot automatically generates a structured, list report with accurate ticket data, sorted by the most recent incidents.
Use Case
It’s Monday morning. An IT Analyst is preparing for a weekly ops review and needs a quick snapshot of recent incidents.
Instead of navigating through multiple dashboards, applying filters, and exporting reports, they simply type:
“Show me incidents by status”
Within seconds, the chatbot understands the request. No clicks. No filters. No delays.
A clean, structured report appears—listing all relevant tickets, accurately filtered and sorted by the latest incidents. What used to take minutes now happens in moments. The analyst walks into the meeting with real-time insights, ready to act—not just report.
View Incident Reports
The analyst enters a query in the chatbot, where AI detects the reporting intent and extracts parameters. The system then fetches aggregated incident data and generates a structured report, displaying tickets sorted by the latest created date.
To view the incidents reports based on the provided intent, perform the following steps:
Log in to the Application as an Analyst.
Prompt the analyst agent with query such as “show me a list on incidents by status”.
Figure: Incidents by Status - PromptAgent provides the list of incidents by status in the following chatbot.
Figure: List of incidents updated last 7 days
The following incidents reports are supported via AIW.
Supported Incidents Reports
Response SLA by Analyst
Response SLA by Workgroup
Response SLA by Category
Response SLA by Priority
Response SLA by Location
Response SLA by Classification
Resolution SLA by Analyst
Resolution SLA by Workgroup
Resolution SLA by Category
Resolution SLA by Priority
Resolution SLA by Location
Resolution SLA by Classification
Open Incident Aging by Analyst
Open Incident Aging by Workgroup
Open Incident Aging by Category
Open Incident Aging by Classification
Open Incident Aging by Priority
Open Incident Aging by Location
Resolved Incident Aging by Analyst
Resolved Incident Aging by Workgroup
Resolved Incident Aging by Category
Resolved Incident Aging by Classification
Resolved Incident Aging by Priority
Resolved Incident Aging by Location
Incident Status by Analyst
Incident Status by Workgroup
Incident Status by Category
Incident Status by Classification
Incident Status by Priority
Average SLA time by Analyst
Average SLA time by Workgroup
Average SLA time by Category
Average SLA time by Priority
Average SLA time by Location
Average SLA time by Classification
Average Clock time by Analyst
Average Clock time by Workgroup
Average Clock time by Category
Average Clock time by Priority
Average Clock time by Location
Average Clock time by Classification
Incidents by Medium
MTTR for Incidents by Analyst
MTTR for Incidents by Workgroup
Incident Volume Trend Report by Classification
Major Incidents Report
Incident by Priority
Incident by Status
Top 10 categories
Incident Logged vs Resolved
Few samples are shown below:
Resolved Incident by Priority
It displays the incidents resolved by Priority.
Figure: Resolved Incidents by Priority
Incident Status by Priority
It displays the incidents status by priority.
Figure: Incident Status by Priority
SLA by Classification
It displays incidents with resolution SLA by Classification.
Figure: Resolution SLA by Classification
Combination of two parameters such as Resolved Incident Aging by Priority and Resolved Incident Aging by Priority
It displays the incidents with two filter criteria such as Resolved Incident Aging by Priority and Resolved Incident Aging by Priority
Figure: Combination Parameters
Error Handling
Currently, the feature supports the Incident module only. For queries related to other modules (e.g., service requests), the chatbot responds with an appropriate message to inform the analyst. In cases where the query or summarization fails, the bot notifies the analyst with a relevant fallback message.
User prompt: Display the Service Requests updated in last 7 days.
Agent: Currently, I can generate reports only for Incident Management. Please try requesting an incident-related report.
Figure: No Service Requests