The Service Automation Skill Failure Ratio Report is a targeted performance and quality metric report designed to help teams monitor and improve the reliability of automated skills within a service environment. By concentrating on failure data in relation to total ticket volume, the report enables stakeholders to pinpoint problematic automation areas, track trends, and make data-driven decisions for process or system improvement.
To view the Service Automation Skill Failure Ratio Report, perform the following steps:
Log in to the Application.
Select Reports to view the reports.
Figure: ReportsSelect Service Automation to view the reports pertaining to SA.
Figure: Service AutomationSelect Service Automation Dashboard in the Dashboard page to view the reports.
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Figure: DashboardsClick on the vertical ellipse
on the SA_Skill Failure Ratio Report in the Service Automation Dashboard page.
Upon performing this action you can view other options on the report.
Figure: Service Automation Dashboard
Select Enter fullscreen to view the report.
For other options, refer to the Field Description.
Figure: SA_Skill Failure Ratio Options
Field Description
The following table describes the options on the report in the SA Dashboard.
Field | Description |
|---|---|
Force Refresh | Select Force Refresh option to refresh the report. |
Enter fullscreen | Select Enter fullscreen to view the report in a full screen mode. |
View query | Select View query to view the report query in a popup. |
View as table | Select View as table to view the query in a tabular format. |
Drill to detail | Select Drill to detail to view the details at the ID level. |
Share | Click Share and select the below option:
|
Download | Click Download to export the Report to CSV, Excel or save as Image. |