> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/reporting-and-analytics/dashboards.md).

# Dashboards

Requests metrics allow you to monitor your employee support performance.

### Request Dashboard

We’ve improved the existing dashboard to display weekly request metrics, providing insights to analyze the volume of requests you’ve been managing. It also includes reports on the satisfaction of employee support. New filters: you can now filter data by “Submitted from” and “Channel” for more granular insights.

#### AI agents overview

Monitor how your AI Agents are performing: conversation volume, deflection rate, request creation, and actions taken, available in weekly or monthly views.

* **Pre-request overview :** total conversations, article suggestion rate, deflection rate (questions your agents resolved without reaching an admin), and escalation rate.
* **By AI Agent :** conversations, article suggestion rate, and deflection rate over time, broken down per agent, plus escalated conversations and escalation rate per agent.
* **By service :** average user messages before a request is created, and how many of those conversations end up escalated.

Filter by date, Agent, Service, Inbox, Channel, or Article suggested category.

<figure><img src="/files/QpTtO1wXeO5W5pXPxfem" alt=""><figcaption></figcaption></figure>

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Available on the Pro plan.
{% endhint %}

### SLA Dashboard

This dashboard focuses on the SLA feature (currently in beta) and helps you keep track of team performance. For the two targets, “First Time Response” and “Time to Resolve,” you will be able to evaluate your achievement rate.

<figure><img src="/files/0f312bb8575a7499c35fa57c0790e537092f27c2" alt=""><figcaption></figcaption></figure>

Available filters:

* Date
* Priority
* Requested by
* Channel
* Assigned to Inbox
* Assigned to
* Associated to
* Tags
* Requester Location
* Requester Department
* Requester Team

## Evolution of requests

* Repartition by status — Repartition of requests per status (“New”, “In progress”, “Waiting”, “Resolved”).
* Requests over time — Evolution of new and resolved requests during the last 12 months.

## Performance and SLA

* Avg. Solving time (days) — Average of total requests solving time (time when status is “Resolved” - time of creation).
* Avg. Solving time over time (days) — Evolution of average solving time during the last 12 months.
* Completed requests per admin — List of Siit admins with their total of solved requests and their average solving time.
* Distribution by Day of the week — Repartition of requests per day of the week (based on “creation date”).
* Distribution by Hour of the day — Repartition of requests per hour of the day (based on “creation time”).

## Associated applications / services

* Top associated applications / services — Repartition of requests per application / service (including a repartition per status).
* Details \[List] — List of applications / services associated to the requests (“name”, “type”, “requests number”, “avg. solving time (h)”, “last request date”).