The Users tab serves as ServiceAI's end-user intelligence center, transforming raw individual user data into personalized service insights that drive both targeted support strategies and optimized AI deployment decisions.
This section provides MSPs with comprehensive analytics on individual user behavior patterns, satisfaction levels, and support requirements that directly impact both service quality and client relationship management.
- The Strategic Purpose of Individual User Analysis
- Understanding the Users Grid
- Individual User Analysis and Intelligence
- Available Actions and Business Impact
The Strategic Purpose of Individual User Analysis
The Users tab converts individual end-user interaction history from your connected PSA system into actionable intelligence to help MSPs identify user-specific needs, communication preferences, and optimal service approaches for each person across their client portfolio.
Support Proactive Relationship Management
- User analysis provides concrete data for identifying challenging users, satisfied advocates, and at-risk relationships before they escalate into larger client issues or influence overall account satisfaction scores.
Optimize Agent Assignment and Training
- By understanding individual user patterns and satisfaction levels, MSPs can strategically assign specific agents to users who need specialized handling while identifying training opportunities based on successful user interaction patterns.
Accelerate Targeted AI Deployment
- User-level analysis helps MSPs identify which individuals are ideal candidates for AI-first support interactions and which require continued personalized human attention, enabling precise AI rollout strategies.
Understanding the Users Grid
The main users grid displays all individual ticket requesters imported from your connected PSA system in a filterable, sortable format that provides at-a-glance visibility into end-user behavior patterns and satisfaction trends across your entire client portfolio.
About the User Grid Columns
Some of the users grid columns include:
- Name: Individual end-user names for direct identification
- Company Name: Client organization affiliation for relationship context
- Email: Contact information for direct communication facilitation
- AI Ticket RPS: The average ticket RPS for the specific user.
- AI Agent RPS: The average agent RPS for the specific user.
- AI Requester RPS: The average requester (user) RPS of the specific user.
There are many more grid columns that you can customize to your preference, allowing you to set the portal to look exactly the way you want and provide the most valuable user relationship data at a glance.
Customizing the Users Grid to Your Preferences
MSPs can personalize the users grid to match their support delivery workflow needs:
Adjust Columns: Click the Settings icon to edit the standard view and add, remove, or reorder columns based on the information most relevant to your user relationship analysis needs.
Create Custom Views: Click on the Settings icon and select the New View button to create specific column configurations and combinations for different types of analysis (e.g., "High Maintenance Users" or "AI Deployment Candidates").
Note that custom views are user-specific and not shared between team members, allowing each support manager to optimize their individual workflow.
Individual User Analysis and Intelligence
Clicking on any user opens ServiceAI's comprehensive user intelligence interface, providing several key analysis areas:
User Details Pane
This pane provides essential individual user information with critical relationship management tools:
- Name: The name of the specific user.
- Company: The name of the company associated with the user.
- Email: The email address of the company associated with the user.
- Tags: Any AI-generated tags of the user to help categorize them for future reporting.
- Role: The role of the user in the ServiceAI platform.
- Last Login: The last login of the user in the CloudRadial UCP platform.
- Favorite (star): Click the star icon to pin this user to your personal Favorites. Favorited users appear in the sidebar Favorites group and on the /favorites page for one-click access. Favorites are per-user, so each ServiceAI account keeps its own list.
AI Insights Pane
This pane provides core intelligence showing user-specific RPS scoring with personalized service context:
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User-Specific RPS Scores: Individual relationship metrics tailored to this person:
- Ticket RPS: AI's confidence in handling this user's typical support requests - higher scores indicate that the user is a good candidate for AI-first interactions, while lower scores suggest a need for human expertise or complex requirements.
- Requester RPS: This individual's satisfaction and sentiment patterns with your service desk - identifies whether they're generally pleased with service or consistently challenging to satisfy
- Agent RPS: How well your technicians perform when working with this specific user. This reveals coaching opportunities or indicates users who require specialized handling approaches.
- AI-Generated User Analysis: Automated insights providing personalized service recommendations, communication preferences, and strategic user management guidance. If you are missing insights in this section, select the Analyze with AI button to generate this text.
User Rules Pane
Customization area for individual-specific AI behavior and service approaches:
Custom Agent Mode Rules: Define user-specific AI Chat response modifications in Agent mode such as communication style preferences, technical detail level, language adjustments, or interaction tone to personalize the support experience for this individual.
Want to learn all about how to set up Orion Assistant with rules? Click here to learn more.
Recent Tickets Grid
Direct access to the latest tickets from this user in a convenient grid format that is more compact than the full-sized Tickets view grid:
- Ticket ID: The ID of the ticket from your PSA/ticketing system.
- Subject: The title of the ticket from your PSA/ticketing system.
- Date: The date when the ticket was first opened, according to the PSA/ticketing system.
- Status: The current status of the ticket, pulled from the PSA/ticketing system.
- RPS: The average RPS score, overall, of that ticket (agent, responder, and ticket RPS averaged here).
Available Actions and Business Impact
ServiceAI provides several user relationship management tools that transform individual user data into personalized service strategies and improved satisfaction outcomes.
Favorite a User
Pin the users you work with most often so they are always one click away:
How to Use: Click the star icon in the User Details pane (or in the Users grid row, when the Favorite column is enabled) to add the user to your Favorites. Click the star again to remove the pin. Favorited users appear in the sidebar Favorites group and on the /favorites page. Favorites are stored per ServiceAI account, so each team member maintains their own personal list.
Business Impact: Cuts navigation time for VIPs, escalation contacts, or users you are actively coaching, and keeps high-touch relationships in front of mind without changing any shared data.
Test AI Training for User Context
Validate AI responses using this user's specific interaction style and preferences:
How to Use: Click Test AI Training in the User Details pane to launch AI Chat Sandbox while impersonating this specific user, allowing you to preview exactly how this individual would experience AI interactions (applying both global, company, and user-specific Orion Assistant rules in the chatbox).
Business Impact: Ensures AI responses match individual user expectations and communication styles, reduces the risk of frustrating AI experiences with specific users, and builds confidence in personalized AI deployment decisions.
Create User-Specific Rules
Customize AI behavior to match individual communication preferences and requirements:
How to Use: Navigate to the User Rules section and click Add Rule to create user-specific AI behavior modifications such as preferred language complexity, interaction tone, or technical detail preferences.
Business Impact: Enables truly personalized service delivery that improves individual satisfaction, reduces friction in support interactions, and demonstrates attention to user preferences that strengthen overall client relationships.
Share User Intelligence
Distribute user analysis to support agents and account managers for coordinated relationship management:
How to Use: Use the Share button in the User Details pane to email a comprehensive user analysis or create support management tasks that help team members understand individual user needs and preferences.
Business Impact: Enables consistent personalized service across different agents, supports proactive relationship management, and ensures optimal user experiences regardless of which technician handles their requests.
Analyze User Satisfaction Patterns
Use individual user RPS trends to identify relationship risks and service optimization opportunities:
How to Use: Review user-specific RPS patterns and ticket history to identify individuals with declining satisfaction, increasing request complexity, or strong AI deployment potential.
Business Impact: Enables proactive intervention for dissatisfied users before they influence company-wide relationships, identifies user advocates for testimonials or case studies, and supports strategic decisions about personalized service approaches.
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