The My Dashboards page is ServiceAI's analytics command center, providing MSPs with comprehensive service desk performance insights across seven customizable analytical perspectives.
This central hub transforms raw service data into actionable intelligence through time-based analysis and visual dashboards that help service desk managers understand performance trends, identify improvement opportunities, and track AI deployment readiness progress.
Note: As of the May 2026 release, AI Chat is the home page when you sign in to ServiceAI. My Dashboards remains a first-class analytics surface and is still available from the left sidebar — just click My Dashboards in the NavMenu to open it. You can also still set a default dashboard tab so it loads instantly when you navigate to My Dashboards.
- Dashboard Analytics for Executive Oversight
- Understanding the Seven Standard Dashboard Tabs
- Dashboard Customization and Configuration
Dashboard Analytics for Executive Oversight
The dashboard provides immediate visibility into critical service desk metrics through time-based analysis, allowing MSPs to monitor performance trends, identify emerging issues, and track the effectiveness of improvement initiatives across customizable time periods.
Support Multi-Dimensional Analysis
- Seven distinct analytical perspectives offer comprehensive coverage of service desk operations, from ticket quality and agent performance to documentation status and customer satisfaction patterns, providing holistic insight into organizational effectiveness.
Accelerate Decision-Making Through Visual Intelligence
- Dashboard widgets transform complex data relationships into intuitive visual formats that enable rapid pattern recognition, trend identification, and strategic decision-making without requiring detailed data analysis expertise.
Facilitate Customized Management Workflows
- Flexible dashboard configuration allows individual managers to create personalized views that align with their specific oversight responsibilities, reporting requirements, and strategic priorities.
Understanding the Seven Standard Dashboard Tabs
Overview Tab: The Executive Summary Dashboard
What This Tab Does: Provides a high-level service desk performance overview through User RPS scoring, flagged ticket identification, and trend analysis across key operational areas.
Key Widgets:
- User RPS Gauge: Cumulative quality assessment of tickets received during the selected time range, indicating overall user experience and AI training potential
- Tickets for Review Grid: AI-flagged tickets requiring attention, including Cancellation Risk, Sales Opportunity, and other notable classifications that need management focus
- Keyword Trends Word Cloud: Visual representation of common customer language patterns from ticket requests
- Root Cause Word Cloud: Analysis of underlying problem patterns identified through ticket resolution
- Product Keywords Word Cloud: Technology and service-specific terms associated with support requests
AI Ticket Assessment Tab: Ticket Quality and Interaction Analysis
What This Tab Does: Focuses on ticket-level intelligence to help MSPs understand interaction patterns, complexity levels, and AI automation potential across their support workload.
Key Widgets:
- Ticket RPS Gauge: Quality assessment of tickets based on completeness and AI training suitability
- Ticket Comments Distribution: Analysis of interaction volume showing tickets with different comment ranges (1-3, 4-6, 7-9, 10+ exchanges)
- Agent Responses Analysis: Distribution of agent response patterns (functionality requires clarification)
- Ticket-to-Comment Ratio: Average conversation length indicating issue complexity and customer engagement levels
- Categorization Charts: Pie chart visualizations of tickets by Category, Classification, and Root Cause using AI Analysis tab logic
AI Article Assessment Tab: Documentation Quality Overview
What This Tab Does: Provides a strategic overview of knowledge base health and documentation readiness for AI deployment, helping prioritize content improvement efforts.
Key Widgets:
- Article RPS Gauge: Overall documentation quality assessment based on AI training suitability (calculations are not date-specific)
- Article RPS Summary: Distribution of articles across quality score ranges with click-through navigation to the Articles tab
- Article Readability Distribution: Analysis of how effectively ServiceAI can extract answers from existing documentation
- Article Grammar Assessment: AI-powered grammar quality scoring across the knowledge base
- Documentation Average Age: Analysis of content freshness with statistics on documentation maintenance and currency
AI Training Tab: Internal AI Usage and Performance
What This Tab Does: Monitors how effectively agents use ServiceAI's AI training capabilities and measures sandbox testing performance to guide AI deployment readiness.
Key Widgets:
- Agent Chat Performance: Breakdown of AI resolution effectiveness (Solved, Partially Solved, Not Solved) based on agent feedback during sandbox testing
- Chat Activity Summary: Volume analysis of internal agent usage patterns for Orion assistant
- Chat Trends: Historical trend analysis showing agent engagement with AI training tools over time
AI Deployment Tab: End-User AI Performance Monitoring
What This Tab Does: Tracks real-world AI deployment effectiveness through CloudRadial Chat interactions, measuring actual end-user satisfaction with automated responses.
Key Widgets:
- User Chat Performance: Analysis of AI effectiveness in production deployment with end-user interactions, showing resolution success rates for actual client-facing AI conversations
Agent Performance Tab: Human Workforce Analytics
What This Tab Does: Provides comprehensive agent performance monitoring through workload analysis, quality scoring, and operational efficiency metrics for data-driven workforce management.
Key Widgets:
- Agent RPS Gauge: Overall agent performance assessment based on ticket conversation quality and resolution effectiveness
- Agent Scoring Trends: Monthly performance tracking with individual agent trend lines for performance management
- Tickets by Agent: Volume distribution showing workload allocation across team members
- Agent Tickets Bar Chart: Alternative visualization of ticket volume per agent
- Tickets by Status: Distribution analysis of ticket progress and completion rates
- Ticket Aging Summary: Analysis of ticket resolution timeframes and potential bottlenecks
- Channel Trends: Submission source analysis showing which communication channels generate the most support requests
Customer Satisfaction Tab: User Experience and Engagement Analysis
What This Tab Does: Analyzes customer interaction patterns and satisfaction trends to support relationship management and service optimization strategies.
Key Widgets:
- User RPS Gauge: Same functionality as Overview tab, measuring overall user experience quality
- Tickets by Time of Day: Analysis of when customers submit support requests for staffing optimization
- Tickets by Day of Week: Weekly pattern analysis for resource planning and workload distribution
- Tickets by User: User-specific volume analysis (functionality requires clarification)
Dashboard Customization and Configuration
Though there are stock tabs and widgets, you can change the layout and contents of the tabs on the dashboard to visualize the key elements that matter most to your service desk.
Tab Management
Access dashboard customization through the settings gear icon to:
- Reorder Tabs: Arrange tabs in preferred sequence for workflow optimization (drag them by the three-line hamburger menu).
- Set Default Tab: Choose which tab opens first whenever you visit My Dashboards
- Delete Tabs: Remove tabs that don't align with individual management needs
- Create Custom Tabs: Build new tabs with personalized widget combinations
Widget Configuration
Use the Edit functionality on individual tabs to:
- Add Widgets: Select from a comprehensive widget library covering all ServiceAI analytics
- Resize Widgets: Adjust widget dimensions to emphasize priority metrics
- Reorder Widgets: Arrange widgets for optimal visual flow and information hierarchy
- Remove Widgets: Eliminate widgets that don't provide value for specific use cases
Note that there are more widgets inside of ServiceAI than are initially displayed within the stock dashboard tabs. Experiment with adding your own tabs with non-standard widgets to fully maximize the value of ServiceAI's dashboard reporting.
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