Autopilot Response Log Report
Autopilot Response Log Report
This report will provide access to data on the performance and usage of our Helpdesk Autopilot feature.
Running the Report
To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.
Select the Autopilot Response Log report from the list and specify your filter to run the report. The available filters include:
- Creation Start & End Dates - This is a required set of filters to scope the report to tickets created within the specified time frame.
- Project Name - A single select dropdown allowing you to filter to a specific Helpdesk project.
- Ticket Type - A single select dropdown allowing you to filter to a specific ticket type.
The report is also available via our Autopilot Response Log API endpoint.
Some Questions the Report Answers
- Which projects have some form of autopilot enabled? And if enabled, what response mode?
- How often is autopilot automatically responding without human intervention?
- How often is autopilot assisting with responses to tickets by creating a draft that is used?
- How often is the autopilot draft being edited before being sent?
- What kind of feedback (positive or negative) was left on the response?
Data Columns
Below is the list of columns you can expect to receive from this report.
| Column Name | Value Description |
|---|---|
| ticket_created_at_utc | The date and time that the ticket was created. |
| ticket_updated_at_utc | The data and time the ticket was last updated. |
| ticket_key | The ticket's slug or key displayed in the UI. |
| project_name | The name of the Helpdesk project the ticket is in. |
| ticket_priority | The priority of the ticket. |
| ticket_status | The ticket's status at the time the report was run. |
| ticket_type | The type of the ticket, e.g. task, problem, question, etc. |
| ticket_uuid | The UUID of the ticket. |
| ticket_title | The ticket's title. |
| ticket_description | The ticket's description text. |
| ticket_reporter_email | The email of the reporter of the ticket. |
| ticket_reporter_name | The name of the reporter of the ticket. |
| assigned_user_name | The name of the user assigned to the ticket. |
| assigned_user_email | The email of the user assigned to the ticket. |
| first_response_sent_utc | The date and time of the first response sent. |
| time_to_first_response_in_minutes | The time passed between ticket creation and first response, in minutes. |
| first_responder_email | The email of the user who first responded. |
| first_responder_name | The name of the user who first responded. |
| latest_response_sent_utc | The date and time of the latest response sent. |
| latest_responder_email | The email of the user who last responded. |
| latest_responder_name | The name of the user who last responded. |
| autopilot_draft_accepted | TRUE/FALSE indicator of if the generated draft by autopilot was accepted as is. |
| autopilot_draft_edited | TRUE/FALSE indicator on when the draft generated by autopilot was edited by the agent. |
| autopilot_draft_generated | TRUE/FALSE indicator on when autopilot was able to generate a draft reply on the ticket. A blank value indicates no draft was generated. |
| autopilot_responded | TRUE/FALSE indicator of if autopilot directly responded to the ticket directly, without a draft or human review. |
| autopilot_response_mode | The selected Autopilot response mode selected in the settings at the time of the response. |
| feedback_collected | Indicates if feedback was collected with either a positive or negative value. |
| is_ticket_complete | Denotes if the ticket is completed. |
| ticket_completed_at_utc | The date and time that the ticket completed. |
| time_to_resolution_in_minutes | The time to ticket resolution in presented in minutes. |
| assigned_user_email_when_ticket_completed | The email of the user who was assigned the ticket when it was completed. |
| assigned_user_name_when_ticket_completed | The name of the user who was assigned the ticket when it was completed. |
| first_response_content | The content of the autopilot assisted or created response to the ticket. |
| is_ticket_self_closed | Indicates if the ticket was closed by the reporter after receiving the autopilot response. This would be indicative of a deflection. |
Key Notes for Interpreting Report Edge Cases
Because of the many states and configurations that are available with our Autopilot functionality, there are scenarios where the report data may need a little interpretation. Below are some edge cases and guidance on how to read the data.
- Autopilot Responded column is set to TRUE, but the Autopilot Draft Generated column is empty. This indicates that the autopilot response mode was set to directly reply without creating a draft.
- Autopilot is set to "Automatically send the response to the reporter" but there is no value in the Autopilot Responded column. This indicates that autopilot was unable to generate a response, likely due to lack of matching knowledge for the ticket subject matter.