The SysTrack AI Overview DEX Pack dashboard provides visibility into SysTrack AI usage, enterprise adoption, and operational impact. Use it to track how employees interact with SysTrack's conversational AI self-help tools across multiple channels, measure self-service deflection and AI-assisted resolution rates, and demonstrate the value of SysTrack AI to leadership.
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How This Feature Helps You
The SysTrack AI Overview DEX Pack helps organizations understand and communicate the impact of their SysTrack AI deployment. Key benefits include:
AI Adoption Monitoring: Track total sessions, unique users, and repeat usage rates across all AI channels (A2A, MCP, Teams, Voice, and Pulse) to understand how widely SysTrack AI is being used.
Self-Service Deflection Insights: Measure how many issues are resolved without service desk involvement, along with estimated cost savings from deflected tickets.
AI-Assisted Resolution Tracking: See how many service desk issues are resolved with AI assistance and the overall AI-assisted resolution rate.
Automation Visibility: Identify which automations are executed most frequently and how often users accept automation recommendations.
User-Level Detail: Drill down to individual user activity, including session counts, resolution outcomes, escalations, and average ratings.
Filters
The filter bar at the top of the dashboard lets you control the scope of the data displayed across all sections. The following filters are available:
Filter | Description |
|---|---|
Group | Select a system group to filter the dashboard data. Defaults to All Systems. |
Date Range | Choose a predefined time period (for example, Last 30 days) or set custom start and end dates using the date pickers. |
Regular User | Set the minimum number of sessions a user must have to be classified as a Regular user. Users below this threshold are classified as Light. Defaults to |
KPI Cards
Four key performance indicator cards are displayed below the filter bar, providing a high-level summary of AI impact for the selected time period.
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KPI | Description |
|---|---|
Self-Service Deflections | The total number of issues resolved through self-service channels (A2A, MCP, Teams, Voice) without service desk involvement. An estimated cost savings value is displayed below the count. The estimation is based on the value from SysTrack AI Settings in Configure. |
Self-Service Deflection Rate (%) | The percentage of self-service sessions that resulted in a resolved issue, representing tickets deflected from the service desk. |
Pulse Sessions | The total number of service desk issues resolved with AI assistance through the Pulse channel. |
FCR (%) | First Contact Resolution: the percentage of AI-assisted service desk sessions that resulted in a resolved issue. |
TIP: Hover over the ? icon on each KPI card to see a tooltip with additional details about how the metric is calculated.
Self-Service Deflection Trend
This chart displays the self-service deflection trend over the selected date range. It plots two data series on a dual-axis line chart:
Total Sessions: The number of self-service sessions per time period.
Deflection Rate: The percentage of sessions that resulted in a deflected (resolved) issue.
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Use this chart to identify trends in self-service adoption and effectiveness over time. An increasing deflection rate alongside growing session volume indicates that SysTrack AI is successfully resolving more issues without service desk involvement.
Top 5 Automations Executed
This horizontal bar chart shows the five most frequently executed automations during the selected time period. Each bar represents an automation name and its total execution count.
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Use this section to understand which automations are delivering the most value and to identify opportunities to promote underutilized automations to end users.
Pulse Workflow Funnel
The Pulse Workflow Funnel displays the progression of service desk interactions through the Pulse channel as a step-by-step funnel. The following workflow steps are tracked:
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Workflow Step | Description |
|---|---|
Diagnostics Started | The total number of Pulse sessions where AI diagnostics were initiated. |
Instructions Generated | The number of sessions where AI generated troubleshooting instructions for the agent. |
Automation Recommended | The number of sessions where AI recommended an automation to resolve the issue. |
Message Sent to Agent | The number of sessions where a message was sent to the service desk agent with AI-generated findings. |
Escalate Clicked | The number of sessions where the agent chose to escalate the issue beyond AI assistance. |
TIP: A high ratio of Automation Recommended to Diagnostics Started indicates that AI is effectively identifying actionable resolutions. A low Escalate Clicked count relative to Diagnostics Started suggests that AI is resolving most issues without manual escalation.
Summary
The Summary table provides a per-channel breakdown of AI usage and outcomes. Each row represents a channel (A2A, MCP, Teams, Voice, or Pulse) with an Overall totals row at the top. The table includes the following columns:
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Column | Description |
|---|---|
Channel | The AI interaction channel: A2A, MCP, Teams, Voice, or Pulse. |
Use Case | The category of the interaction: Self-Service (A2A, MCP, Teams, Voice) or Service Desk (Pulse). |
Total Sessions | The total number of AI sessions for the channel. |
Unique Users | The number of distinct users who initiated sessions on the channel. |
Regular Users | The number of users who meet the Regular User session threshold defined in the filters. |
Repeat Rate (%) | The percentage of users who returned for more than one session on the channel. |
Automations Recommended | The number of sessions where an automation was recommended by AI. |
Automations Executed | The number of recommended automations that were accepted and executed. |
Automation Acceptance Rate (%) | The percentage of recommended automations that were accepted by users or agents. |
Self-Service Issues Resolved | The number of issues resolved through self-service on this channel (applicable to A2A, MCP, Voice, and Teams). |
Self-Service Deflection Rate (%) | The percentage of self-service sessions that resulted in a resolved issue on this channel. |
AI-Assisted Issues Resolved | The number of service desk issues resolved with AI assistance on this channel (applicable to Pulse). |
AI-Assisted Resolution Rate (%) | The percentage of AI-assisted service desk sessions that resulted in a resolved issue on this channel. |
Details
The Details table provides user-level data for individual AI interactions. Use the filter drop-downs and search box above the table to narrow the results.
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Details Table Filters
Filter | Description |
|---|---|
Use Case | Filter by Self-Service or Service Desk. Defaults to All. |
Channel | Filter by a specific channel (A2A, MCP, Teams, Voice, or Pulse). Defaults to All. |
User Type | Filter by Repeat or New users. Defaults to All. |
User Email Search | Search for a specific user by email address. |
Columns
The Details table includes the following columns:
Column | Description |
|---|---|
User Email | The email address of the user who initiated the AI session. |
Use Case | Whether the interaction was Self-Service or Service Desk. |
Channel | The channel used for the interaction (A2A, MCP, Teams, Voice, or Pulse). |
Sessions | The total number of AI sessions initiated by this user on this channel. |
Resolved | The number of sessions that resulted in a resolved issue. |
Escalations | The number of sessions that were escalated beyond AI assistance. |
Automations | The number of automations executed during this user's sessions. |
Avg Rating | The average user satisfaction rating for this user's sessions. |
User Type | Whether the user is classified as Regular or Light based on the Regular User threshold set in the dashboard filters. |