Dashboard and Metrics

The Sofi Application on the ServiceNow instance includes a Sofi Dashboard that contains a number of standard gauges of metrics that Sofi provides. The standard gauges are defined below.

Name

Description

Inc Classified by Sofi vs Manual

A time series of the number of incidents where Sofi Intelligent Prediction Classifier was applied.

Name

Description

Inc Classifier Usage

A breakdown of how the configured prediction fields were set (or completed).

  • Auto Assigned - Sofi automatically set the field values.
  • Form Suggestion -The field was set as a result of the operator selecting to apply the prediction.
  • Manually Applied (form not displayed) - the operator manually set the field value (without viewing the Sofi predictions)
  • Manually Applied - the operator manually set the field value
  • Modified (suggestion) - Upon selecting one of the Sofi predictions, the operator changed one or more of the predicted fields.
  • Modified (auto suggestion) - Upon Sofi automatically setting the field values, the operator changed one or more of the predicted fields.

Name

Description

Incidents with single assignment group

The number of incidents where there was only a single assignment group.

Name

Description

Knowledge Usage

The number of knowledge articles either viewed or used (attached to a record) using the Sofi Intelligent Search results.

Name

Description

Sofi Top Users

A pivot table showing Sofi Prediction Classifier usage by Operator (User).