--- title: "AI Insights | SysAid Copilot" slug: "ai-insights" tags: ["HelpDesk Classic", "SysAid Copilot"] updated: 2025-08-03T07:45:13Z published: 2025-08-03T07:45:13Z --- > ## Documentation Index > Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt > Use this file to discover all available pages before exploring further. # AI Insights AI Admins can receive weekly AI Insights emails (when SysAid Copilot is enabled). AI Insights emails provide concise summaries (AI-generated) of key performance indicators (KPIs) and actionable insights, ensuring efficient data analysis without the need for manual report generation. This document explains the content of the AI Insights email and its value for AI Admins looking to leverage generative AI capabilities for more impactful data analysis and educated decisions for improving performance. The weekly AI Insights Email includes: - Key Performance Metrics - Dynamic Insights - Active Tickets Breakdown #### Weekly delivery schedule AI Admins receive this weekly email every Monday morning in their respective time zone. This email equips recipients with comprehensive insights into their previous week's cumulative performance and strategic action items to enhance future performance for the upcoming work week. > [!NOTE] > AI-Generated Content Disclaimer > > AI Insights are generated solely from KPI values; none of your data or Personally Identifiable Information (PII) is used to generate the report ## Configure the AI Insights email As an Admin, you can choose whether to enable the AI Insights email across your account for all your agents. Once enabled, each agent can configure their AI Insights email to only include group data relevant to their needs. They can also add recipients so they receive the same customized email. To configure your AI Insights email: **In SysAid Classic** 1. In your account’s **Self-Service Portal**, go to the end-user-facing copilot. 2. Click **Settings** > **General**. 3. Click the **AI Admin Assist** dropdown. 4. Turn on the toggle to enable the feature across your SysAid account. 5. Check the **Enable Insights Email for me** checkbox. 6. Select the group data that will appear in your email. You must select at least one group. 7. Include additional recipients who will receive the same customized email. **In SysAid Spaces** 1. Go to **Settings** > **SysAid Copilot** > **General Settings**. 2. Click the **AI Admin Assist** dropdown. 3. Turn on the toggle to enable the feature for all agents. 4. Check the **Enable Insights email for me** checkbox. 5. Select the group data that will appear in your email. You must select at least one group. 6. Include additional recipients who will receive the same customized email. ## Your Weekly Summary ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ai insights.jpg) The “Your Weekly Summary” section measures the following metrics (by percentage) — within a Week-over-Two Weeks time frame. | Performance Summary | | --- | | **Metric** | **Definition** | **Data Frequency** | | MTTR (in days) | Total number of Closed Tickets (relevant to MTTR) | Weekly (Static) | | User Satisfaction Score | Response Rate (Number of Closed Tickets with a response) | | % of Surveys answered (Example) | # of Surveys answered | Dynamic per Week (AI-generated selection) | | % of Tickets received from the Self-Service Portal (Example) | # of Tickets received through the Self-Service Portal | ## Dynamic Metrics ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ai insights keep crushing it.jpg) ### “Well Done, Keep Crushing IT” These AI Insights identify and elaborate on a KPI you’re doing well at. This metric is a comparison (by percentage) of the successful KPI’s progress, comparing its performance to: - Last week’s value - Value the week before - Benchmark #### Insights This section’s KPI Insights elaborate on: - What the improvement percentages represent - What the performance increase indicates about the activity impacting the KPI - How the current performance relates to the benchmark > [!NOTE] > Benchmark KPI Collection: > > - SysAid Benchmark Data is based on over 200 customers with over 2 million Service Records. > - Learn more about these KPIs in the Service Management KPI and Benchmark Forum on [our Community](https://community.sysaid.com/) ### “Now, let’s improve this KPI” ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ai insights percent of tickets.jpg) These AI Insights identify and suggest improvements for a KPI you could improve. This metric is a comparison (by percentage) of the KPI’s progress, comparing its performance to: - Last week’s value - Value the week before - Benchmark #### Insights This section’s KPI Insights elaborate on: - What the decrease in performance represents - How the current performance rate compare to the benchmark - Potential causes behind the decrease in performance ### Suggestions and Predictions for the next 7 days ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ai insights suggestions and predictions.jpg) #### Suggestions This section discusses the KPI you can improve, suggesting: - Definitive actions to take to improve the KPI and how to execute them - The goals and results that these actions could potentially achieve #### Prediction This section predicts and describes: - An increase in percentage for your KPI’s performance - How that figure compares to the benchmark - How the suggested improvements will allow the KPI performance percentage to increase ## Active Tickets Breakdown ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/ai insights active tickets.jpg) This segment categorizes and measures (by percentage) the AI Admin's Active Tickets based on various criteria: | Active Tickets by Percentage | | --- | | **Metric** | **Definition** | | Incident Ratio | Ratio between number of Active Incident Tickets compared to number of Active Incident & Request Tickets | | Open for 1-5 days | Active Tickets that remained open for 1-5 days | | Open for 5+ days | Active Tickets that remained open for 5+ days | | Overdue | % of Active Overdue Tickets within all Active Tickets | | No Due Date | % of Active Tickets without a Due Date, within all Active Tickets | | Ticket Handoffs | % of Active Tickets that have been assigned to more than one Admin, within all Active Tickets |