Now Assist value insights
Gain insights into the value realized from Now Assist skills and features.
The Now Assist value insights dashboard page gives you insights into the estimated productivity gains as a result of using Now Assist skills. The productivity gains are classified into two categories: Estimated Writing Time Saved and Estimated Reading Time Saved. Data points and timestamps from the invoking records are captured and used to perform calculations and approximations for the read and write time saved by users using Now Assist. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.
Estimated writing time saved indicators
Now Assist skills that contribute to improving writing efficiency and saving time include Knowledge Base generation, resolution notes generation, and incident and case creation triggered from chat summarization. Writing time saved is an estimation of the time that the user would have otherwise had to spend writing Knowledge articles, resolution notes, incident, and case details.
Hinweis:
The following formula is used to calculate the estimated writing time saved: (Word count of the LLM-generated response)/(Write rate). For example, if the resolution notes generated by the LLM response has 180 words, the
estimated writing time saved is 180/40, which is 4.5 minutes. The calculations are based on an assumption that the LLM-generated response is accepted in its entirety by the user. The write rate considered for the calculations is
based on the industry average for write rate, which is 40 words per minute. To set a value according to your requirements, add a system property by the name sn_na_analytics.wts.rate and set the value
accordingly. For more information on adding a system property, see Add a system property.
The indicators on the Estimated Writing Time Saved dashboard page provide the following insights. Apply the date, product, and skill filters according to your requirements.
- Total writing time saved by using Now Assist skills to generate content.
- Average time saved per record by using Now Assist skills to generate content is an indicator of productivity at the record level.
- Average time saved per user by using Now Assist skills to generate content is an indicator of productivity at individual user level.
- Total generated content
- This area of the dashboard shows the number of times that content was generated using Now Assist skills that contributed to time saved in writing.
Abbildung : 2. Total generated content indicator - Average unique records to generate content per day
- This area of the dashboard shows the average number of daily unique records used by Now Assist skills to generate content that contributed to time saved in writing in the selected date range.
Abbildung : 3. Average unique records to generate content per day indicator - Total writing time saved
- This area of the dashboard shows the total time saved by using Now Assist skills to generate content for writing efficiency. The calculation is based on the industry average for writing time.
Abbildung : 4. Total writing time saved indicator - Average writing time saved per day
- This area of the dashboard shows the average time saved per day using Now Assist skills to generate content for writing efficiency.
Abbildung : 5. Average writing time saved per day indicator - Average writing time saved trend per record
- This area of the dashboard shows a trend chart of the average time (in minutes) saved per record by using Now Assist skills to generate content for writing efficiency.
Abbildung : 6. Average writing time saved trend per record indicator - Average writing time saved trend per user
- This area of the dashboard shows a trend chart of the average time (in minutes) saved per user by using Now Assist skills to generate content for writing efficiency.
Abbildung : 7. Average writing time saved trend per user indicator
Estimated Reading Time Saved
The Now Assist skills that contributed to improving reading efficiency and saving time include record summarization (incident, case, and change request) and chat summarization.
Hinweis:
The following formula is used to calculate the estimated reading time saved: (Word count of the contents of a record - word count of the LLM-generated summary of the record)/(Read rate). Short description, description, priority,
state, and activities in the metadata record constitute the contents of a record. For example, if the contents of a case record contains 420 words and the case summary generated by the LLM contains 180 words, the estimated read time
saved is (420-180)/240, which is 1 minute. The read rate considered for the calculations is based on the industry average for read rate, which is 240 words per minute. To set a value according to your requirements, add a system
property by the name sn_na_analytics.rts.rate and set the value accordingly. For more information on adding a system property, see Add a system property.
The indicators on the Estimated Reading Time Saved dashboard page provide the following insights.
- Total reading time saved by using Now Assist skills to summarize content.
- Average time saved per record by using Now Assist skills to summarize content is an indicator of productivity at the record level.
- Average time saved per user by using Now Assist skills to summarize content is an indicator of productivity at individual user level.
- Total generated summaries
- This area of the dashboard shows the number of summaries generated using Now Assist skills that contributed to time saved in reading.
Abbildung : 9. Total generated summaries indicator - Average unique records summarized per day
- This area of the dashboard shows the average number of daily unique records used by Now Assist skills to summarize content that contributed to time saved in reading in the selected date range.
Abbildung : 10. Average unique records summarized per day indicator - Total reading time saved
- This area of the dashboard shows the total time saved by using Now Assist skills to summarize content for reading efficiency.
Abbildung : 11. Total reading time saved indicator - Average reading time saved per day
- This area of the dashboard shows the average time saved per day using Now Assist skills to summarize content for reading efficiency.
Abbildung : 12. Average reading time saved per day indicator - Average reading time saved trend per record
- This area of the dashboard shows a trend chart of the average time (in minutes) saved per record by using Now Assist skills to summarize content for reading efficiency.
Abbildung : 13. Average reading time saved trend per record indicator - Average reading time saved trend per user
- This area of the dashboard shows a trend chart of the average time (in minutes) saved per user by using Now Assist skills to summarize content for reading efficiency.
Abbildung : 14. Average reading time saved trend per user indicator