---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Detailed view

# Detailed view of L1 IT Service Desk AI Specialist performance {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The detailed view of L1 IT Service Desk AI Specialist performance breaks down incident outcomes, reassignment reasons, and average exchanges by service or category. Use this view to identify which services need the most attention and how
closely proposed solutions align with actual resolutions.

## AI-handled incidents by service {#perf-detailed-view-l1-sd-ai-spec__ai-handled-incidents-by-service}

The AI-handled incidents by service view shows percentages for how incidents handled by the AI specialist ended up (resolved, in progress, reassigned, or reopened), broken down by
service.{#perf-detailed-view-l1-sd-ai-spec__perf-detailed-view-l1-sd-ai-spec-para-1}

Select a visualization to open a filtered list of the records behind it. The list applies the Assignment group, AI Specialist, and Date filters from the dashboard. In Service Operations Workspace, the list opens in the workspace. Otherwise, the classic list opens in a new browser tab.

This view includes the following metrics:

* Incident outcomes by service: Shows the total number of incidents handled by the AI specialist in each service. Expand a service to see outcomes.
* Reassignment reasons for unresolved incidents by service: Shows why unresolved incidents were reassigned (low confidence, failed execution, or time-out) for each service.
* Average exchanges for resolved incidents by service: Shows how many back-and-forth exchanges the AI specialist needed to resolve incidents in each service.
{#perf-detailed-view-l1-sd-ai-spec__ul_a5y_mh4_dkc}

## Proposed solution similarity by service {#perf-detailed-view-l1-sd-ai-spec__proposed-solution-similarity}

The average proposed solution similarity by service shows the average AI judge score comparing proposed solutions and final resolutions for each service. This metric helps you understand how closely the AI specialist's proposed solutions align with the actual resolutions.{#perf-detailed-view-l1-sd-ai-spec__perf-detailed-view-l1-sd-ai-spec-para-2}