> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/dashboard-and-analytics/analyzing-asset-and-automation-metrics.md). # Analyzing Asset and Automation Metrics {% hint style="info" %} **Path:** `/dashboard` {% endhint %} ## Asset Metrics ### Understanding Asset Compliance Status **Asset Breakdown by Compliance** shows how many assets are compliant vs non-compliant (e.g. with MDM or security policies). Use it to monitor compliance across hardware. Click a segment to filter the Assets page by that compliance status. ![Dashboard widget with compliance segments](/files/sHDi2NnVWOW7DqgVXqaU) ### Viewing Asset Distribution These widgets show asset distribution on the default dashboard: | Widget | What it shows | | ------------------- | -------------------------------------------------------------------------------------- | | **By Vendor** | Assets grouped by manufacturer. Top 9 vendors shown; the rest are grouped as "Others". | | **By Model Family** | Assets grouped by device model family (e.g. MacBook Pro, iPhone 14). | Clicking a segment opens the Assets page filtered by that dimension. ![Asset distribution widgets (By Vendor, By Model Family)](/files/2sejijPs2SCpV4McQATF) ### Tracking Asset Lifecycle Status **Asset Breakdown by Status** shows assets by lifecycle status: * **In stock** - Available, not assigned * **Active** - In use * **In repair** * **EOL planned** - End-of-life planned * **EOL grace period** - Past planned EOL, in grace * **EOL reached** - Expired * **Retired** ![Asset Breakdown by Status widget (lifecycle)](/files/FNvH1XFuDfHM8U91RMjQ) ### Understanding Asset Age Breakdown **Asset Breakdown by Age** groups assets by purchase date into buckets: * 0-1 year * 2-3 years * 4-5 years * 6+ years * N/A (no purchase date) Color coding highlights older assets (e.g. orange for 4-5 years, red for 6+). Use it for refresh planning and lifecycle management. ![Asset age breakdown chart](/files/ghFaPACHn7KSyudYFM9Y) ### Viewing Asset Breakdown by OS Version **Asset Breakdown by OS Version** lets you view your assets grouped by specific operating system version, giving you a more granular view of your environment than the existing OS type grouping (Linux, Windows, etc.). Use this widget to: * Identify assets running outdated OS versions * Assess coverage gaps across your device fleet * Prioritize remediation efforts for vulnerable or unsupported versions This metric is available alongside existing device and asset reports in the Widget Library. *** ## Software Metrics ### Monitoring Software Status **Software Breakdown by Status** shows the distribution of applications by status: * **Approved** - Authorized for use * **Discovered** - Detected but not yet approved * **Ignored** - Explicitly excluded Click a segment to filter the Software page by that status. ![Software status donut chart](/files/yNiWfswXZdzEmLtagfOT) *** ## Integration Metrics ### Monitoring Integration Usage **Integration Usage by Category and Product** shows how many integration instances are configured in your tenant, broken down by category and specific product. Use it to understand how integrations are being used across your environment and confirm coverage across key systems. Categories tracked include: * **IdP** - Identity providers (e.g. Okta) * **MDM** - Mobile device management (e.g. Kandji) * **HRIS** - HR information systems (e.g. HiBob) * **EDR** - Endpoint detection and response * And other major integration categories This metric is available in the Widget Library alongside other asset and automation reports. *** ## AI and Automation Metrics ### Tracking AI-Resolved Tickets **Tickets Resolved by AI** shows how many tickets Harmony AI resolved each day. Counts tickets where the resolver was `harmony_ai` and excludes imported tickets. ### Tracking AI-Created Tickets **Tickets Created by AI** shows tickets created by AI agents (e.g. auto-created from triage or enrichment). Filters on `created_by_agent: true` and excludes imported tickets. ### Understanding AI Resolution vs Escalation Rates **AI vs Human Resolution** compares three metrics over time: * **Resolved by AI** - Tickets resolved by Harmony AI * **Escalated to Human** - Tickets escalated to human agents * **Deflected by AI** - Conversations resolved without a ticket Use it to measure deflection and escalation rates. ![AI vs Human Resolution chart (deflection/escalation)](/files/U2kZtRchwf9QDqLwtvIw) ### Tracking AI Deflection and Request Volume The reports dashboard includes a dedicated set of metrics to help IT admins understand how effectively Harmony is handling employee requests autonomously. These metrics give you a clear picture of your support operation's performance over time. * **Autonomous vs. escalated requests** - See how many employee requests Harmony resolved without human intervention versus how many were escalated to an agent * **Deflection trend over time** - Track whether your autonomous resolution rate is improving, declining, or holding steady Use these metrics to identify opportunities to improve self-service coverage and reduce agent workload. ### Tracking AI Deflection and Escalation Two dedicated metrics let you monitor where your AI agent is succeeding and where it is handing off to humans: * **Deflected by AI** - Counts conversations where the AI agent made at least one meaningful action (tool call) and resolved the issue without a support ticket being created. This is a clear signal of self-service success. * **Escalated** - Tracks conversations that were handed off to a human agent, letting you monitor where the AI reached its limits. Both metrics appear as widgets in your reporting dashboard and can be tracked over time to measure the impact of changes to your AI configuration and workflows. ### Viewing AI Resolved vs. Escalated Tickets The **AI Resolved vs. Escalated Tickets** chart shows the split between tickets the AI handled end-to-end and tickets that required human involvement: * **AI-resolved tickets** - Tickets the AI handled and closed without human involvement * **Escalated tickets** - Tickets where the AI attempted to help but either automatically escalated based on your workflows, or the user chose to escalate to IT support themselves Use this chart to track AI performance over time and identify trends in escalation that may indicate gaps in your automation coverage. ### Tracking Estimated Savings **Estimated Savings** metrics quantify the real-world value your AI-powered support is delivering by measuring the impact of resolved conversations on your team's workload and operational spend. Savings are broken down across multiple dimensions: * **Time saved** - Estimated seconds saved from AI-resolved conversations * **Cost savings (conservative, typical, and enterprise)** - Three pricing scenarios that reflect the financial impact of automated resolutions across different team contexts Use these figures to demonstrate the ROI of your Harmony deployment and inform decisions about expanding automation coverage. ### Monitoring Agent Run Status **Agent Runs by Status** shows outcomes of Harmony AI agent runs over time: * **Completed** - Successful runs * **Failed** - Runs that failed * **Cancelled** - Runs that were cancelled Built-in agents only; custom workflows are excluded. ![Agent Runs by Status widget (Completed/Failed/Cancelled)](/files/HCeR8HD7A9EZaexmS271) ### Analyzing Agent Runs by Name **Agent Runs by Name** shows run counts by agent name. Displays top 5 agents; others are grouped. Built-in agents only. ### Analyzing Agent Runs by Category **Agent Runs by Category** shows run counts by agent category over time. Built-in agents only. ### Tracking Agent Run Frequency The **Agent Runs** metric gives you visibility into how often your AI agents are being triggered. Use it to understand usage patterns, compare run frequency over time, and optimize your automation workflows. This metric is derived from workflow completion events and is available in both the analytics dashboard and detailed reports. {% hint style="info" %} **Tip:** Harmony ensures both workflow start and completion events are consistently recorded, so the agent run counts you see in reports and usage dashboards accurately reflect what actually ran. This also underpins billing accuracy for your account. {% endhint %} ### Monitoring Workflow Run Status **Workflow Runs by Status** shows outcomes of *custom* workflow runs: * **Completed** * **Failed** * **Cancelled** Custom workflows only; built-in agents are excluded. ![Workflow Runs by Status widget](/files/beMX5TaF3YdRNCDKf3Yg) ### Analyzing Workflow Runs by Name **Workflow Runs by Name** shows run counts by custom workflow name. Add from the Widget Library. {% hint style="info" %} **Agents vs Workflows:** Agent widgets cover built-in Harmony AI agents. Workflow widgets cover custom workflows you create. Both use the same underlying run events but filter by category. {% endhint %} *** ## Related Resources
Asset Management SettingsEOL policies, low stock alerts, discoveryhttps://github.com/harmonyso/public-docs/tree/main/guides/configuring-asset-management/README.md
Asset Views & DetailsNavigate and manage assetshttps://github.com/harmonyso/public-docs/tree/main/guides/managing-asset-views-and-details/README.md
Managing SoftwareView and manage software applicationshttps://github.com/harmonyso/public-docs/tree/main/guides/managing-software-applications/README.md
Service Desk MetricsAnalyze service desk performancehttps://github.com/harmonyso/public-docs/tree/main/guides/analyzing-service-desk-metrics/README.md
Working with WidgetsAdd and configure dashboard widgetshttps://github.com/harmonyso/public-docs/tree/main/guides/working-with-dashboard-widgets/README.md
--- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.harmony.io/dashboard-and-analytics/analyzing-asset-and-automation-metrics.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.