Analyzing Asset and Automation Metrics

Understand asset compliance, software status, AI resolution, agent runs, and workflow metrics in the Harmony Dashboard.

Path: /dashboard

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

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)

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)

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

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• Identify assets running outdated OS versions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.

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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

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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.

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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)

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)

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.

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.

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

Analyzing Workflow Runs by Name

Workflow Runs by Name shows run counts by custom workflow name. Add from the Widget Library.

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.

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Related Resources

Asset Management Settings

EOL policies, low stock alerts, discovery

Asset Views & Details

Navigate and manage assets

Managing Software

View and manage software applications

Service Desk Metrics

Analyze service desk performance

Working with Widgets

Add and configure dashboard widgets