Analyzing Asset and Automation Metrics
Understand asset compliance, software status, AI resolution, agent runs, and workflow metrics in the Harmony 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.
Viewing Asset Distribution
These widgets show asset distribution on the default dashboard:
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.
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
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.
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Identify assets running outdated OS versions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.
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.
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.
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.
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.
Analyzing Workflow Runs by Name
Workflow Runs by Name shows run counts by custom workflow name. Add from the Widget Library.
Related Resources
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