Using the Requests Dashboard

The Requests dashboard gives you complete visibility into every employee interaction that Harmony has handled - whether the AI resolved it autonomously or it was escalated to a human agent. Previously, you could only see requests that became tickets. Now, you can track every conversation from start to finish, all in one place.

Accessing the Requests Dashboard

To open the Requests dashboard, select Requests from the main navigation menu. This section contains two tabs:

• Tickets - the existing view of all escalated support tickets
• Conversations - a new view listing every interaction Harmony has handled, including those the AI resolved without human involvement

The Conversations Tab

The Conversations tab gives IT admins a full, filterable list of all employee interactions with Harmony. Each row in the list includes:

• Request ID - a unique identifier for the interaction
• Employee details - the name and relevant information of the person who submitted the request
• Category - the type of request, such as access, hardware, or software
• Resolution status - how the request was resolved, whether autonomously by the AI or by a human agent

Click any row to open the full message thread for that interaction, so you can review exactly what was said and how the request was handled.

How Harmony Classifies Resolution Status

Harmony uses a layered approach to accurately determine how each request was resolved. This process checks:

1. The ticket assignee, to identify whether a human agent was involved
2. The event-log history, to trace the sequence of actions taken during the interaction

This classification ensures the resolution status you see in the dashboard reflects what actually happened, giving you reliable data for tracking AI performance and agent workload.

Filtering and Searching Interactions

You can use the available filters in the Conversations tab to narrow down the list by category, resolution status, date range, or employee. This makes it straightforward to find a specific interaction or review trends across a particular type of request.

What This Means for Your Team

With the Requests dashboard, you no longer have a blind spot around AI-resolved interactions. You can:

• Confirm that employees are receiving accurate, timely help even when no agent is involved
• Identify categories of requests that the AI handles well versus those that frequently escalate
• Audit any specific interaction by reviewing the complete message thread
• Use resolution data to make informed decisions about automation coverage and staffing