Reports & KPIs
The Dashboard's Performance & Reporting section tracks how the NOC is doing — ticket volume, response/resolution times, and cost — and exports business-ready spreadsheets. Two scheduled emails (a morning digest and an end-of-day summary) round it out.
Where: Dashboard → Performance & Reporting.
Headline KPIs
| KPI | What it measures |
|---|---|
| Tickets created / resolved / closed | Volume over the selected window (1–365 days) |
| Support tickets created / resolved | The subset a human/AI team actually works (see note) |
| Avg resolution time (h) | Creation → resolved, for support tickets |
| Avg time to first response (min) | Creation → first customer-facing reply |
| Escalations | Events, distinct tickets, and the rate (% of support tickets created) |
| Auto-closed / check-ins / reopens | Lifecycle-hygiene counters |
| AI support spend (USD) | Tracked LLM cost (see honesty note) |
| Est. manned-NOC cost + savings | What the same load would cost a human team, minus AI spend |
Charts show created vs resolved per day, the priority mix, resolution time by priority, and the current status funnel.
What counts as a "support ticket"
System-generated tickets (internet-outage monitor, LLM-outage ticket, seeded demo rows) open and close on their own — they're excluded from the support KPIs so a long idle auto-ticket can't skew the averages.
Honest AI-spend note
"AI support spend" only counts catalog-path LLM usage. pi/Lily sessions aren't metered yet, so tickets worked by the autonomous agent show 0 until metering lands — the KPI is labeled accordingly.
Exports
Download the report as CSV, TSV (paste straight into Google Sheets), XLSX, ODS, or PDF — all share the same tables: summary, by-priority, status funnel, daily trend, and a per-ticket analysis.
Morning digest & end-of-day emails
Configured in Settings → Email:
| Default hour (local) | Contents | |
|---|---|---|
| Morning digest | 07:00 | New tickets (24 h) + device health breakdown |
| End-of-day summary | 18:00 | Day recap + system settings changes |
Each has its own on/off, hour, and recipient list (blank = falls back to the alert recipients). Both need SMTP configured; use the send test buttons to verify.
Who can see/do this
- All signed-in roles can view the dashboard report (it lives on the Dashboard).
- Settings → Email (recipients, hours, SMTP) is admin-only.