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Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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HAi Dashboard

Dashboard Access

The HAi Dashboard is available to any user associated with one of the following roles:

Role Application Description
Service Desk Admin Service Manager This role is for a Service Desk Administrator. This includes, an elevated visibility to Requests and associated actions, the ability to configure Service Manager features via the Administration Tool and the option to restart a failed BPM within a Request.
HAi Manager Platform This role should only be used for managing HAi configurations.

Additionally, any user with the application right rightA.administerServiceDesk can enable HAi features.

Overview

The HAi Value Dashboard is designed to show you your organization’s usage of HAi and estimate hours saved through using AI. These calculations are estimates and are configurable. The top-line widgets show rolling 30-day usage and savings.

A dashboard option allows you to select between agent efficiency and deflection.

  • Agent Efficiency: The time saved by your agents using generative HAi features that shift routine tasks from humans, reducing manual workloads and routine touchpoints.
  • Agent Deflection: The reduction of inbound service desk requests by diverting routine user requests to conversational virtual assistants and intelligent self-service.

Efficiency charts

The first two line charts show the savings per month over the last 12 months. This will take a few weeks of usage before output is properly populated.

The second two charts show (1) Usage per day for the last 30 days by product area and (2) The top 4 most active users based on prompt usage over the last 30 days.

Hornbill AI Dashboard

Configuration

The following application settings control the calculations on the value dashboard

Setting Description Default
generativeAi.dashboard.currencySymbol Currency to use when displaying value saved based on ratePerMinute. £
generativeAi.dashboard.ratePerMinute Lowest FTE cost per minute based on currency from currencySymbol. 0.2
generativeAi.dashboard.readingRate Average characters per minute reading a document. 800
generativeAi.dashboard.typingRate Average characters per minute when typing a document. 150
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