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How to access and interpret operational insights.

Operational Insights dashboards are domain specific tailored dashboards that are created from products onboarded onto tensai to access deeper insights. These insights can be utilized by both internal and external stakeholders by collaborating on a day-to-day basis. To access Operational Insights, navigate to Dashboard -> Operational Insights on the left side Menu.

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Aggregated IT Ops Insights for Executives and Delivery​

Automation Scorecard

  • Evaluate the return on investment of automation efforts over different time frames, providing a nuanced understanding of the impact and efficiency of automation.
  • Track effort and cost savings, allowing executives to make data-driven decisions and prioritize automation initiatives effectively.
  • Enhance strategic planning by gaining insights into the overall effectiveness of automation efforts and identifying areas for further improvement.

Service Insights

  • Gain comprehensive visibility into ticket and incident metrics, offering daily trends, SLA breach status, and more for informed decision-making.
  • Identify areas for improvement in service delivery, leading to increased operational efficiency and improved customer satisfaction.
  • Utilize data-driven insights to optimize resource allocation and enhance the overall performance of service teams.

Service Performance

  • Complement your Service Insights with enhanced ticket metrics with day-to-day and historical trend analysis.
  • Analyze the automation potential of incidents and service requests continuously.
  • Unlock actionable insights from incident and service request data, providing managers with the ability to identify and address issues promptly.

Quarterly Compliance

  • Track incident trends and SLAs on a quarterly basis, facilitating strategic decision-making for executives.
  • Identify and address non-compliant areas promptly, ensuring that the organization maintains a high level of operational compliance across both Hexaware Managed Queues and Overall Queues.
  • Improve accountability and transparency by regularly monitoring tickets across assignment groups and companies/ locations.

AIOps Insights

  • Oversee the state of critical IT infrastructure components, including servers, networks, databases, storage, and backups, through a high-level view.
  • Ensure proactive management of potential issues by gaining insights into the overall health and performance of IT systems.
  • Improve decision-making by leveraging actionable data on infrastructure trends and performance metrics.

M365 Insights

  • Supervise the M365 environment effectively, utilizing summary information with drill-down capabilities for Azure AD, security, Exchange, and Teams.
  • Optimize resource allocation and performance by gaining a comprehensive understanding of M365 usage and trends.
  • Enhance security and compliance efforts by leveraging insights into the key components of the M365 ecosystem.

Connect Insights

  • Improve customer service experience by gaining a holistic overview of contact center performance, including sentiment analytics.
  • Optimize resource allocation based on contact center performance metrics, leading to improved customer satisfaction.
  • Identify and address issues promptly for both agents and customers to enhance overall contact center efficiency and effectiveness.

Security Insights

  • Monitor and maintain security posture by gaining comprehensive insights into SecOps, Cloud Security, and Network Security.
  • Detect potential threats and vulnerabilities proactively by leveraging real-time data and analytics.
  • Enhance overall cybersecurity efforts through informed decision-making based on actionable insights.

DEM Insights

  • Gain visibility into user behavior and experiences across web and mobile applications, enabling IT teams to optimize digital experiences.
  • Identify and address performance issues promptly to enhance overall user satisfaction and productivity.
  • Utilize data-driven insights to improve application performance and ensure a seamless digital experience for end-users.

Cloud Insights

  • Obtain a comprehensive view of cloud infrastructure and applications, tracking performance, utilization, and cost across multiple cloud platforms.
  • Optimize resource allocation and cost management through detailed insights into cloud usage and trends.
  • Enhance overall cloud governance by making informed decisions based on actionable data.

Conversational AI Insights

  • Track Tensai chatbot usage metrics, including user count, intended usage, and intent completion rate, to improve employee experiences.
  • Optimize chatbot performance by identifying and addressing usage patterns and user interactions.
  • Utilize data-driven insights to enhance the effectiveness of Conversational AI initiatives and drive continuous improvement.

EUC Compliance

  • Elevate control over endpoints with comprehensive compliance insights, ensuring seamless management of the organization's digital landscape.
  • Proactively address compliance issues and vulnerabilities through real-time monitoring and actionable data.
  • Improve overall endpoint security and compliance efforts through informed decision-making based on detailed insights.
Important Notes:
  • Configure these dashboards only after the respective products are onboarded to the tensai platform from the Onboard Products feature.
  • Customize and configure the dashboards from the Tenant Configuration feature.
  • Enable/ disable specific Operational Insights dashboards based on the roles created from the Roles feature.