TR-AI

Dashboard Overview

Dashboard Overview

Understand every section of the TR-AI dashboard and what each metric means.

The TR-AI Dashboard is your central view of the resolution engine's activity. It shows real-time resolution outcomes, KB indexing status, and credential health.

Dashboard sections

Integration status

Shows the connection status for your helpdesk platform. A green indicator means TR-AI has valid credentials and can post replies. A red indicator means credentials are missing or invalid.

Knowledge base

Shows the indexing status of your KB sources:

  • Ready — KB is indexed and ready for resolution
  • Running — indexing in progress; tickets are routed to agent during this time
  • Pending — indexing has not started yet
  • Failed — indexing failed; check the error message and retry

The Re-index button triggers a full rebuild of all embeddings.

Recent resolutions

A live feed of the last 50 tickets processed by TR-AI. Each entry shows:

FieldDescription
Ticket IDThe external ticket ID from your helpdesk
Outcomeresolved, triage, or routed_to_agent
ConfidenceThe confidence score (0.0–1.0)
Web searchWhether the paid web search fallback was used (answers from the free live site search of your own domains show as "Answered from your site" instead)
Reply postedWhether a reply was successfully posted
PlatformThe helpdesk platform (zendesk, freshdesk, etc.)
TimestampWhen the ticket was processed

Webhook setup

Shows your webhook URL and setup instructions for your helpdesk platform. Copy the URL from here to paste into your helpdesk's webhook configuration.

Automation rate

Your automation rate is the percentage of tickets that TR-AI resolves automatically (outcome = resolved) vs escalates (outcome = triage or routed_to_agent).

Calculate it from the resolution log:

  • Automation rate = resolved count / total count × 100
  • A healthy automation rate for a well-configured KB is 40–70%
  • Rates above 70% are achievable with large, high-quality KBs
Tip:If your automation rate is below 30%, review the triage tickets in your helpdesk and identify the most common topics. Add KB articles for those topics and re-index.

Ticket history ingestion

TR-AI can ingest your historical ticket data to improve resolution quality. The import status is shown on the Past tickets card (Overview → Setup & connections).

  • Running — ingestion in progress
  • Complete — historical tickets have been indexed
  • Failed — ingestion failed; click Retry to try again
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