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How to read the agent’s involvement, outcome and zero-touch rates for your MSP.

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The three metrics

Open Performance in the sidebar. Pick a window: Last 7 days, Last 30 days, or Last 90 days. Each card shows a percentage. It also shows the count behind it, as “N of M tickets received”.
The Performance page with the three rate cards, the involved tickets by day chart, and the per-client table
All three rates use the same set of tickets. That set is every ticket received in the window, minus tickets whose agent activity isn’t classified yet. The metrics relate like this:
  • Each zero-touch ticket is also an outcome.
  • Each outcome is also an involved ticket.
  • So involvement is the largest percentage, then outcome, then zero-touch.
Click a card to see the tickets behind it.

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Involvement rate

Tickets the agent worked on. The agent did at least one successful thing on the ticket, such as posting a plan, an internal note or an action.

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Outcome rate

Tickets where the agent changed a system other than the ticket record, such as a password reset or an access grant, or ran a workflow you wrote. These don’t count as an outcome:
  • Notes
  • Status changes
  • Time entries
The ticket does not have to be closed.

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Zero-touch rate

Outcomes with no one from your team involved. No person on your team touched the ticket after the agent’s first change to your systems. Work before that point doesn’t stop the ticket from counting as zero-touch. Filing or assigning the ticket doesn’t disqualify it.

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Reading the chart

Involved tickets, by day shows counts, not rates. Each bar is one day.
  • The bottom segment is outcomes.
  • The segment on top is tickets the agent touched with no outcome.
  • The total on hover is every involved ticket that day.

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Per-client breakdown

If you have more than one client, a table below the chart shows Client, Involved, Outcomes, and Zero-touch as percentages for each client. A client with no agent activity in the window shows No agent activity yet.

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Plan Mode and pending data

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Plan Mode

In Plan Mode, the agent diagnoses and posts a plan. It doesn’t execute changes. Outcome rate and zero-touch rate come only from clients in Execute Mode. If no client is in Execute Mode, those two rates stay at zero. Involvement rate still counts the plans the agent posted. The page says this above the cards when it applies.

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Measuring since

A card that shows Measuring since and a date is still collecting classified data. It does not show a zero until that data is ready.
  • Plan Mode: why outcomes stay at zero until you switch a client.
  • Execute Mode: the mode that produces outcomes and zero-touch resolutions.
  • Activity: the per-ticket log behind every count on this page.
  • Clients: switch a client’s mode.