Explore auto-generated insights and take action with Proactive Insights and Root Cause Analysis.

To keep your helpdesk running efficiently, you need quick, informed decisions without spending excess time or effort gathering insights. With Proactive Insights (part of Freddy AI Insights), you receive timely and relevant information exactly when you need it.

Freddy AI continuously monitors and analyzes your service desk to identify trends, outliers, and the top rising or falling metrics, helping you stay ahead and take action when needed.

Enable Proactive Insights

To enable Proactive Insights,

1. Log in as admin
2. Go to Admin > Freddy > Toggle ON Enable Freddy AI Inisights > Toggle ON Proactive Insights

Proactive Insights will be enabled within 24 hours of toggling ON.

Enable Proactive Insights for Users

Users who have access to Analytics module can access Proactive Insights. Users will gain insights only for the groups to which they have access in the Analytics module.

Once Proactive Insights is enabled, let’s see how you can use it for different scenarios:

Scenario 1: Identify and address rising ticket count with Proactive Insights

A sudden spike in total ticket count can quickly overwhelm a support team. It often results in longer response times, higher backlog, and increased pressure on agents. More importantly, a surge in tickets usually signals deeper issues—such as widespread product failures, payment errors, or regional outages—that need immediate attention. Proactive insights that highlight unusually high ticket volumes help leaders catch these trends early, understand what’s driving the spike, and take corrective action before it escalates.

To find the root cause,

1. Go to Freddy AI Insights on the left navigation pane.
2. Select the relevant insight; in this case it will be regarding total ticket count.
3. In the Leading causes could be section, you can view potential reasons for increase in ticket count.

4. Scroll down to you will find a tree map representation of the underlying root causes, along with a natural language-based summary. Click View underlying data.

Freddy AI provides a clear visualization of the weekly ticket trend, allowing users to easily spot anomalies at a glance. Along with the trend line, Freddy surfaces the leading causes behind the increase, broken down by categories, sub-categories, regions, and channels. This structured view helps support teams quickly pinpoint where the surge is coming from and prioritize fixes accordingly. In the above image, Freddy AI's leading-cause breakdown highlights that the Email channel in the EU region is a significant contributor to the surge in tickets.

Default metrics supported for Freddy AI Insights

Freddy AI generates insights from a core set of default helpdesk metrics. Admins can further tailor these by creating custom metrics using groups and filters, allowing Freddy to learn from a more specific data set and surface more relevant insights.

Freddy supports 7 default metrics out of the box:

These metrics refresh automatically at the start of every week and month.

Customized Insights

Admins can create customized insights by starting with any default metric, then narrowing it down by applying filters and associating it with specific groups.

To create a customized insight,

1. Log in as an admin
2. On the Freddy AI Insights page, click settings (gear icon)

3. On the Insights settings page, click Customized metrics > Add customized metric
4. Give your custom metric a name, choose the default metric it is tied to, select the group/s (up to 2 groups) and add a filter (up to 2 conditions).This lets Freddy AI generate insights only from that specific slice of data.

Example: Avg First Response Time for a Specific Group

Goal: Track whether the Support group is delaying first responses, especially on urgent cases.

Configuration:

• Default metric: Avg first response time in business hours
• Agent Group: Support
• Filter: First response time (calendar hours) > 2
  
  

Freddy will now monitor only those tickets handled by Support where the first response took more than 2 hours, and generate insights when patterns or anomalies appear.

Benefits of custom metrics

• Focuses insights on the exact areas you care about
  
  
• Helps identify delays or spikes within specific teams or ticket conditions
  
  
• Gives more actionable, context-aware insights instead of broad trends
  
  
• Enables faster corrective actions for targeted operational improvements

Types of Insights supported

Freddy AI currently supports and generates the following types of insights:

Frequency of Insight Generation

AI Insights are generated in the following frequencies:

Usability Features

Create a Personalized Filtered View

Freddy AI Insights lets you slice results by Agent Group and Metric. Leaders and admins often have access to a large number of groups, which could mean wading through a large number of insights to find the most relevant and actionable one at the time. Combine these filters to surface only the insights that matter to you at that moment.

Then, a ‘Filtered’ view of insights will appear, which will show insights for your saved filter preferences. 

This view persists across multiple browser sessions, meaning every time you visit the Freddy AI page for a new session, the ‘Filtered’ view last created by you would be persisted and shown. This is particularly useful for leaders who have access to a large number of agent groups but generally want to focus on a few specific agent groups most of the time.

AI Insights in the hierarchy of importance

Insight cards on the left side pane are sorted according to their importance for you, as assessed by Freddy AI. So the most important insights are at the top, while the lesser ones are at the bottom. AI Insights are also colour coded depending on their criticality:

• Red Colour - High Criticality
• Amber Colour - Medium Criticality
• Yellow Colour - Low Criticality
• Green Colour - Positive Insights