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Analyze Technician Work

The "Analyze Technician Work" action evaluates a technician's notes on a ticket against predefined or custom criteria to ensure completeness and adherence to standards. It helps maintain quality in ticket documentation and technician performance.

Why is it useful?

This action ensures that technicians are providing all necessary information in ticket notes, such as what they've done, next steps, and ETAs. It helps improve the quality of ticket updates, which can lead to better internal communication and customer satisfaction.

info

This action is available only as a Triggered action in a workflow. Let us know if you'd like to use it as a Scheduled one.

What It Does​

  • Analyzes the content of a PSA ticket, specifically the notes and updates made by a technician.
  • Compares the technician's input against a set of criteria you define.
  • Determines whether the criteria have been met.
  • Provides reasoning for its determination, especially if criteria are not met.
  • If criteria are not met, it generates messages suitable for internal (MSP) notifications, detailing the reasons.
  • If criteria are met, it logs this with a reason for dashboard visibility but does not generate messages for MSP notifications by default.

How It Works​

1. Input Ticket and Criteria​

The action takes a single PSA ticket (default_data) and a criteria string as input. The criteria string outlines what the technician's work should include.

2. Criteria Analysis​

Neo's AI analyzes the ticket's notes. It compares the content of the notes against the provided criteria. The AI is instructed to determine if the criteria are met based on the information present in the ticket.

3. Output Generation​

Based on the analysis, the action produces an AnalyzeTechnicianWorkOutput.

  • If the AI determines that the criteria are met, the default_messages_for_msp will be empty. The default_messages_for_dashboard will contain a message like "Criteria met. No action needed:" followed by the AI's reasoning.
  • If the criteria are not met, default_messages_for_msp will contain WorkflowMessages with the reasoning (e.g., "Criteria not met. The technician did not specify the next steps."). The default_messages_for_dashboard will also reflect this with the reasoning.

Configuration Fields​

When you add the "Analyze Technician Work" action to a workflow, you'll configure the following:

criteria​

A text field where you define the standards or requirements for the technician's work on the ticket. This is what Neo will check the ticket notes against. (default: "Technician must enter: 1. What they have done 2. What they are going to do next 3. When they are going to do that")

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_messages_for_msp​

A list of messages intended for internal MSP use (e.g., to be added as an internal ticket note or sent via Teams). This will contain the reasoning if the criteria were not met. It will be empty if the criteria were met.

default_messages_for_dashboard​

A list of messages for display in the Neo Dashboard Event History. This provides a summary of the action's findings, including reasoning, whether the criteria were met or not.

credits_consumed​

The number of credits consumed by the action.

Use Cases​

Ensuring Complete Ticket Updates​

  • Trigger: When a technician adds a note to a ticket.
  • Action: Use "Analyze Technician Work" with criteria like "Technician must detail the problem, steps taken, and next steps."
  • Follow-up: If criteria are not met, use Add Ticket Note to add the default_messages_for_msp (the reasoning) as an internal note on the ticket, and/or use Notify Internal Team to alert a manager or the technician.
  • Trigger: Before a ticket is moved to a "Waiting on Customer" status.
  • Action: Use "Analyze Technician Work" with criteria like "Technician must confirm if an ETA was provided to the customer."
  • Follow-up: If criteria not met, notify the technician to update the ticket before changing status.

Best Practices​

  • Be Specific with Criteria: Clearly define what constitutes "met" criteria. Vague criteria will lead to inconsistent results. Instead of "Technician updated the ticket well," use "Technician documented the troubleshooting steps, the outcome, and planned follow-up actions."
  • Iterate on Criteria: Start with a basic set of criteria and refine it based on the results you see in the Event History. If Neo consistently misses something or flags correct notes, adjust your criteria.
  • Use for Coaching: The output messages, especially when criteria are not met, can be valuable for coaching technicians on documentation standards.
  • Combine with Notification Actions: To make this action impactful, pair it with notification actions (like Add Ticket Note or Notify Internal Team) to alert relevant parties when work doesn't meet the defined standards.
  • Review Event History: Regularly check the Event History to see how the action is performing and to understand the reasoning provided by the AI. This helps in fine-tuning your criteria.
  • Consider the "No MSP Message on Met" Behavior: Remember that if criteria are met, default_messages_for_msp will be empty. Design your workflow accordingly; if you need a notification even when criteria are met, you might need a different approach or to build a custom message.