Service Desk & ESM Analytics for IT Teams | Atomicwork
Insights that tell you where to focus next.
See what's working, what's slowing you down, and where your team's time is actually going.
Gain visibility into service delivery, not just team or group performance
What is my AI Coworker handling well and where does it need work? (Lookup top conversation themes and drill into knowledge, service delivery and automation metrics for improved level 1 deflection) How can I detect issues fast and resolve them faster? (Understand your team's performance, request ageing, study employee satisfaction and more in one dashboard) How can I create my own custom reports? (Push service management data from Atomicwork to PowerBI in real-time so you can consolidate your data analysis)
How can I improve AI automation rates?
Lookup top conversation themes and drill into knowledge, service delivery and automation metrics for improved level 1 deflection
How can I detect issues fast and resolve them faster?
Understand your team's performance, request ageing, study employee satisfaction and more in one dashboard
How can I create my own custom reports?
Push service management data from Atomicwork to PowerBI in real-time so you can consolidate your data analysis
All the features you need for a birds’ eye view
Out-of-the-box reports
Start analyzing performance immediately with pre-built reports for all service teams
Function-specific intelligence
Access role-specific dashboards tailored to IT, HR, and service teams with instant drill-down capabilities
PowerBI & BI Integration
Push data to PowerBI for advanced analysis or export to any BI platform via CSV
Gain insight into where time goes
Track performance across requests, incidents, changes, and assets to optimize service delivery
Schedule reports
Automate report delivery to stakeholders with customizable scheduling and distribution
SLA reports
Know when your team is stretched before it shows up in missed SLAs.
End-to-end service management insights
Monitor your service desk performance, from the AI Assistant interactions to closed requests to improve service delivery across teams.
Improve service delivery and end-user satisfaction
Monitor AI Assistant deflection rate
Deploying an AI Assistant to answer end-user questions is only half the battle. Analyze Atom’s answer accuracy and performance, including question themes by end-user rating, so you can make it better at answering questions and providing resolutions.
Get a bird's eye view of your agents' performance
Whether you’re an IT admin or a HR manager, Atomicwork can help you stay on top of your request management process as it relates to service requests, incidents, assets and changes, through reports. Fix bottlenecks, make staffing decisions and analyze top segments that need support through workspace-specific reports.
Stay on top of end-user expectations
Keep an eye on end-user satisfaction with your services through survey reports. Not only can you put a number to employee happiness but you can analyze feedback and study trends.
Measure what matters in IT operations
Learn how a unified console helps you understand what employees actually need, where automation delivers results, and which knowledge drives real deflection.
All the insights you need to get a view of your service management processes
Out-of-the-box reports
Atomicwork comes with out-of-the-box reports, carefully curated, to help IT and HR teams quickly figure out the bottlenecks
Workspace-specific reports
Every workspace gets their own reports; no data scientists needed here to pull up or drill down on data
Export to your favorite BI tool
Drill down on your service management data in your favorite BI tool by exporting all of your reports data as CSV files
Gain insight into your ITSM practices
Review report data across requests, service requests, incidents, changes, and assets so you can improve your processes
Schedule reports
Setup schedules so relevant stakeholders receive reports in their mailboxes at a frequency of their choice
SLA reports
Analyze SLA hits and misses and compare request loads so you can make informed staffing decisions
Frequently asked questions
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