Manage AI Incident Assistant Dashboards

Multi-context reports require context and instructions on what content to include and generate for the report. 

To create a report, go to the Multi-Context Generation page and click + New Report. 

The report creation screen contains two sections: Build Your Context and Instructions & Settings. 

Build Your Context

In the Build Your Context section, add call transcripts, ServiceNow records, or chat messages you want included in the report generation. Click + Add Context to add sources for the report. 

In the Add Context screen, choose if you'd like to add sources from Transcripts, ServiceNow, or Chat.

If you selected Transcripts, choose a call transcript from the list and click + Add to add it as a source. To find a specific transcript from the list, use the Search bar.

Transcript selection

Transcripts include meeting chat messages alongside the spoken transcript. Expired transcripts cannot be added.

For information about updating the meeting transcript retention period, see the Context and Data documentation.

If you selected ServiceNow, enter a Record Number and optionally select a Table from the drop-down menu. 

ServiceNow records

You can add multiple ServiceNow records from either the same or different tables. 

Click Preview to view a short description of the record. If the record is correct, click + Add to add it to the report. 

If you selected Chat, choose a chat channel from the drop-down menu. Use the date and time filters to narrow the chats to a specific time period.

Time zone

Date and time filters use your local time zone.

Click Preview to view a preview of messages from the selected time period. Click + Add to add the messages to the report.

Once you have finished selecting sources, click Done.

Instructions & Settings

In the Instructions & Settings section, tell AI Incident Assistant what you'd like it to generate from the selected context sources.

Populate the following fields in this section:

Field	Description
Title (Optional)	Enter a title for the report. Leave this field blank and AI Incident Assistant will generate a title based on the content you selected. The title can be edited after the report is generated.
What should Biggy generate?	Enter instructions for what AI Incident Assistant should generate from the context. If you use a specific report type often, you can create presets for later use. To create a preset, click Presets > Create Preset. Give the preset a descriptive Name, and select whether you would like it to be Public (visible to everyone in your organization) or Private (visible only to you). Enter your Preset Prompt and click Save Preset.
Tags (Optional)	Optionally add tags to organize or filter the report list. See Manage Report Tags for more information.
Visibility	Toggle on to make the report visible to everyone in your organization. Toggle off to make the report only visible to you.
Reasoning Level	Select the level of reasoning that should be used to generate the report.  Higher reasoning levels provide a more thorough analysis, but take longer to generate.

After editing instructions and settings, click Generate to create the report.

Select a multi-context report from the list to view report details in the right pane. 

At the top of the report, basic information about the report is displayed. The following information is available:

The report title, report tags, and report visibility can be edited. 

The Context Sources section lists the sources used to generate the report. 

The Generated Report section displays the body of the report. Use the buttons at the top of this section to take action on the report. The following options are available:

The list of generated reports appears on the left side of the Multi-Context Generation page. 

Click the Filter button to search for reports with specific tags. View only your reports by toggling the Only Mine option. 

Click the Refresh button to refresh the list of reports. 

Manage Multi-Context Report Tags

You can optionally add tags to reports to filter the multi-context report list. Tags can be managed from the report list, or the Instructions & Settings section of the report creation screen. 

To create or edit a tag, click the Settings icon. This opens the Manage Report Tags panel. 

To create a tag, enter a Name for the tag, and select a Color to represent it. Click + Create.

To edit a tag, find it in the list of tags and click the Edit icon. Make changes to the Name or Color and click Save.

To delete a tag, find it in the list of Existing Tags and click the Trash can icon.

Use the Multi-Select mode to generate content based on multiple transcripts. Simplify review by combining summaries for situations where multiple calls were needed for a single incident or issue.

To use multi-select mode:

To see additional details and a full transcript for a call, go to the desired meeting in the list and click View. 

The full transcript screen shows you meeting details, including a timeline, full transcript, and speaking time analysis. You can copy the full transcript or download it as a text file at the top of the page.

The details page is divided into the following sections:

Speaking Time Analysis

The Speaking Time Analysis displays a breakdown of which participants spoke throughout the call and for how long.

Hover over a segment of the pie chart to find additional details such as participant name, percent of call time spent speaking, and amount of time spent speaking.

Generate Content from Transcript

You can use the call transcript to create supplementary content, or ask AI Incident Assistant to format the transcript a specific way.

For example, you can ask AI Incident Assistant to extract a list of key decisions made on the call or to remove all filler words from a call transcript.

Type your prompt into the box and click Generate From Prompt. Click Summarize the Call to create a shortened call summary.

The generated content appears below the box. Click Copy to copy the content, or click Download to download the content as a text file.

Raw Transcript & Chat

The Raw Transcript & Chat section displays the full raw transcript of the call.

Transcript expiration

The expiration date of the transcript appears at the top of the Raw Transcript & Chat section.

Select the Transcript tab to view all transcribed speech from the call. Select the Chat Messages tab to view written chat messages that were captured from the call.

Use the search box to search for a specific keyword or phrase spoken on the call. Use the Filter to view what was said by a specific speaker.

The transcript is divided into segments by speaker. The timestamp for each segment appears on the left side of the box.

Active major incident management executions appear at the top of the page, highlighted in green. Active executions are any major incidents that haven't been resolved or canceled.

Click Filter to filter the active list by incidents that Started today, Need attention, or are Long running.

Use the Search bar to find a specific active incident.

On each active incident, view basic information such as the incident name, user who opened the incident, start time, and the number of completed, failed, and pending actions.  

Click Details to view additional information about the incident. The following information is available in the details window:

Click Manage to open the MIM Execution Details page. 

The full list of incidents appears below the active list. 

The following information about each incident is available:

The full list can be sorted by Date, Duration, or number of Actions. You can also filter the list by Status.

To find a specific MIM execution, use the Search bar.

Click View on any incident to open the MIM Execution Details page. 

New major incidents can be executed from the MIM Executions Dashboard, or in Slack or Teams. 

To execute a new major incident from the MIM Executions Dashboard:

Click any MIM execution in the list, or click the Manage button on an active incident to open the details page. 

The following information is available on the page:

At the top right of the page, you can view Incident Details for an Active Execution. 

If the incident is active, you can Resolve or Cancel the incident. 

Resolving an incident marks it as completed and finishes the incident lifecycle. When you resolve an incident, any actions set to occur at incident resolution will then take place. 

Canceling an incident permanently cancels the execution and stops all pending actions from occurring. 

In the Communication Entities section, view all active communication context sources and output destinations. 

Communication entities can be edited by clicking the Pencil icon in the top right of the communication entity box. Edit communication entities to update Teams or Slack channels, email addresses, ServiceNow tickets, or entity preferences. See the MIM Template Communication Entities documentation for more information. 

In the Actions Timeline, view all actions that have taken place, or are scheduled to take place. Each action displays the following information:

Click View History to see additional information about when the execution occurred. 

If you need to run an action outside of its scheduled occurrence, click Run Now to run the action immediately. 

If an action has not occurred yet or is recurring, you can edit it by clicking the Pencil icon in the top right of the action box. See the MIM Template Actions documentation for information on what can be edited.