Feature released in SummitAI for ITSM (Denali SP3)

What's New?

Now, SummitAI has introduced CINDE Work Bench (CWB), a separate application. Using CWB, the Administrators can add/update Instances, and users for a specific Instance. Also, the SME or Annotator can annotate passed or failed conversation and view the conversation in history logs.

Personas

Super Administrator
Customer Administrator
SME or Annotator

Prerequisites

This section includes information about prerequisites to use the CWB. To avail the CWB features, the Customer must upgrade to the following version:

Denali SP3

Access to CINDE Work Bench

SummitAI Super Administrator provides the customer administrator credentials to a specific Customer. The Customer can access the CWB application using the Customer Administrator credentials. The following table provides the persona wise access information:

Persona	Page Name
	Customers			Instances			Users			Conversation Logs
	Create	Edit	View	Create	Edit	View	Create	Edit	View	View
Super Administrator
Customer Administrator
SME or Annotator

CWB Overview

The CWB Overview page contains the following summary information in various tiles:

Total Customers: Displays the total number of Customers.
Total Instances: Displays the total number of Instances that are configured for the available Customers.
Total Users: Displays the total number of Users that are configured for all Instances.

CWB Overview
Figure: CWB Overview

Creating or Updating Customers

To create or update a customer, follow the below process.

Personas

Super Administrator

To Create a New Customer:

Login to the application as a Super Administrator.
On the Overview page, click Total Customers tile. Alternatively, click Customers.

Figure: Customers page
On the Customers page, click +New Customer. The New Customer pop-up page is displayed.

Figure: New Customers pop-up page
Click +Create. The new Customer is created.

Field Description

The following table describes the fields on the New Customer pop-page:

Field	Description
Upload Logo File	Upload an image for the Customer. Note: Image type should be .jpeg or .png with 50px x 50px and the file should be less than 2 MB.
Organization Name	Specify the name of the Customer.
Domain Name	Specify the Domain name of the Customer.
Email ID	Specify the Email ID of the Customer.
Deployment Type	Select the type of deployment as follows: Single Multiple

To Edit:

Navigate to the Customers list page.
Click icon and then click Edit Customer. The Edit Customer pop-up page is displayed.

Figure: Customers page
Edit the required details and click Update.

Creating or Updating Instances

To create or update an Instance, follow the below process.

Personas

Super Administrator
Customer Administrator

To Create a New Instance:

Login to the application as a Super Administrator or Customer Administrator.
On the Overview page, click Total Instances tile. Alternatively, click Instances.

Figure: Instances page
On the Customers page, click +Add Instance. The Add New Instance pop-up page is displayed.

Figure: Add New Instance pop-up page
Click +Add. The new Instance is created.

Field Description

The following table describes the fields on the New Customer pop-page:

Field	Description
Instance Name	Specify the name of the Instance.
Instance URL	Specify the URL of the Instance.
CINDE Key	Specify the key for the CINDE.
Customer	Specify the name of the Customer to which the Instance belongs to.
Environment Type	Select the type of environment as follows: PROD UAT STAG QA POC DEMO DEV
SOR Type	Select the type of SOR from the drop-down list.
Tenant	Select the Tenant(s).
SOR Version	Specify the version of the selected SOR.
CINDE version	Specify the CINDE version.

To Edit:

Navigate to the Instances list page.
Click icon. The Edit Instance pop-up page is displayed.

Figure: Instances page
Edit the required details and click Update.

Note:

To view the Instance details, click the respective instance.

Viewing Instance Details

To view the Instance details, follow the below process.

Personas

Super Administrator
Customer Administrator
SME or Annotator

To View the Instance Details:

Login to the application as a Super Administrator or Customer Administrator or SME/Annotator.
On the Overview page, click Total Instances tile. Alternatively, click Instances.
On the Instances list page, click the required Instance. The Instance Details page is displayed.

Figure: Instance Details page

The Instance Details page contains the following charts as mentioned in the below table:

Chart	Description
User Statistics	The User Statistics displays the week wise total number of Users against the Registered users in environment or Users using CINDE in a graphical representation. Figure: User Statistics Graph
Conversation Statistics	The Conversation Statistics displays the week wise total number of Conversations against the User conversations or Abruptly ended Conversations in a graphical representation. Figure: Conversation Statistics Graph
Conversations By Channels	The Conversations By Channels displays the week wise total number of Conversations against the msteams in a graphical representation. Figure: Conversations By Channels Graph
Successful Requests	The Successful Requests displays the week wise total number of Requests against the Incidents/Service Requests/Knowledge Articles/FAQs in a graphical representation. Figure: Successful Requests Graph
Failures	The Failures displays the week wise total number of Failures against the System Flagged Failures/Actual Failures in a graphical representation. Figure: Failures Graph
Annotations	The Annotations displays the week wise total number of Conversations against the Conversation/Annotation in a graphical representation. Figure: Annotations Graph

Note:

Hover the cursor on the graph to view the exact values.

Adding or Updating Users

To add or update a User, follow the below process.

Personas

Super Administrator
Customer Administrator

To Add a New User:

Login to the application as a Super Administrator or Customer Administrator.
On the Overview page, click Total Users tile. Alternatively, click Users.

Figure: Users page
On the Customers page, click +New User. The Add New User pop-up page is displayed.

Figure: Add New User pop-up page
Click +Add. The new User is created.

Field Description

The following table describes the fields on the New User pop-page:

Field	Description
User Name	Specify the name of the User.
Email ID/Login ID	Specify the Email Id or Login ID for the User that can be used while login into the application.
Password	Specify the password to login into the application.
Customer	Select the configured Customer from the drop-down list.
Instance/Tenants	Select the configured Instance(s) from the drop-down list.
Status	Select the status of the user from the drop-down list as follows: Active In-Active
Role Type	Select the Role type from the drop-down list as follows: Customer Admin SME Annotator

To Edit:

Navigate to the Users list page.
Click icon. The Update User pop-up page is displayed.

Figure: Users page
Edit the required details and click Update.

To Export:

You can export all the list of Users to an excel format by clicking Export button.

Viewing Conversation Logs

To view Conversation Logs, follow the below process.

Personas

SME or Annotator

To View Conversation Logs:

Login to the application as an SME or Annotator.
Click Conversation Logs. The Conversation Logs page is displayed with the list of Instances.

Figure: Conversation Logs page
Select the required Instance to view the Conversations list.

Figure: Conversations List page

Field Description

The following table describes the fields on the Conversation Logs page:

Field	Description
Filter Options
Start Date	Select the start date for Conversation. Click the Calendar icon to select the date.
End Date	Select the end date for Conversation. Click the Calendar icon to select the date.
Action Filter	Select the action(s) from the drop-down list as follows: Pass Fail Annotated Un-Annotated
Intent Filter	Select an Intent from the drop-down list as follows: Create Service Request Create Incident View KB Ticket Status FAQs Chit Chat Information Ticket Update Live Agent Transfer Exit Remind Incident Remind Service Request Cancel Incident Cancel Service Request Reopen Incident Reopen Service Request Escalate Incident Escalate Service Request Update Incident Update Service Request Remind Ticket Escalate Ticket Cancel Ticket Reopen Ticket Incident Status Service Request Status
Columns
User Name	Displays the User Name.
Annotated By	Displays the SME or Annotator name.
Annotated On (GMT)	Displays the date on which the conversation is Annotated.
Logged Time (GMT)	Displays the conversation logged time.
Topic	Displays the type of conversation.
Tags	Displays the status of the conversation.
Action	Click the Action icon to view the conversation details.

Note:

After specifying the filter criteria, you must click Search button to view the list of conversation logs.
The user search works with the startsWith mechanism. Also, you can enter the complete keyword and search.