CINDE Work Bench

Owned by Enterprise IT
May 08, 2024
5 min read

Read Complete Release Notes

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

CustomersInstancesUsersConversation Logs
CreateEditViewCreateEditViewCreateEditViewView
Super Administrator(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(error)
Customer Administrator(error)(error)(tick)(tick)(tick)(tick)(tick)(tick)(tick)(error)
SME or Annotator(error)(error)(tick)(error)(error)(tick)(error)(error)(error)(tick)

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:

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

    Customers page
    Figure: Customers page

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

    New Customers pop-up page
    Figure: New Customers pop-up page

  4. 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 NameSpecify the name of the Customer.
Domain NameSpecify the Domain name of the Customer. 
Email IDSpecify the Email ID of the Customer.
Deployment Type

Select the type of deployment as follows:

  • Single
  • Multiple

To Edit:

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

    Customers page
    Figure: Customers page

  3. 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:

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

    Instances page
    Figure: Instances page

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

    Add New Instance pop-up page
    Figure: Add New Instance pop-up page

  4. 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 URLSpecify the URL of the Instance.
CINDE KeySpecify the key for the CINDE. 
CustomerSpecify 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 TypeSelect the type of SOR from the drop-down list.
TenantSelect the Tenant(s).
SOR VersionSpecify the version of the selected SOR.
CINDE versionSpecify the CINDE version.

To Edit:

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

    Instances page
    Figure: Instances page

  3. 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:

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

    Instance Details page
    Figure: Instance Details page

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

    ChartDescription

    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.
     
    User Statistics Graph
    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.

    Conversation Statistics Graph
    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.

    Conversations By Channels Graph
    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.

    Successful Requests Graph
    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.

    Failures Graph
    Figure: Failures Graph

    Annotations

    The Annotations displays the week wise total number of Conversations against the Conversation/Annotation in a graphical representation.

    Annotations Graph
    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:

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

    Users page
    Figure: Users page

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

    Add New User pop-up page
    Figure: Add New User pop-up page

  4. 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 IDSpecify the Email Id or Login ID for the User that can be used while login into the application.
PasswordSpecify the password to login into the application. 
CustomerSelect 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:

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

    Users page
    Figure: Users page

  3. 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:

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

    Conversation Logs page
    Figure: Conversation Logs page

  3. Select the required Instance to view the Conversations list.

    Conversations List page
    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 DateSelect 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.
TopicDisplays the type of conversation.
TagsDisplays the status of the conversation.
ActionClick 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.