DevRevU product demos

Platform essentials

Updates and notifications

Okay. The update section helps you stay informed about all relevant activities on re, whether you're part of conversation issue, or ticket, or even mention directly. You'll find timely notifications here to keep you in the loop. Let's first start with understanding what appears in the update tab. Update include activities from conversations, tickets, and issues where you are an owner, member, or creator. It can also have any items where you've been mentioned, items where your group is mentioned, which notifies all members and items you manually followed by clicking on the Pell icon in each of the objects. The second step is to navigate the updates page. First. The updates page, as you can see here, is divided into two subsections, which is important, and others important section is used for updates that need your immediate attention, whereas the others for general updates that are informative but not urgent by default, all notifications under the important tabs are also sent via email and mobile push notifications. You can also personalize this notification to suit your workflow, to customize which updates you receive and how you can go to settings and click on notifications. Here in the priorities column, you can decide which updates should go under which of these tabs that is important, others, or you can also mute the notifications that are not really relevant to you. You can also choose the preferred mode of notification. That is whether you would want to get notified via your email or mobile push notifications, or both. Next, let's see how you can further refine the view that you're looking at. You can apply filters to narrow down all of the noise from the actual content that you want to look at. By default, all the updates are shown. You can refine your view by selecting only the types that matters the most, such as mentions, new conversations, customer messages, internal discussions, et cetera. So here by default, it is set to all, but you can further customize this by applying the right filter. You can also filter by object type. That is to show only tickets, issues, uh, conversations, et cetera. You can also filter by notified by which is to choose a specific user to see only updates trigger by them.

Left navigation menu

DevRev's internal conversational search

Support

Building a Knowledge Base in DevRev: Step-by-Step Guide

Optimizing in-app L3 & L4 Support with DevRev

Configure in-app support with DevRev

Managing conversations with DevRev’s unified inbox

Incident Management in DevRev: PagerDuty Integration Explained

On-Call Agent Setup on DevRev for Incident Management

Boost user Engagement with in-app nudges with DevRev

Integrating Slack with DevRev: Stay Connected

Email Integration in DevRev: Streamline Communication

WhatsApp Integration with DevRev: Connect Instantly

DevRev's Search Agent

Ticket management

Hi there. In this video I'll show you how you can manage tickets within Interive. To get started, head over to the explore tab and search for tickets for you. Once you're in this view, you'll be able to see all of the tickets that you have access to. You can also start filtering the tickets based on the ones that are relevant to you. For example, you can filter out tickets that are assigned to you, the ones that were modified in the last 24 hours based on their created date, the various stages that a ticket would typically go through, as well as select many filtering options from these options that are available. A pro tip here would be to narrow down exactly what you're looking for by applying as many filters as you can. For example, tickets assigned to you that were created in seventies and last seventies, and currently in in progress stage. To organize your tickets further, you can also use the sorting option here to sort the tickets based on close date, create a date, CSAT rating, et cetera. We can also group this by various other options available here, like reported by stage, et cetera. This is really helpful for understanding workload distribution or spotting bottlenecks in ticket, uh, stages. Dev also allows you to customize the layout of your ticket list. So simply click on customize for that, and you can add as many columns or remove columns from this view here to have a very personalized view for yourself. You can also toggle between the list view and the chat view show. So list view is best for analyzing multiple tickets at once, especially when handing backlogs or triaging. Whereas a chat view is great for focusing on individual conversations and understanding customer context. You can also use a keyboard shortcut shift plus V to toggle between these views instantly. Dev rep also offers AI powered ticket management features like smart clustering, and to access Smart Cluster, you can head over to the top of the page and click on this Bolt option, which where you can access a smart cluster desktop. So Smart Cluster is an AI feature that automatically groups similar tickets based on various topics, sentiments, issue type, or even keywords. For example, as you can see here, uh, there are quite a few tickets under issue related to duplicate charges. Clusters can be private, that is for your own use or shared with teams to drive collaborative efforts. Additionally, from the same option chart, you can also export the tickets view as CSV or Chase on files. Once you make any changes or apply any filters here, you will have an option to save this view for yourself. So from the top right corner, click on save and create a new view. For example, here I'm giving the view a title, a unique title, a description, which is completely optional. You can also decide the visibility, whether you would want this view to be visible to everyone who is using your org or just you. And for Easy access, you can also have it pin under your left. Now, once done, you can click on create and a new view will be created pertaining all of the, uh, filters that you have applied. Once you have a view created, you can also share this view with your team members by clicking on the little share option here, right beside the title of the view. So you can add in users with whom you want to share this view, or also add groups which are predefined from the backend. Once you have the right group, you can also select the editors or avers access for this group, and then click on share. Additionally, you can also click on the copy link option here to share the link directly with the team members. Now let's open a ticket and look at what are the, some features that are available there within the ticket interface. At the right side, we have few attributes related to this particular ticket. To start with Owner, which is basically who is responsible for the ticket severity of the ticket stage of the ticket, which is the current status part, which is, uh, the product component and many other, uh, options that are available. You can also link articles to a ticket for easy access documentation. So just click on plus article option here and search for the article that you're looking for. Click on that article and it'll be linked to this particular ticket here. Besides that, we also have during Assist, uh, which enhances the support efficiency by showing three similar tickets at the bottom of the ticket panel. These may contain solutions or, uh, you know, pass customer conversations that help you resolve the current issue faster At the top. We also have a few options that are available here, starting from the three.menu, which you can use to export customer messages, merge a ticket clone, as well as delete a ticket. We also have the AI summarizer option here. Uh, so if you click on this, it'll auto summarize the entire ticket and conversation. So far, so far. Also explaining the next steps and Actionable Anywhere discussed. We also have watch on tickets, uh, to stay updated with notifications. Even if you're not a member of this ticket, you can click this option to copy the link of this ticket and share it with your team members, as well as double between the expanded and condensed view. You, you also have a toggle field option here, which focuses on fields and attributes or all available ones, and you also have the search field option here to look up any specific attribute. At the left side of it, you can see the title of the, uh, ticket that was provided by your customer, A little description, again provided by your customer. And then we have three different, uh, tabs here, starting from the customer messages tab, which is the main conversation thread between you and the customer. Internal discussion where pri it's a private thread to collaborate with your team via add mentions, uh, and anything that you sent here will not be visible to the customer. And the events tab, uh, which is an activity log of everything that has occurred. For example, ownership changes or stage updates, comment, timestamps, et cetera.

Conversation management in DevRev

Conversations we endeavor is where you can find all of the customer messages and manage them efficiently. It gives a clear picture of all of the conversations happening in your workspace and allows you to take control with filtering, sorting, grouping, and customizing, helping you stay on top of customer communication. To get started, open the explore tab and search for conversation with. Once you are on this interface, you will be able to see all of the conversations that are currently there in the system. You can apply filters to narrow down this list and view only the relevant conversations. For example, you can filter by conversations that are assigned to you by clicking on the Arthur eight option here to focus on the messages you are responsible for. You can also use the recently modified filter to surface the most recent changes to the conversation. You can also filter by spam, uh, to separate out unwanted conversation filter by the various stages that a conversation would typically go through, as well as add or remove filters as in when necessary. You can also filter by various fields here, so you also have the sorting and grouping options that are available to further streamline the view for you. So you can sort the conversations to bring the specific ones to the top based on your priority. For example, you can sort by customer waiting longest. And once you apply this filter, you will also have two options that is descending and ascending. Descending is to bring up conversations where customers have been waiting the longest at the top and ascending is to see all the ones with the least waiting time first. This makes it easier to decide which conversations need attention right away. You can also group the conversations by different fields to organize your view better. For example, if you want to group by owners, you can go ahead and apply the owner filter. You can also customize this view, uh, so you have a very personalized view that you're looking at. So for example, you can add as many columns as you want by just selecting the right option and the new column will be added accordingly. You can also rearrange these columns to have a very personalized view for yourself. Debra also offers two layout option that is list view, which helps you view all of the conversations in a tabular layout here. And then we also have chat view, which shows the conversations in a more threaded format. You can also switch between these layout using a shortcut, uh, shift Plus, we As so as soon as you apply any of these filters, you will also have an option to save this V for yourself. So each time you don't have to come to the conversation tab and apply the same filter over and over again. Simply click on the save option from the top right corner. Click on create a new view, give your view a title, A description. You can also design the visibility of this view, whether you should, you are, you want this view to be visible to everyone who is using this instance or just you. And you can also pin this under, under your left navigation menu for easy access. Once done, you can click on create and the new view will be created pertaining all of the uh, filters and sorting and grouping options that you used. You can also export this view as a CSV and JSON file as well by clicking on the little thundering, uh, option at the top right corner. Now let's open a conversation and look at what we have there. So when you click into a specific conversation, uh, on the right side, you will have few attributes that are defining this particular conversation. For example, you have members, parts group, owners stage that the conversation is in right now, et cetera. You can click on show all option to see all of the available, uh, attributes here. You also have the SLA fields here. That is the first response and resolution time, and whenever A SLA is preached, it'll be indicated by red color here You also have few options that are available at the top, starting with spam button where you can mark a conversation as spam. You can also copy the link to this particular conversation and switch between condensed and expand view. If you are looking for one specific attribute, you can click on this particular search option and search for the attribute you're looking for. You also have this toggle field option to look at some of these uh, uh, options available. For example, if you want to look at all of the required fields, it'll hide the rest of attributes here showing only the required fields. At the left of it, we have three different tabs starting from the customer messages tab where all of your customer conversations are visible. Anything that you sent on this tab will be directly visible to the customers. We also have internal discussion tab where you can collaborate with the internal team member, for example, you can add mention them and that update will go under their update section here. We then also have events tab, which is everything that happens around this conversation will be listed here along with the timestamp in the customer messages tab. We also have commands which you can run, sort of like a canned message that you can send directly to your customers. You can also rephrase your text by selecting the text and then using this little pencil icon, which is called AI Enhance and choose to rephrase the text to something more casual, friendly, professional. You can also fix the drama lengthen as well as shorten the text.

Grouped view consistency and Real-time column preferences sync

Improved browser navigation

Smoother filter adding experience

Streamline Customer Communication with DevRev's Unified Inbox

Analyzing Support Performance with Conversation Insights in DevRev

Insights and Dashboards

So, hey everyone, good to see you all here. And today we are going to talk about, uh, dashboards and insights. So let me just quickly introduce myself. Uh, hi, my name is Karuna and I work, I'm a part of dev review team, and I basically talk about dashboards, insights, and how you can bring all of your data and make sense out of it on Dev Rev. So, uh, for today's session, we are going to learn, uh, how to distinguish between dev rev stock dashboards. We have some default dashboards, which are already available for a lot of use cases. Uh, so we will be looking at those and then we will customize and create our own widgets and dashboards, uh, using ui. So, and after that, we will, uh, experiment and, uh, bring all of the data sets and try to create our own dashboards and visits. So today for today's session, uh, we will start looking at dev devs talk dashboards first. So in general, first let's, let's think about why do we have dashboards in place. Uh, it is to centralize all the metrics and all the data points, which are present on the app and bring them onto one place. And we can have ga we can gain real time insights into the performance. We can identify trends and potential issues while looking at the dashboards, and we can drive our decisions with the dashboards and all the data presented there. So first, let's see, uh, the stock dashboards, which we have. One of the dashboards is conversation, SLA analytics. So why does this dashboard exist? Uh, and who uses it mostly? Customer success managers, support teams and leadership teams use this, uh, dashboard to know more about how customer support performance is. You can see, you can look at, uh, how SLA is working, how fast are we responding to customers, and like basically how the quality is of customer re responses. So let's see it in action. So if you are on your org, you can go to explore, click the dashboards filter here, and now you can see con, con conversation SLA analytics. Click on that and you'll be able to see all the data. So in this, you, you'll be able to see response times, like how are we responding to, to the customer when they are raising a conversation for the first time, and what's the time taken when the conversation gets resolved. So you can see average resolution time, which is three minutes average first response time. So this is how, how we like respond to customers. That is three, three minutes as well. SLA compliance rate. So percentage of conversations where SLA status is hit or in progress. So all of the SLA compliance is a hundred percent. So you can see, uh, SLA status distribution. This is the percentage of conversations where SLA was met, missed, or still in progress, but we hit all of the SLA status distribution. So it is hit and you'll be able to see a lot more here. So let's go back and see the other dashboards which we have. We also have ticket insights. Ticket is basically, uh, when a conversation gets converted to a ticket, uh, let's say a customer comes to us and says, Hey, this is the bug, and we identify it as a bug, we create it as a ticket, and then we can link issues to resolve that ticket. Ticket insights, uh, dashboard is being used by team leaders and, uh, customer success teams. We can analyze patterns and customer issues. Let's say few customers have login issues. So we can say how many customers have login issues, how many customers have search issues or anything like that. Uh, you can also see why do we use this, uh, to identify and address the current existing issues based on the tickets which we have. So let's say it in action again. We will go to explore dashboards and if it's not there, we can just search ticket insights. There we go. So here you can see, uh, tickets, number of tickets created, number of tickets which are active. Uh, how much time does it take to resolve a ticket, which is if any issue is linked to it or if no issues are linked, but you still know that this is resolved, you can just click result on the ticket and you will see how many tickets are blocker tickets and active tickets by customers, by the customer names and the tickets raised by them. Active tickets by parts. So you can see how many tickets are linked to the conversations as in tickets, uh, which got like conversations, which got converted to tickets and tickets linked to issues. You can track those as well. And you can see owners who are assigned to the active tickets. Let's go back and yes, let's see, another dashboard which we have, which is Article Analytics. Now, you might be wondering what are articles? Articles are something similar to docs, which we have like Notion Doc or something like that. You can use, uh, uh, articles to like add all of the info you need, maybe a call recording, maybe a transcript, or uh, just a documentation piece and you can see how that is doing. So article analytics basically shows how your article is helping you to resolve customer tickets, conversations, uh, who uses that documentation and support teams. You can see what articles got a reference to solve these conversations. And you can see that your knowledge base is all up to date and it's relevant. Now, let's see it in action. Let's go to explore article analytics. It's right here. So we see, we currently have just one article, which is I guess okay, but we will have a lot more here. So published articles and one article. So which article is it? You can see it is, uh, SE mapping. It is an internal article. We can see how many views it got. Unique views, which are like if someone is joining, uh, from their own device upwards, downloads upwards is like, yeah, the article is good up to date downwards, no, some information is bad, not helpful, average time spent, which is like the time spent reading that article. Two seconds. Mm, that's bad. Uh, median time, two seconds, link tickets, nothing. So yeah, you can, uh, if you have more articles, you'll be able to see more insights like this. I, so let's go back and check out more dashboards. Incident analytics. So what is incident you might ask. Incident is something, uh, like a production goes down and you call it an incident or some bug goes down, which is impacting customers or it's impacting your own app. So we call it something, an incident. This is an object endeavor. So, um, who are using these incident analytics dashboards, mostly engineering support and success teams to know what happened, uh, and track the incidents and what caused those incidents, right? And we also have the real time monitoring of these active incidents and you can see how how many incidents got resolved and how many incidents are still pending. What are blocker incidents? So let's say it action. Let's go here. Incident analytics. Yes, so you can see the type is incident. It is an object. And we have this filter, which is last 30 days. But if you want to change that, you can do that. You can do last seven days, 90 days before or after. So you can put dates as well. You can check, let's say in past three days, past two days. You can do that between after. That's all up to you. Alright, so let's see. For last 30 days we have 75 incidents. Uh, and this is meantime to repair. Meantime to repair is something when an incident happened and it got created and then the incident got resolved. So the time between that, and we also have meantime between failures, which is the time taken from one incident to another incident. Let's say your app goes down, that incident is resolved, but then a few minutes or a few hours later, another, another incident comes up, maybe some bug or something. And this is the time between the two incidents. You can see incidents by stage, which is resolved. We have 66 incidences all which is great, and we have six in triage, three acknowledged acknowledges like, yeah, we know that is an incident, but it's not actioned upon yet. And we can see high priority incidents or high severity incidents are 73, which is kind of bad, uh, but blocker and low incidents are just one-on-one. Okay, fine. And you'll be able to see how many dev parts are affected via due to these incidents. And you'll see rev parts, which are the customer facing parts affected by these incidents, and you'll see the owners as well. So yeah, I think you can explore more about this. We have a lot of data where you can see, uh, how that these great amazing dashboards are bringing all of the data from tickets, issues and incidents to one place. And you'll be able to see all the insights represented here. And last but not the least, I think this is the session analytics. So, uh, session al analytics is something where you can see a user interacting, uh, with one another, uh, sorry, with the features and how's the user going through one session to other, let's say, uh, someone opened a search agent and a user is typing, user is doing until and unless the user closes the chat, we call it a session, right? So, uh, in this session, how the user interacts with the components is what we check. And this is the web. So on the web you'll be able to see how people interact with other features. So who uses this dashboard, uh, product people to see how the features are being used. Engineerings because they build them and CSMs, um, what does this analyze? It analyzes user behavior and interactions. Where are they getting stuff? Are there any rage, clicks? Rage clicks is basically clicking on a button, which does not work. Um, why usage, analytics, customer health monitoring and product improvement. If you have any feedback, you can check via session analytics. Let's go and see it in action. Let's see, session analytics. We also have mobile by the way, but let's do web for now. So you can see session, analytics, web, and this is live from maple org, which I am using to show you all the data. Uh, we have three tabs here, web networks and events, right? So we have total sessions, how many sessions happen? We have u number of unique visitors on the website. We have race clicks as I mentioned. If a button is not working and you're just clicking on it, you're just smashing it. It just rates, it's, it counts as race click and dead clicks where it does not take you anywhere. Probably like this. This is not a button, but I'm just clicking on it. So that is dead click. And we have errors at one place probably where the click, but some error popped up and nothing happened. And you can see all of this data here. Sessions per day. This is a line graph and you have all of this, uh, amazing, uh, response times. And you have all of these widgets with great, uh, data filled up here. You can see all the URLs, which pages went through rage, clicks, debt clicks, popular pages. So what pages are being visited by the users the most. And you can see the error here as well. So how many times it occurred. Most active users, most active customer workspaces, which customers are being your, uh, advocates or probably your biggest cheerleaders by using your product the most. And platform distribution. So you can see desktop is being used the most mobile a bit and we don't know unknown and what is here, but let's uh, see where are they using it. Uh, mostly on Mac os, few on Windows, iOS and Linux. I don't see anywhere but yeah, I see Linux. It is 0.9, very less, but yeah, browser distribution mostly Chrome Safari, very less Microsoft Google Bot. Okay, Chrome wins. Alright, so this is all about, uh, our stop dashboards. Now, uh, okay, sorry, I forgot it was not last. But we also have sprint analytics. Uh, sprint analytics is basically, uh, being used by product managers and engineering managers. Sprint is something, uh, where you are assigned some tasks or some issues and you need to complete it between cer a certain time period. Now why do these product managers and engineering managers use it? It's to track sprint progress issues and completion rate, uh, issues completed, let's say in this time period, uh, let's say July 1st to July 12th. I completed six issues, but few issues are still pending. You can see why, and you can see how the completion rate is. You can see why are we getting stuck, which issues are getting stuck. Uh, we can see sprint performance team productivity and planning. So let's, let's check that out. Sprint analytics. So if you don't know, we also have something called a sprint board, which is related to this sprint analytics, right? Sprint boards is something like this. You have active, you have planned, and all of this is getting calculated. All of this data is getting calculated in sprint ana analytics. So you can see, um, days, this is yearly, right? Uh, 360 days, we have 1 91 days remaining. Uh, sprint completion, we have three out of 53 issues, right? Uh, planned versus unplanned or like if you have that issue planned, uh, you will have that in your sprint already, like when the sprint got created. If it's unplanned, it'll get added in the middle of the sprint, which is, which could be like if I say first two, 12 July, it got added in between the week. So that is an unplanned issue. You can see how many those are. 13 issues are unplanned, customer requested are like 41 issues. You can see the sprint burndown chart. You'll be able to see this burndown chart even in the sprint board. You can explore that on your own time. Uh, you can see owners, you can see the state, right? You can see issues by stage, issues break down by parts. It looks pretty beautiful, right? The dashboard, it's pretty great. You can, uh, explore this and yeah, so I think yes. Now we finish the all of our stock dashboards. Uh, yeah. So it's time to, uh, go, go ahead and start creating your own widgets and dashboards. So if you are on bon via org, uh, if you got invitation, please go ahead and uh, check that out, check your emails. And so how to create a widget. So via UI v currently only support, uh, on issues, tickets and opportunities. If you want to build some dashboards, which I have, uh, showcased you something like this, this will be done via, uh, the UI slash uh, not ui, sorry, uh, the widget builder and dashboard builder. Uh, this will be an advanced session, which we will do, which we will do later. So currently we can just do via ui. So only three of these are, uh, supported right now. So let's go to opportunities or let's just go to tickets. So we have a lot of tickets here. Now you might want to, uh, create a dashboard to see which tickets are queued or which tickets are in priority or you want to see which customers are requesting the most tickets, right? So let's go ahead and let me tell you that this dashboard will only have the ticket data. So let's go ahead and create a new report. Uh, let's enter a dashboard. Ma name, uh, tickets. Most tickets created by a customer and now we will add plus wit. Okay, so we see name, description, measures and dimensions. Let enter a wit name. Uh, tickets created by our customers description you can add, but it's optional Measures are something like you can add numerical values here. So let's say ticket ID is a nu medical value. You can add create a date when these, uh, tickets are created. Close date, SLA tracker, Relu resolution time Cs a rating. So I will use ticket ID because we need to see how many tickets or which tickets were created. Uh, count, yes, we can use count and Dimensions. Dimensions, something like we can use variables, which is customer workspace. We have title, you can add multiple. So let's do customer workspace. Uh, let's do created by, let's do title and yeah, I think we should be good to go with this. You can choose visualization type. So we have, uh, different kinds of visualization types. We have table, we have bar, we have column, we have line, something you have seen like this, right? And you have Stack bar Stack column and Pack Bubble. So you can choose any one of these. I'll choose table for now and let's click preview. It'll take some time, but yeah, so you'll be able to see ticket title. So all these tickets and ticket count and rework. So currently it's showing my name because I have the reward on my name. But you'll be able to see different kinds of organizations listed here. And you also have filters up here. So you have created date, queue, uh, ticket. So this is a Vista filter on which you created this dashboard. If you want to change this, you need to change the vista itself, but if not, you can keep this as it is. You can add filters on wi itself. You can add only title, which will show, um, work type ticket. You can add create a date last seven days and click preview. So you'll be able to see tickets created only in last seven days. You can also customize it. You can do this to see anything you want. You can group by Rev, created by. So you can see different kinds of rev works listed here, and it'll be grouped by the rev box. So don't forget to save. After you create this widget, click on save. If you want to do like remove everything, you can click reset as well. So we have our first widget right now here you can create multiple widgets. Similarly by clicking on plus and doing it doing the same. You can share, you can edit, you can clone it. So if I want to clone it, I can do this. And you'll see the same thing. So you can see it's currently visible in your recent section, but it'll get lost. So I would recommend you to pin it to any of these sections. I will pin it to work and now you'll be able to access it. Awesome. Now you created your own first widget slash dashboard via the UI based on the, uh, data, which is in the tickets.

Session analytics

Rage click/Dead click

Conversation insights

Ticket Insights

Filters on conversations

Converting coversations to tickets

Product

Navigating Product Trails: A Complete Product Walkthrough within DevRev

Mastering Sprint Boards within DevRev

Understanding User Behavior with Session Analytics in DevRev

Session Analytics: Identifying Dead & Rage Clicks

Enhanced board settings persistence

Dev360 Dashboard

Hi everyone, I'm today. Let's talk about depth 360. Depth 360 gives you, as the name indicates, gives a 360 view of the execution health of the engineering teams. And this is intended to be used by a manager persona, it could be a engineering manager, manager, director of engineering, vp, or even a product manager as the use case, as per the use case. So in the Dev 360, this dashboard is powered as intelligent and is powered by multiple integrations. It it integrates with your code source support tool. It integrates with your de deployment tools and any other tool that you wish to integrate and track metrics. All of the metrics that you see here are out of the box, but we also customize based on the orgs individual use cases. And today I will quickly talk about two things, what this dashboard indicates and how to use this dashboard, starting with how to use this dashboard. Uh, we can apply multiple filters. Multiple filters starting, uh, like there are, there is a filter, which is a default, uh, tells you to see, shows you the record date the last 30 days or in the last 90 days. So you can track all these metrics based on how frequent in the log in, in what duration you would you wish to see the metrics at. Similarly, there are multiple filters, like what area of the product do you wish to see the metrics for, or if a particular, if you wish to see this metrics for a particular user job title and so on. I'm sorry. You can also save this view by clicking on the save and, uh, and, and then you can edit this dev 360 for let's say enterprise and pin it to your left. N this basically creates a clone version of Dev 360 dashboard with the custom filters. So that's a quick, uh, that, that's a quick view about how to use this. And next let's talk, talk about what metrics or insights does the, does this dashboard indicate? So the, the way W 360 was built was, is to give the manager an idea about is the engineering teams are able to balance well with speed versus quality and also measure the impact that the teams are able to deliver in a given record period or duration. In that, with that, uh, the first tab, the productivity tab indicates how fast is the engineering team able to deliver and how productive they are. Likewise, the first section indicates at a various unit level that is at a pr cycle time, PR level, or an issue level or an an enhancement level. What is the cycle time or how fast can a solution be, uh, delivered towards a market? So let's say at an issue level, what is the cycle time, which means at an issue level, what does it take from the time it starts to the time it deploys? So here we see the average development time takes four days, but the deployment time takes six days. So it does not only show, show you the time cycle time of an issue, but also shows where the bottleneck is. In this case it's at the deployment time. So in this, as this example indicates you can, you can also drill through into these metrics and also see where the bottlenecks are so that you get actionable insights into improving these metrics. Similarly, one quick insight into how the code source repo management integration looks like. So this action talks about the roadmap to execution alignment and the at at-risk categorization here is based on the gi, so GitHub integration. So for a given enhancement or a feature, if there is no coding activity that is happening, or if the work is stalled for more than two weeks, then we indicate it as at risk. Similarly, the quality tab talks about the quality aspect of the, let me switch to the old depth system. So the quality tab indicates the quality of the product and also the quality and the efficiency of the services. So in here we see that the, uh, the total incidents that were raised were about four in the last 30 days. Similarly, you can get details into bugs and techs and the service health bucket indicates the efficiency of this service deployments. So it indicates for a service to be deployed, how much time does it take from the start, from the time it's, uh, a PR is open to the time a PR is deployed. So in this case it takes six days and you can also view how much time does it take to repair, uh, and time between failures for a particular service. Moving on to impact bucket, uh, this particular view talks about on an average how many requests was, was your team able to deliver? These are all customer initiated requests. How many are still open, average time to resolve? And not only about that, but also how many, what customers were impacted by, let's say, uh, tickets or enhancements as well. So in this particular view, you're able to see for a given enhancement what are the tickets that is solving and what customers that is impacting. So that's about a 360 view about into your engineering teams across productivity, equality, and impact.

Workflow

A workflow endeavor is a visual automation tool that helps you orchestrate processes using a combination of triggers, actions, conditions, and dailies. Think of it as a smart flow chart that executes task automatically to save time and reduce manual effort. Workflows are especially useful for repetitive or rule-based task like tagging tickets, assigning issues, or escalating priority items so your teams can focus on what matters most. Each workflow is composed of steps, so let's see how we can build out a workflow within dev rep for that. Head over to settings and scroll down to Workflow builder. Sure. You'll be able to see already set up workflows to create a new one. Click the plus workflow button from the top right corner and click on plus workflow from this canvas. You can start adding stems from the bottom of the screen. So we have trigger that is the event that kicks off the workflow. For example, ticket created can be a trigger. We also have control that is conditional blocks that lets your branch logic. We have action that tasks that update records, notifies users or run AI models, and then delays, which adds a wait time before the next action is executed. So let's see and try creating a workflow. Uh, for example, imagine your support team is overwhelmed with incoming tickets and many of them are just general queries. You're missing out on product feedback and urgent issues. So here's a workflow that solves exactly this. The goal of this workflow is to automatically analyze new tickets, classify them as relevant or not relevant, and then update the ticket stack accordingly. So the first step here would be to add trigger and add trigger would be ticket created. This ensures that the workflow runs every time a new ticket is submitted. The next step here for us would be to add action. Ensure I will be adding Ask AI code. We'll pass the tickets, um, title and description into an AI model that classifies the ticket as important. So here in the prompt section, I can give a prompt and I already have the prompt ready. You can also use placeholder variables to, um, auto-populate the fields whenever this workflow is run. For this, simply click on or type into K phrases and you can add the placeholder variables, right. Once this is done, click on save and the Ask AI note is completed. The next step here would be to add a control that is fls. So select the attribute as Ask AI output string, and then we will have two options here that is true or false. So if the condition is true, then I would want to take the action to update the ticket. Now change this to relevant, add the ID here, and then add the attribute as tag as I would want the workflow to update the tag of the ticket accordingly. If it's false, then again I will add another action to update the ticket, Change the title to not relevant here, and perform the same action of adding tag as not relevant in this case. There you go. Right? So make sure to pass the final result. That is classification and updating tag into the tickets output, so the outcome is visible and traceable. So once your flow is fully configured, you can click on Deploy. Your classifier is now live and filtering every new ticket in real time.

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Commands

If your teams are struggling with repetitive replies and actions commands, which are also called as macros, can significantly boost productivity commands, allows your frontline teams like support agents to handle high volumes of conversations as well as customer queries faster by automating standard responses and predefined actions with a single click. Let's see how you can create command within dev rev to create a new command. Navigate to settings and scroll all the way down to commands. Here you'll be able to see all of the preset commands. Now to create a new one, head over to the plus command button from the top right corner and give your command, uh, title. In this example I will use production outage That is informing your customers about the production outage. You can also give a little description to what, uh, about what this command is, and also decide on the surface that this command should live on, whether it should be ticket, conversation, issue, or incident. You can then decide on the status of the command as well. So draft will basically mean that command is still being worked on and not usable in records yet. You can also activate this command as well as inactivate, inactivate it temporarily, uh, kind of disable it, right. The next would be deciding on the availability of this particular command, so you can make it available to everyone who is using your organization or specific groups, and these groups can be defined from the backend. Here comes the message part where you will insert your message that you would want to be, um, run by the command. So you can also insert the placeholder variables here. For example, to place a variable, you can type in two ly braces and you can add the command or placeholder variables. In this case, I have added the ticket reported by field and my message here, and I've also automated the current username. Once done, you can click on save, and not only this commands can also help help you with taking actions. For example, whenever this command is run, if you want to take actions to updating, let's say severity to block up, you can also add this in the command. Once done, you can click on create and a new command will be listed here and you can see the status as well. Now, to delete this command, you can also click on the plus, uh, three.menu option. Here, you can clone the command as well as delete it. To delete it, simply click on delete command, and you can delete this.

Object customisation

Different gives your organization the flexibility to customize core objects like issues, opportunities, contacts, and accounts to better reflect your business needs. Object customization allows you to add custom fields alongside preexisting fields, as well as create new subtypes for objects to extend their capabilities. To begin with this, navigate to settings and scroll all the way down to object customization. Here you can view all of the existing objects and their subtypes to add a new field to an object or a subtype. First, choose which object you would want to add the new field to. Then you'll be able to look at all of the stock views that are available right now for this particular object. To add a new field, you can click on the plus new field option here and start by adding the, uh, field, for example, start by adding the name of the field, the field type from these various options that are available here. You can then define the field, uh, value definition, for example, whether it should be allowed for multiple values or it should be a required field or not. Accordingly, you can toggle the options on. You can also have a default value for this field, a placeholder text, as well as a group name. You can also then, uh, define the visibility of the field, whether it should show in summary a detailed view, uh, whether it should be shown during creation of this, uh, of a new object or, um, entirely hide the field. You can also define on field actionables, for example, whether it should be allowed for bulk actions, allowed for filtering, grouping, as well as sorting. You can also add a quick tool tip, uh, which will give the user a quick idea about what the field is and will only appear when you hover over the, uh, info icon. You can also add a little description about what this field is, but it'll only be visible to you. Once you have all of this in place. You can click on save to draft. Once you have all of the custom fields added here, you can go ahead and publish the changes. Once done, hit on publish changes and the custom field will be added to the object. You'll just simply have to refresh the, or refresh the page again to look at the field that you added.

SLAs

A service level agreement is an essential tool that helps you define and uphold service expectations for your customers. By applying SLAs in dev rep, you can ensure that support responses and resolutions are delivered in a timely and consistent manner. And SLE is a contact between you and your customers that defines how quickly you will respond to and resolve their queries. It brings clarity to support timelines and creates accountability for your support. Teams in dev ref SLA can measure and enforce timelines for first response time. That is a time taken to send the initial response to a customer's message. Next response time. That is a time taken to respond after the customer replies again. And finally, the resolution time. That is a time taken to resolve the tickets completely. Each of this can have a warning target that is, for example, allot of 75% of SLE has SAD time has passed, and a breach target, for example, final deadline to respond or resolve. You can also choose to calculate this using calendar hours. That is 24 7 or business hours, for example, nine to six, Monday to Friday. Now let's see how you can create and apply an SLA in dev to create an SLA head over to the settings and scroll down to SLA. Here you'll be able to see all of the SLAs that are published, draft, uh, as well as archived to create a new one. Click on plus create option. Give you SLAA name a description, which is optional, and click on continue. This will create an SLE shell where you can start adding policies. An SLE can have multiple policies, each tailored for different customer segments, ticket types, or severity levels. Policies are priority based. So if a ticket matches more than one policy, only the highest priority one is applied. Now to add a new policy, click on the plus policy option here and choose between a ticket policy, which applies to ticket and conversation policy, which applies to ongoing conversation. The next step here would be to define the conditions of based on the ticket attributes. So here you can also add new attributes as well. So for example, if I want to create a policy for all the blocker tickets, I can go ahead and mention the severity as blocker under conditions. The next step would be to define the metrics. That is the first response time. Next response time and resolution time. Enable any one of these options. Or you can also enable multiple options here and set your response times accordingly. Once you have defined the metrics, you can go ahead and click on continue, and a new policy will be created. Once you have added all of the policies, you Can simply click on publish to publish all of the uh, policies. Note that SLA metrics only applies at the ticket meets the policies conditions. To publish an SLA, you can simply click on publish and the SLA will be published accordingly. One important note here is that you cannot edit the SLA. You cannot modify policies priorities as well. You must create a new SLA to make any changes if required. The next step here would be to add the assignment rule sles are applied to tickets based on assignment rule, which determine which account or customers a particular SLA applies to each workspace. Endeavor has its own SLA assignment. To add assignment rule, go to assignment rule tab and click on plus create rule in the new SLA assignment. Rule pane define the conditions using account attribute. For example, tier tier one customers assign the right SLA to this particular rule that you applied. And once done, click on save and apply and click on assign SLA tickets from accounts matching. These conditions will now use this particular SLE. You can also edit an assignment rule by clicking on this pencil, like ensure, as well as delete the assignment rule. The next step here would be to define the exceptions. Sometimes you may want specific customers or workspaces to allow, uh, to always follow a particular SLE even if they don't match the assignment tool. This is where SLA exceptions come in. To add an exception, go to the exceptions section in SLA and click on plus customer. Sure. Select the customer accounts or workspaces you want to assign, uh, this exception for and once done, you can click on assign. These customers will now always be born to the selected SLE.

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