Create Customized Insights in Freddy AI :

Last updated: 2025-11-12

Source: https://support.freshservice.com/support/solutions/articles/50000011668-create-customized-insights-in-freddy-ai

Freddy AI Insights now lets you create customized insights tailored to your team’s needs. By defining which data to include and which agent groups to analyze, you can ensure the insights generated are relevant and actionable for your operations.

What are Customized Insights?

Customized Insights let you create additional metrics on top of Freddy AI’s default Proactive Insights. Each metric includes:

Data filters: Which subset of tickets/incidents to include (e.g., Priority = High, Source = Email)

Groups: Up to 2 agent groups that the insight should analyze

Freddy AI evaluates these metrics on the regular insight schedule and shows results to everyone with access to the selected agent groups.

Who can use Customized Insights?

See which permissions allow you to view or manage customized insights.


Permission	What you can do
View Ticket Reports	View all default and customized insights you have permission to see.
Manage Ticket Reports	Create, edit, clone, and delete customized metrics.

Where to Find Customized Insights

Follow these steps to locate default and custom metrics in Freddy AI.

Navigate to: AI Insights Home → AI Insight Settings → Customization

Tabs:

Default: System-provided Proactive metrics (read-only)

Custom: Your organization’s customized insights (Managers can add/edit)

How to Create a Customized Metric

Step-by-step instructions for creating a new customized insight.

1. Go to AI Insights Home > Insight Settings > Customization > Customized metrics.

2. Click Add Customized Metric.

3. Choose a Metric.

4. Add up to two data filters and use the equals or contains logical operators as available in the UI.

1. Examples: Priority = High, Channel = Chat, Category = Refunds, Source = Email

2. Keep the filters simple, as each one reduces the dataset, and over-filtering can prevent insights from being generated. 5. Select Groups (up to 2) –Choose the agent groups this customized insight should analyze. Customized Insights on this particular customized metric will be generated for these agent groups. For example, L1 Support, L2 Escalations.

6. Give it a clear, descriptive name (for example, “High-Priority Email — L1 & L2”) and Save.

``` Insights appear on the next scheduled run. If there isn’t enough eligible data, no insight may appear. ```

Key Limits (Guardrails)

Understand the quotas and restrictions when creating customized insights.

Maximum customized insights per account: 35

Maximum groups per customized insight: 2

Maximum filters per metric: 2

Default metrics supported: Only metrics already supported by Freddy AI Insights

Visibility: Anyone with access to the selected groups can see the insights

Timing: Insights appear according to the regular schedule; sufficient eligible data is required

Manage Customized Insights

Learn how to edit, delete, or disable insights, and understand ownership rules.

Edit: Customization → Customized Metrics → select a metric → Edit → Save

Delete/Disable: Remove or temporarily disable metrics to free up quota

Ownership: Any Manager can edit any custom configuration

Examples


Name	Metric	Filters	Groups
High-Priority Spike by Email	Incoming Ticket Volume	Priority = High, Source = Email	L1 Support, L2 Escalations
SLA Breaches in APAC (Chat)	SLA Violations	Region = APAC, Channel = Chat	APAC Support
Network Category Stability Check	Avg Resolution Time	Category = Network	Network & Connectivity Team

Best Practices

Tips to ensure customized insights are actionable and maintainable.

Start narrow but not tiny: Use 1–2 high-signal filters. Relax filters if insights don’t appear.

Name clearly: Include metric, filters, and groups in the name for quick scanning.

Review quarterly: Retire stale insights to stay under the 35-metric limit.

FAQs

Common questions about creating and viewing customized insights.

1. Why don’t I see my custom insight right away?

Insights appear on the next scheduled run and only if enough eligible data exists.

2. What does “enough data” mean?

Each metric has a minimum data requirement to detect changes reliably.

3. Who can view customized insights?

All users with access to the selected agent groups can view them. Only Managers can edit.

4. How many customized insights can I create?

Up to 35 per account. Delete or consolidate older ones to free capacity.

5. Can I target more than two groups?

No. Use another customized metric for additional groups.

6. Do filters use AND or OR logic?

Filters are combined using AND logic; each filter narrows the data slice.

Troubleshooting

Solutions to common issues when creating or viewing customized insights.


Issue	What to do
No insights appearing	Wait for the next scheduled run. Loosen filters to increase eligible data. Verify selected groups actually receive tickets matching your filters.
Quota or selection limits reached	Error messages like “Max customized metrics reached (35)” indicate limits. Delete or consolidate older metrics; keep groups ≤ 2; filters ≤ 2.
Permission errors	Ensure you have the Manage Ticket Reports permission. Viewers cannot modify metrics.
Unexpected visibility	Insights follow agent group access. Anyone with access to a group sees its insights.