<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How can AI be used to Analyse Business Performance</strong></p><p><strong>- Overview of the Process</strong></p><p><strong>- Customise this process</strong></p><p><br></p><p><br></p><p>This functionality is only available out-of-the-box to customers using HaloPSA, if you are using another Halo product and would like to use this functionality please contact our support team. </p><p><br></p><p><strong><span style="font-size: 14pt;">How can AI be used to Analyse Business Performance</span></strong></p><p>AI can be used in Halo to analyse your business performance by generating a report using data rom your Halo instance and analysing this data. This data and analysis will be printed on a PDF and attached to a ticket, for agents to view. This process is completed simply by logging a ticket. </p><p><br></p><p>This is a quick and easy way of getting real time updates on business performance. Saving you time when preparing quarterly reviews/reports, rather than having to generate and analyse your business data yourself, Halo and AI will do this for you, and even upload this to a handy PDF.</p><p><br></p><p>This functionality can be applied to analyse a wide range of reports in your Halo instance, not limited to just business performance. It can also be used to assess other key areas, such as customer relationships and agent performance.</p><p><br></p><p><strong>Pre-requisites:</strong></p><ul><li style="font-weight: bold;"><strong>An AI connection must be configured (see our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2385/" id="isPasted" target="_blank" rel="noopener noreferrer">Connecting AI to Halo</a>)</strong></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Overview of the process</span></strong></p><p>Log a ticket with type 'Business review' > PDF will automatically be generated containing data from a chosen report along with an AI analysis of this report.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkMzNiM2E5LWRiYWYtNGZhYS1iMTM1LTYzZDMyZDc3ZDQ3OSJ9.ZAezJRPhgy6ZIHJ4QqJXUN5rWv35bUYBMBEXwy8dPek" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 496.984px;" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 1. PDF created containing report data with AI analysis </span></strong></p><p><br></p><p>This process can be customised in the following ways:</p><ul><li>How the PDF generation is triggered</li><li>Which report is run and analysed</li><li>How AI analyses the report (what information is returned)</li></ul><p><strong><span style="font-size: 14pt;">Customise this Process</span></strong></p><p><strong><span style="font-size: 12pt;">Customise how to run the business review analysis </span></strong></p><p>By default the ticket type 'Business Review' needs to be logged to run this process, but if you no longer have this ticket type in your instance or would like to use a different ticket type you can change the ticket type used to run this process. </p><p><br></p><p>To do this head to Configuration > Integrations > Custom Integrations > Integration Runbooks > select 'AI Report Analyzer runbook' > edit the runbook and scroll to the 'events' section. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0OWFkZDA5LTUzOTctNDZmMC1iMTM4LTViMWU5YzE2YjgzNCJ9.EhjSFGg-NlHugo_AfzL9IB4fuBL0aCjPhgPhd6KFzIg" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 543.513px;" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 2. Event to trigger runbook</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliMjQzMmE4LWMyMGItNGNiZi04ZWE1LTRiNjQ2Y2RkNTczZCJ9.qIggnhTbB_JXMkP9VO_oHv5Pt0UA0lCFX4dUPF01BVQ" class="fr-fic fr-fil fr-dib" width="521" style="width: 523px; height: 427.389px;" height="427"></p><p><strong><span style="font-size: 10pt;">Fig 3. Event to trigger runbook, expanded</span></strong></p><p><br></p><p>Here, you can set which event triggers this runbook, and therefore the creation of the PDF/AI analysis. In the figure 1 and 2 example we can see this is currently set to be triggered when a new ticket with the type 'Business review' is logged. </p><p><br></p><p>To change the type of ticket that needs to be logged to trigger this process edit the conditions and change the ticket type to the desired ticket type. </p><p><br></p><p>To change the event that needs to occur to trigger this process delete the current event, add a new one, choosing which event you would like to trigger this process. </p><p><br></p><p>For example, if you would like this to be triggered with the use of an action choose the event 'Action added by agent' then choose which action will trigger this when used. You can have additional criteria here too, such as ticket type, so this process will only run when using the chosen action on a particular ticket type. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjNDExZmEyLWU3MTktNDk1MC04M2U4LWQ4ODYyMDdmYmUxYyJ9.puKxxv-QYkFEWpnMt5DoOEOHquJ68pa5REDsJDqwJeE" class="fr-fic fr-fil fr-dib" width="531" style="width: 533px; height: 471.822px;" height="472"></p><p><strong><span style="font-size: 10pt;">Fig 4. Action added event to trigger runbook </span></strong></p><p><br></p><p>If you have changed the event this runbook/process is trigged by so that this process is no longer limited to the 'Business review' ticket type you will need to check the PDF print template the ticket that this process is running on is using. For the report data and AI analysis to be generated on a PDF successfully the ticket must be using the PDF template 'Profitability Analysis'. The default PDF template a ticket uses can be set against the ticket type under Configuration > Ticket Types > select ticket type > Settings > Default PDF Template for Tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MDU1NDJlLTNmOTQtNDg1NS04MDQwLWM4OGMzMWE2N2FhNyJ9.bwQpIoogbSy2IHlyIzsia6azqBmE-OcZOC6DglvXqtM" class="fr-fic fr-fil fr-dib" width="528" style="width: 530px; height: 338.444px;" height="338"></p><p><strong><span style="font-size: 10pt;">Fig 5. Default PDF template used when printing ticket</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Customise which Report is Run and Analysed</span></strong></p><p>By default the report titled '*Gross Profitability' will be analysed. However, you can set any report in your Halo instance to be analysed, useful if you have a custom report highlighting business metrics in your instance, or if you would like to analyse business areas other than profitability. </p><p><br></p><p>To do this first create a new action in your instance with the following configuration:</p><ul><li>System use = Generate Report</li><li>Run Report = Here choose the report you would like to be analysed</li><li>Is a Quick action = Yes</li><li>Hide from user = Yes </li></ul><p>Once you have saved this action note what the ID of the action is, this will be visible in the URL of the page.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4YzBlOTc1LTY0OTUtNDNkOS1hMDNiLTY4NDE2ZWUyMTc5MSJ9.Tb5oHE6FBCCerxx7RIQophN_S2ZSIzsn1-RH831FjVU" class="fr-fic fr-fil fr-dib" width="891" style="width: 893px; height: 434.774px;" height="435"></p><p><strong><span style="font-size: 10pt;">Fig 6. Obtain Action ID</span></strong></p><p><br></p><p>Now we need to tell the runbook to execute this action rather than the default action. Head to Configuration > Integrations > Custom Integrations > Integration Runbooks > select 'AI Report Analyzer runbook' > Flow Chart > edit the start step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5ZmFkMWU0LTdlNTEtNDkwZi1iZDRlLWY5YTU4YTJkZWMwMCJ9.a5hQwNQ_J9x1MMR0bZFooaUOuFk6Y0PwanES9PekrO8" class="fr-fic fr-fil fr-dib" width="1140" style="width: 1142px; height: 606.584px;" height="607"></p><p><strong><span style="font-size: 10pt;">Fig 7. Edit start step of runbook</span></strong></p><p><br></p><p>From here change the JSON Body in this step so that ' outcome_id":' contains the ID of the action you just created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5YTJmOGJhLTk4YzMtNDNkNS05MzllLWFhMGQzNWIyZjIyOSJ9._jMitzI-7gCFvgf6N25AmEP5u7b66KYlsvQbYdsD504" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 573.912px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 8. Change Outcome_id to on step match the action ID you just created </span></strong></p><p><br></p><p>Save this step and save the whole runbook. </p><p><br></p><p>If the report you would like to be analysed greatly differs from the original report (profitability analysis), you will also need to adjust the prompt given to the AI model on how to analyse the report data. See the section on 'customise how AI analyses the report' later in this guide for information on how to do this. </p><p><br></p><p>Now you will need to add this report variable to the ticket PDF template to ensure data from this report is included on the ticket PDF.</p><p><br></p><p>Head to Configuration > Reporting > PDF templates > select 'Profitability Analysis' template. Here add the report that you would like to be analysed in the 'Reports' table, this will provide you with a variable for the report. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmYzFhYzA4LTg3MGQtNGI5NS1hOGQzLWU0YTBlYmVhYmJlNiJ9.4G7MgJnJBtG1lxDTQx-dUoxprizcHJJb7sbU75_tn1k" class="fr-fic fr-fil fr-dib" width="1118" style="width: 1120px; height: 635.088px;" height="635"></p><p><strong><span style="font-size: 10pt;">Fig 9. Add available reports to template</span></strong></p><p><br></p><p>Once you have the report variable copy this and add this to the html for the template. If you are replacing the report that is currently being analysed with this one, you can find the old report variable in the html and and replace it with the new one. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0OGE1Y2QzLTJjZjYtNGYyMi1hZmRjLWQ2YjJhNGEyMmRkOCJ9.F_kZflagJWK-eNchHAyEdrNeDxFX7-wj1cy-2H333YY" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 520.179px;" height="520"></p><p><strong><span style="font-size: 10pt;">Fig 10. Report variable in template html</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customise how AI Analyses Report Data</span></strong></p><p>A prompt for the AI is contained within the runbook for this process, you can amend/customise this prompt to change how the AI model analyses the data. The prompt will need to be adjusted if you have changed which report is being analysed. </p><p><br></p><p>To edit the prompt head to C<span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted">onfiguration > Integrations > Custom Integrations > Integration Runbooks > select 'AI Report Analyzer runbook' > Flow chart > edit step 'Analyse Reported Figures' > Edit method > Body Tab, here you will see the prompt given to the AI model, this can be edited to change how AI analyses the data. Be sure to only edit the text the text that is highlighted within figure 20, additional text can be added but do not remove un-highlighted sections of the prompt. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4OTc1N2E3LTc4NzctNGVlNy1hNmQ2LWY4NjRhNDRiMDJlZiJ9._gT6nVL7dhWkBzSI5V9OABFtyRMOIWDBMZ6RbhFfCaQ" class="fr-fic fr-fil fr-dib" width="1205" style="width: 1207px; height: 529.252px;" height="529"></p><p><strong><span style="font-size: 10pt;">Fig 11. Prompt given to AI model</span></strong></p><p><br></p><p><em>Default Prompt: </em></p><p><em>"Data will be provided to you in the form of a JSON array. Each JSON object in the array defines a row of the report. <strong>The data in the report is relevant to data held by a Managed Service Provider. Analyse the data and provide suggestions on how the Managed Service Provider can improve their business</strong>. Please respond in HTML and not markdown, but use only <p>, <br>, <ul>, <ol> and <li> elements. Do not include <html>, <head>, <body> and <title>. <script> is also not allowed and messages with script tags in will be blocked. Please remember to use either <ul> or <ol> tags when listing things, and break long bits of text up into separate paragraphs. Please be concise with answers, using 200 words maximum in your response.<strong> Your response should be phrased in such a way as if you are talking directly to the Managed Service </strong><strong>Provider</strong>"</em></p><p><br></p><p>You could adjust the prompt in the following ways:</p><p><br></p><p>- Ask specific elements or metrics of the report to be highlighted in the analyses</p><p>- Specify what the analysis will be used for e.g. quarterly business performance review</p><p>- Provide the AI model with more context surrounding the report for more accurate analysis</p>
