Insights

Insights provide real-time, actionable suggestions to incident commanders and resolution teams to help them mitigate and resolve incidents faster, as well as provide additional context during post-incident review. Based on AI-driven algorithms, insights offer suggestions to add resolvers engaged in similar and linked incidents and impacted service owners that haven't engaged with the incident. Insights also suggest related incidents that you can link to your current incident.

Insights are shared with all users who have permission to manage the incident, so any actions you take on an insight applies globally to your xMatters instance. Learn more

Insights are available in Base and Advanced plans.

Insights panel

You can access insights from the Insights panel while you're on the Incident Console and Post-Incident Report. To open the Insights panel, click on the Insights button located at the top right of the respective pages.

As you manage your incident, AI-driven algorithms update the Insights panel with new insights. Check the Insights panel throughout your incident resolution process for new and updated recommendations—the Insights button at the top of the page will have a red dot indicating the number of new insights.

Insight cards

While resolution teams are working to resolve the incident, the Insights panel continuously offers suggestions in the form of insight cards. Each card includes the following components:

  1. The insight suggestion type
  2. The reason for the insight suggestion
  3. Buttons to select the suggested action or dismiss the insight
  4. Thumbs up and down buttons to rate the insight's helpfulness

Insight suggestion types

Insight suggestions offer recommendations that allow incident commanders to enact immediate actions that help resolve incidents in real-time. These actions are based on data taken from incident links and algorithms that compare incidents by their shared characteristics.

There are two types of insight suggestions:

Rate helpfulness of insights

New insights are sorted using multiple algorithms so suggestions that are most helpful to an incident commander are at the top of the list. You can rate insights as helpful or unhelpful by pressing the thumbs up and thumbs down buttons on the insight cards. You can change your rating at any time by pressing the opposite thumb button, or pressing the same one to remove your rating.

Your ratings help decide which insights are prioritized on the Insight panel and improve insight relevance over time by providing more data to xMatters machine-learning tools.

Manage insights permissions

User permissions

In order to view and manage insights for an incident, users must have permission to manage that incident.

Insights are shared with all users who have permission to manage the incident, so any actions you take on an insight applies globally to your xMatters instance. This means that all users viewing the Insights panel for an incident see the exact same content. If you move a new insight to the Actioned or Dismissed sections, other users will see it. They will be able to select the suggested action on an insight that you moved to the Dismissed section, and they will also be able to change your insight ratings.

xMatters plan availability for insights

Insights are available in Base and Advanced plans.