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.

The Insights panel has three categories: New, Actioned, and Dismissed.

Category Description
New New insights are placed in this section. Insight cards remain under ‘New’ until you select the suggested action or dismiss it.
Actioned

If you select the suggested action on an insight card, it moves to the ‘Actioned’ section. The user who selected the action and the time they selected it are noted on the incident card.

 

If an incident has been resolved or rejected, the action buttons are disabled.
Dismissed If you decide that an insight isn’t relevant to your incident, move it to the ‘Dismissed’ section by clicking ‘Dismiss’ on the insight card. If you dismiss an insight, you can still select the suggested action—upon selecting the action, the insight card will move to the 'Actioned' section.

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:

Insights can suggest adding resolvers to engage in the incident for the following reasons:

  • The suggested resolver is engaged in one or more incidents linked to the current incident.
  • The suggested resolver is the owner of one or more services that have been impacted by the incident.
  • The suggested resolver is engaged in one or more incidents that algorithms have determined as similar to the current incident.

Suggested resolvers on the Incident Console

Suggested resolvers can be viewed directly from the Resolvers section on the Incident Console. Click 'Add Resolvers', then select 'Notify to Engage'. In the 'Add Resolvers' modal, there will be a new Suggested Resolvers section that contains the same content as the suggestions on the Insights panel.

For more information on adding resolvers, see Engage resolvers.

Insights can provide recommendations to link to other active and historical incidents. AI-driven algorithms determine the similarity between incidents through their shared services, common resolvers, matching names and descriptions, and other relevant connections.

For more information on linking related incidents together, see Incident links.

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.