Interventions and results - Documentación de Flexxible

In Flexxible Solve, the information generated while handling a case lets you continue it with context. To interpret it, it helps to distinguish what an intervention is, what state each action is in, and what result was obtained.

Solve summary with the ticket funnel by stage

The funnel shows how many tickets reach each stage and what percentage moves on to the next, from when they are received until they are resolved.

From triage to resolution

Concept	What it is	In the Solve trial
Triage	Ticket classification, which determines how it’s handled.	Doesn’t consume interventions.
Diagnosis	Investigation of the issue with the available context.	An intervention type.
Self-remediation	Autonomous action to repair the issue, within the action limits.	An intervention type.
Teammate	Help from Assist Teammate to the engineer during a remote assistance session.	An intervention type.
Resolution	The result: the issue that started the case is resolved.	A result, not an intervention type.
Consumption	Use of Solve’s capabilities.	Measured in interventions.

Action states and result

When reviewing a case, interpret what happened using these concepts:

Situation	What it means
Proposed action	An action has been identified but hasn’t been carried out yet. It can be recorded in the ticket for someone else to assess.
Attempted action	An attempt was made to carry out the action. An attempt may not complete.
Performed action	The action has been completed. Performing it doesn’t guarantee that the issue is resolved.
Resolved issue	The problem that started the case is resolved.

Classification, eligibility, authorization, and result

An issue belonging to a category doesn’t mean it will be repaired. Classification, technical eligibility, authorization of an action, and its result are separate matters. See What it means for an issue to belong to a category and Control and governance.

Interventions in the trial

The Solve trial includes 100 interventions, and your organization chooses 10 categories from the catalog:

Diagnosis, self-remediation, and Teammate are intervention types.
Triage doesn’t consume those 100 interventions.
100 interventions aren’t the same as 100 resolved issues: the result of each intervention depends on the case.

See Run a first Solve trial.

Average reference time

Flexxible reports an average time of 7 minutes for autonomous support. It’s a reference average: it’s not an SLA or the time each case will take.

Information to continue the case

The information generated while handling the case lets you continue it with context:

Assist Chatbot creates and enriches the ticket with the conversation, the diagnosis, the evidence, and the remediation attempted, performed, or proposed.
The ITSM integration, if connected, enriches tickets with the work performed and updates their status.
Assist Teammate generates a report when the assistance ends if it was used in Observe or Guide mode. See Assistance report.

With that information, the Service Desk engineer who continues the case starts from what has already been done. See Review an intervention and continue the case.

​From triage to resolution

​Action states and result

​Classification, eligibility, authorization, and result

​Interventions in the trial

​Average reference time

​Information to continue the case