The Glean in support applications insights report provides insight into how much your organization is using Glean in Zendesk, Glean in ServiceNow, and Glean in Service Cloud. A teammate is considered an active user of an embedded integration when they take one or more of the following information-seeking or feedback actions:
  • Expand the Summary or Suggested Next Steps by clicking “See more”
  • Click on the Summary tab
  • Click on Resources tab, Related Tickets or Knowledge Articles subtabs
  • Click on the Agents tab
  • Clicking see more under Summary or Next Steps
  • Opening a document from Next Steps
  • Upvoting or downvoting Summary or Next Steps
  • Generating a response in the composer (Draft a response with Glean)
  • Conducting a search
  • Opening a document from search or autocomplete
We calculate usage on a weekly and monthly basis:
  • Weekly active teammates are integration users who have completed one or more of the above actions over the most recent seven-day period.
  • Monthly active teammates are integration users who have completed one or more of the above actions over the past 28 days.
We will be adding more fine-grained metrics and insights to this dashboard in the future.
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