---
title: Detailed view of L1 IT Service Desk AI Specialist performance
description: The detailed view helps you identify which services or categories need the most attention by showing how the AI specialist resolves incidents, why incidents get reassigned, and how many exchanges are needed for each service or category.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/perf-detailed-view-l1-sd-ai-spec.html
release: australia
topic_type: concept
last_updated: "2026-09-02"
reading_time_minutes: 1
keywords: [L1 Service Desk AI Specialist, performance analytics, detailed view, incident outcomes]
breadcrumb: [View the performance, Use, L1 IT Service Desk AI Specialist, IT Service Management]
---

# Detailed view of L1 IT Service Desk AI Specialist performance

The detailed view helps you identify which services or categories need the most attention by showing how the AI specialist resolves incidents, why incidents get reassigned, and how many exchanges are needed for each service or category.

## AI-handled incidents by service

The AI-handled incidents by service view shows percentages for how incidents handled by the AI specialist ended up \(resolved, in progress, reassigned, or reopened\), broken down by service. This view includes the following metrics:

-   Incident outcomes by service: Shows the total number of incidents handled by the AI specialist in each service. Expand a service to see outcomes.
-   Reassignment reasons for unresolved incidents by service: Shows why unresolved incidents were reassigned \(low confidence, failed execution, or time-out\) for each service.
-   Average exchanges for resolved incidents by service: Shows how many back-and-forth exchanges the AI specialist needed to resolve incidents in each service.

## Proposed solution similarity by service

The average proposed solution similarity by service shows the average AI judge score comparing proposed solutions and final resolutions for each service. This metric helps you understand how closely the AI specialist's proposed solutions align with the actual resolutions.