Ask Clessie Management Interface - User Help Guide

Ask Clessie Management Interface - User Help Guide

Ask Clessie Management Interface Overview

The Ask Clessie Management Interface is an application used to configure and manage Ask Clessie. It is primarily accessed by business stakeholders (Chatbot Managers) who are responsible for creating and maintaining trigger rules.

Trigger rules are predefined criteria that determine when Ask Clessie should intervene and provide guidance to a technician while they are working on a work order.

The Management Interface consists of the following sections:

1. Sessions Dashboard

Displays summarized data for all chatbot sessions, including technician interactions and intervention details.

2. Trigger Rules

Provides a list of all configured trigger rules. Chatbot Managers can create, update, and manage the rules that control Ask Clessie’s interventions.

3. ESN Lists

Used to create and manage ESN (Engine Serial Number) lists that may be referenced within trigger rules.

4. User Feedback

Displays summarized data of feedback submitted by users regarding Ask Clessie interventions.

Use Cases

Ask Clessie supports multiple business teams across Cummins, each serving different purposes and handling different types of work orders. These are organized as separate Use Cases.
Each use case has its own:
  1. Sessions Dashboard
  2. Trigger Rules page
  3. ESN Lists page

  4. User Feedback page

All use cases operate independently from one another. A Chatbot Manager can access a specific use case only if access has been granted for that use case.

Infant Care

Infant Care applies to newly launched Cummins engines that are less than six months old. The Rapid Awareness Team (RAT) monitors these engines.

When such an engine arrives at a service location, and the work order context matches predefined trigger criteria, Ask Clessie automatically intervenes and presents relevant guidance to the technician.

High-Risk TNF

Engines identified as high risk for TNF (Technical No Fault Found) are monitored by the Diagnostic Intervention Team (DIT).

When Ask Clessie identifies a high-risk engine based on configured criteria, it intervenes and provides relevant recommendations to the technician.

In addition, the Diagnostic Intervention Team may proactively reach out to the technician to gather further information, if required.

RLS

RLS stands for Repair Logistic Support. This team supports On-Highway customers, particularly large fleet operators.

RLS ensures that the necessary parts and technicians are available to complete repairs efficiently and minimize downtime for fleet customers.

CSSNA

CCSNA stands for Cummins Sales and Services North America. It is the name of the Cummins North America distribution channel.

Sessions Dashboard

Sessions Dashboard shows the summarized data for all the chatbot sessions that occurred for a particular selected period. To see the summarized chatbot sessions data, please follow below steps:-
    1.     Open Ask Clessie Management Interface application using link https://spa.cummins.com/Thingworx/Mashups/CB_TriggerStorage_MU

         2.     Select ‘Date Range’. 

           

   Instead of Date range filter, the user can also use quick filters ‘Today’, ‘Current Month’, ‘Last Month’, ‘Last Quarter’, ‘Last 12 Months’ or 'All Time' to filter the Chatbot sessions data.

   To use quick filters, Open Ask Clessie Management Interface application ->Select Date Quick Filter


The users can also hide the charts as required. To hide the charts, click on Hide Charts button. To show the charts again, click on the Show Charts button.

You can save your preferred filter selections, including Use Case and Date Range/Date Quick Filter, by clicking the Save View button.

To apply a previously saved filter configuration, click the Load View button and select the desired view.

Geographical Distribution

The bar chart shows the number of Chatbot sessions occurred for every sub-region in North America and Canada region. This includes 4 sub regions – Canada, Western US, Northern US and Southern US.

Average days to Close by Rule

The bar chart displays the average number of days required to close a session. Each bar represents a different trigger rule. The bars are arranged in descending order by the number of days, meaning the leftmost bar indicates the rule with the highest average days to close sessions, while the rightmost bar indicates the rule with the lowest average days.                            

Sessions vs Fault Code

The bar chart displays the number of sessions associated with each fault code. The bars are arranged in descending order based on the number of sessions per fault code. Note that a single session may include multiple fault codes. The chart highlights the top 10 unique fault codes that generated the highest number of chatbot sessions.

Rule Session Count and Status

The stacked bar chart displays the number of sessions associated with each rule and their corresponding status. Each bar represents a specific rule and the total number of sessions linked to it. The different colored segments within each bar indicate the various statuses of those sessions.

Sessions Opened Per Week

The line chart shows the number of sessions opened in a specific week of the year.

Sessions With Attachments

The bar chart shows the number of sessions without attachments and the number of sessions with more than one attachment.

Session Chart

The pie chart illustrates the number of chatbot sessions in each state, categorized by status: Not started, In progress, Paused, Completed, and CLOSED_BUT_INCOMPLETE.

Not Started - Ask Clessie intervened, but the technician hasn't responded.
In Progress - Technician is responding to interventions.
Paused - Session is temporarily halted.
Completed - Technician completed all interventions.
CLOSED_BUT_INCOMPLETE - Technician completed the work order before responding to all interventions.

Chatbot Sessions List

The list shows all the Chatbot sessions that occurred for the selected user-defined period or Date Quick Filter. The Chatbot Sessions List include the following columns:-
  1. Session ID - Signifies a unique identifier for every session created in the Ask Clessie Management Interface.
  2. ESN -  Signifies the Engine Serial Number of the Asset.
  3. SMN - Signifies Service Model Name of the Asset.
  4. Work Order - Signifies a unique identifier for every work order created in Guidanz Evolution.
  5. Additional Sessions - Signifies the count of additional chat sessions associated with the same work order as this session.
  6. Fault Codes - Signifies the Fault Code involved in the Chatbot session.
  7. Priority Fault Codes - Signifies the priority Fault Code.
  8. Non-Priority Fault Codes - Signifies the non-priority Fault Code.
  9. Make - Signifies Make of the Asset.
  10. Model - Signifies Model of the Asset.
  11. Mileage - Signifies Mileage of the Asset captured while creating/ repairing the work order.
  12. Symptoms - Signifies the Symptom involved in the Chatbot session.
  13. Rule - Signifies the title of the trigger rule due to which this chatbot session occurred.
  14. Owners - Signifies the owner of the trigger rule due to which this chatbot session occurred.
  15. Tags - Signifies tags involved in the trigger rule that triggered the chatbot session.
  16. Created On - Signifies the date and time when the chatbot session was created.
  17. Completed On - signifies the date and time when all the interventions and thus the chatbot session were completed.
  18. State - Signifies the state of the Chatbot session. The Status can be ‘Not Started’, ‘In Progress’, ‘Paused’, ‘Completed’ or ‘CLOSED_BUT_INCOMPLETE’.
  19. Assignee - Signifies the end user (Technician/ Advanced user) who was assigned for the particular work order.
  20. Trigger Rule ID - Signifies a unique identifier associated with every Trigger Rule created in the Ask Clessie Management Interface.
  21. Region - Signifies the region where the Service Provider associated with the work order belongs.
  22. Source - Signifies the source of the work order i.e., Guidanz.
  23. Use Case - Signifies the use case in which the session was created.
  24. Attachment Count - Signifies the number of attachments associated with the session.
  25. Chats - Signifies the number of chats associated with the session.
  26. Service Order Type - Signifies the type of service order. It can be either a Dealer or Distributor.
  27. Actions - This includes the ‘View’ button. By clicking on this button, the Chatbot session will open.

Search and sort features are available for most columns.

Searching

  • You can filter data using Inclusion (EQUAL) or Exclusion (NOT EQUAL). EQUAL is selected by default.
    • To search by inclusion: select EQUAL, open the column dropdown, and choose one or more values.
    • To search by exclusion: select NOT EQUAL, open the column dropdown, and choose one or more values to exclude.
To remove a filter from a column, click the X icon on that column.

Sorting

  • Columns can be sorted in ascending or descending order.
  • Click the bidirectional sort icon next to a column header to apply sorting.

Column Selection

  • To choose which columns are displayed, click the three-dot menu on the right and select the desired columns.

Exporting Data

  • To export sessions from the Session Dashboard, click the three-dot menu, select Export, and choose a format:
    • CSV
    • JSON
    • XLSX
  • If the data contains rows less than or equal to 20,000 rows, the file will be downloaded directly to your system (download folder).
  • If the data contains more than 20,000 rows, the file won't be downloaded directly to your system. In such cases, to download the file, please follow the steps below: -
    • Click on the user dropdown at the right-hand corner and select Export History. It will open a new window called Data Export History.
    • Click on the Download File link corresponding to your download. It will download the file to your system. 

Reset Options

  • To reset selected columns, filters, and sorting, click the three-dot menu and choose Reset.

Trigger Management

Chatbot Managers can create triggers for Chatbot. Chatbot will analyze the context inside Guidanz Evolution and whenever the context of a work order matches with a predefined trigger in Ask Clessie Management Interface application, the Chatbot intervenes and starts a Chatbot session.

       1.    Open Ask Clessie Management Interface application using link https://spa.cummins.com/Thingworx/Mashups/CB_TriggerStorage_MU   

       2.    Go to the tab Trigger Rules and select ‘Date Range’.

Instead of Date range filter, the user can also use quick filters ‘Today’, ‘Current Month’, ‘Last Month’, ‘Last Quarter’, ‘Last 12 Months’ or ‘All Time’ to filter the Chatbot sessions data.

To use quick filters, Open Ask Clessie Management Interface application ->Select Date Quick Filter

The users can also hide the charts as required. To hide the charts, click on Hide Charts button. To show the charts again, click on the Show Charts button.


 Count of Rule Owners

This shows the total number of distinct trigger rule owners under a particular use case.

Count of Rules by Status

The stacked bar chart displays the total number of rules by their status. It shows two status for the Trigger rules – Active and Inactive.

Rules by Owner

The bar chart shows the total number of rules created by each owner.

Trigger Count per Month

The line chart shows the number of triggers created every month.

Trigger Rules List

The list shows all the trigger rules that occurred for the selected user-defined period/ Date Quick Filter. The Trigger Rules List includes the following columns:
  1. Title - Signifies the title of the trigger rule.
  2. Description -Signifies a brief description of the trigger rule.
  3. Status - Signifies the status of the trigger rule. It can be either Active, Inactive, or Testing.

  4. Created By - Signifies the WWID of the person who created the trigger rule.
  5. Created On – Signifies the date and timestamp when the rule was created.
  6. Updated By - Signifies the WWID of the person who updated the trigger rule.
  7. Updated On - Signifies the date and timestamp when the rule was last updated.
  8. Expires On - Signifies the date when the trigger rule is set to expire.
  9.  Severity - Signifies the Severity of the trigger rule. It can be either Info, Warning, Critical, or Notify Only.
  10. Use Case - Signifies the use case for which the trigger rule was created.
  11. Service Order Type - Signifies the type of Service Order for which this rule is applicable. It can be either Dealer, Distributor or both.
  12. Actions - This includes a pencil button, a copy button, and a delete button. 
    1. By clicking the pencil button,  the trigger rule will open in edit mode.
    2. By clicking the copy button, it allows you to create a copy of the same trigger rule.
    3. By clicking the delete button, you can delete a trigger rule.
Search and sort features are available for most columns.

Searching

  • You can filter data using Inclusion (EQUAL) or Exclusion (NOT EQUAL). EQUAL is selected by default.
    • To search by inclusion: select EQUAL, open the column dropdown, and choose one or more values.
    • To search by exclusion: select NOT EQUAL, open the column dropdown, and choose one or more values to exclude.
To remove a filter from a column, click the X icon on that column.

Sorting

  • Columns can be sorted in ascending or descending order.
  • Click the bidirectional sort icon next to a column header to apply sorting.

Column Selection

  • To choose which columns are displayed, click the three-dot menu on the right and select the desired columns.

Exporting Data

  • To export sessions from the Session Dashboard, click the three-dot menu, select Export, and choose a format:
    • CSV
    • JSON
    • XLSX

Reset Options

  • To reset selected columns, filters, and sorting, click the three-dot menu and choose Reset.

Create Trigger

  To create a new trigger, please follow the steps below:-

            1.     Select tab Trigger Rules.

            2.     Click on the + Add rule button.

This will open a new window Trigger rule metadata to create trigger header.

            3.     Fill all the required details and click on the Save button

           This will create a header for the new trigger and will be shown as an additional row.

            4.     To add interventions, click on the Edit button under Action column.


      It will open the trigger.

         5.     Click on Add button. It will open the dropdown where you can select the type of intervention you want to add.

   

           6.     After selecting the type of intervention, it will open another window for that intervention type.

          7.     Fill all the details required to add the intervention, select the intervention mode and then click on Add button.

        
           8.     Add all the required interventions and then click on Save button at the very top of the screen.
         

  Show Text Intervention

   To add Show Text Intervention, please follow below steps:-

          1.     Click on the Edit button besides the trigger for which you want to add the Show Text Intervention.

          

   It will open the Trigger window.

          2.     Click on Add button and then select the Show Text.

         

   It will open a new window for Show Text intervention.

   3.     Add all the require details and then click on Save button.
   

         Please note that the technician will only see the message written in the Message box. Intervention title will be shown in the trigger rule to the Chatbot Managers only.

  Free Text Intervention

   To add Free Text Intervention, please follow below steps:-

          1.     Click on the Edit button beside the trigger for which you want to add the Free Text Intervention.

   

   It will open the Trigger window.

         2.     Click on Add button and then select the Free Text.

          
          It will open a new window for Free Text intervention.

         3.     Add all the require details and then click on Save button.

   

          Please note that the technician will only see the message written in the Instruction box. Intervention title will be shown in the trigger rule to the Chatbot Managers only.

   Multiple Choice Intervention

   To add Multiple Choice Intervention, please follow below steps:-

         1.     Click on the Edit button besides the trigger for which you want to add the Multiple Choice Intervention.

         

      It will open the Trigger window.

         2.     Click on Add button and then select the Multiple Choice.

          

   It will open a new window for Multiple Choice intervention.

         3.     Fill Intervention Title and Instruction.

         4.     To add options, Click on + Option button and add all the options.

         5.     Select the intervention type and then Click on Save button.

   

           Please note that the technician will only see the message written in the Instruction box. Intervention title will be shown in the trigger rule to the Chatbot Managers only.

   Notify Owner Intervention

    To add Notify Owner Intervention, please follow below steps:-

          1.     Click on the Edit button beside the trigger for which you want to add the Notify Owner Intervention.   

          

   It will open the Trigger window.

         2.     Click on Add button and then select the Notify Owner.


          

   It will open a new window for Notify Owner intervention.

          3.     Add Intervention title and then click on Save button.


       

           This intervention will notify the owner through an email.

                a.     If you don’t want to pause the session, don’t click on the check mark Stop for confirmation from owner as shown in above image.

          b.     To pause the Chatbot session along with the notification, click on the check mark Stop for confirmation from owner as shown in the below image.
           
      Please note that the technician won’t see any message for Notify owner intervention. Also, Intervention title will be shown in the trigger rule to the Chatbot Managers only.

   Provide Attachment Intervention

   To add Provide Attachment Intervention, please follow below steps:-

          1.     Click on the Edit button beside the trigger for which you want to add the Provide Attachment Intervention.


       

    It will open the Trigger window.  

          2.     Click on Add button and then select the Provide Attachments.

     

           It will open a new window for Provide Attachment intervention.

          3.     Fill Intervention title and Instruction.

    

          4.     To add File type, click the drop down.

a.     For image attachments, select image.

b.     For video attachments, select video.

c.     For other attachments like .eif file, .csv or pdf files, select other.

           5.     Add number of attachments required.


       

            6.     Select the Intervention type and then click on Save button.

            

     Please note that the technician will only see the message written in the Instruction box. Intervention title will be shown in the trigger rule to the Chatbot Managers only.

 Jump To Intervention

    Jump To Intervention allows Chatbot Managers to include branching interventions while creating a trigger rule. It also allows to create nested branching   interventions if required. By using Jump To Intervention, you can create more complex but flexible trigger rules.

    To add Jump To Intervention, please follow the below steps: -

          1.     Click on the Edit button beside the trigger rule which you want to edit and add the Jump To Intervention.      

              

       It will open the Trigger.

            2.     Click on the Add button and then select Jump To.        

                   

           It will open a new window for Jump To intervention.

            3.     Fill Intervention title and then add rules for branching. While adding rules, you will be able to see all the other interventions you have created earlier under the same trigger.

     

           You also need to add the Jump to command where you expect Ask Clessie to jump when the above rule satisfies (Condition is TRUE). Additionally you also need to add the Jump to command where you expect Ask Clessie to jump when the above rule doesn’t satisfy (Condition is FALSE).

            

a.     If you just want Ask Clessie to complete the session if the rule doesn’t satisfy (Condition is FALSE), Use keyword COMPLETE (as Shown in the above image) 

                  4.     Click on the Save button.

                   

    Reordering of the Interventions

     You can change the order of the interventions in a particular trigger using drag and drop method. To reorder different interventions in a particular trigger, please follow below steps:-

             1.     Select the intervention which you want to reorder at the left.

              2.     Drag the intervention.

              3.     Drop the intervention wherever you want to place it.

        Ask Clessie Management Interface support 3 Intervention modes: - Message, Detour and Roadblock

  Message

  When the Chatbot intervenes a Guidanz user with the intervention mode ‘Message’, the Guidanz user gets alert message on the top of the Guidanz Evolution screen which remain there for 2-3 seconds. The alert count also goes up and the user can see those alert messages by clicking on the chatbot icon and the Guidanz Evolution remains accessible.

          

 Detour

  When the Chatbot intervenes a Guidanz user with the intervention mode ‘Detour’, the Guidanz user gets the chatbot pop-up. The Chatbot opens up if it is minimized. The message pop-up has yellow border, and it will show the message to the user. The Guidanz Evolution remains accessible. Here, the user is advised to respond to the shown message or instruction and perform the required tasks.                     

 Roadblock

When the Chatbot intervenes a Guidanz user with the intervention mode ‘Roadblock’, the Guidanz user gets the chatbot pop-up. The Chatbot opens up if it is minimized. The message pop-up has red border, and it will show the message to the user. Guidanz Evolution gets blocked. It is advisable for the user to respond to the shown message or instruction and perform the required tasks. Options will also be provided to the user if he wants to skip the task.

   Edit Trigger

     To edit an already created trigger, please follow below steps:-

                1.     Select tab Trigger Rules.

                2.     Select the trigger which you want to edit.

                3.     Click on the Edit button.

              

                    This will open the trigger.

                   4.     To edit the Header,

a.     Click on the edit button next to the Active label.

This will open a new window to edit the Header.

b.     Make all the necessary changes required and then click on the Save button.

          

               5.     Make the required changes in the interventions and then click on the Save button at the top of the screen. 

     

      Delete Trigger

       To delete a trigger, please follow below steps:-

              1.     Select tab Trigger Rules.

             2.     Select the trigger which you want to delete.

             3.     Click on the Delete button.

             4.     It will ask for your confirmation if you really want to delete the trigger.

            5.     Click on Delete button.

               

Similarity Report

The Ask Clessie Management Interface performs an automated similarity check to determine whether a newly created or updated trigger rule matches any other active rule across all use cases.

This feature helps Chatbot Managers avoid creating duplicate, identical, or highly similar rules.

When Does the Similarity Check Run?

The similarity check runs automatically in the background whenever a Chatbot Manager:

  • Creates a new trigger rule, or
  • Edits and saves an existing rule

After clicking on the Save button, the system evaluates the rule against all active rules across use cases and assigns a Similarity Score.

Similarity Score Classification

Each trigger rule is assigned a similarity score between 0 and 1.0. Based on this score, rules are categorized as follows:

  • 0 < Similarity Score ≤ 0.2 → Uncertain
  • 0.2 < Similarity Score ≤ 0.5 → Overlap
  • 0.5 < Similarity Score ≤ 0.7 → Superset
  • 0.7 < Similarity Score ≤ 0.9 → Subset
  • 0.9 < Similarity Score ≤ 1.0 → Identical

These categories help determine the level of similarity between rules and support informed decision-making before activating them.

Similarity Report Table

The Similarity Report Page displays a summary table of rules with a Similarity Score ≥ 0.7.

The table includes the following columns:

  • Rule 1 – The first rule identified in the similarity comparison
  • Rule 1 Status – The status of Rule 1 (Active or Inactive)
  • Rule 1 Use Case – The use case associated with Rule 1
  • Rule 2 – The second rule that matches with Rule 1
  • Rule 2 Status – The status of Rule 2 (Active or Inactive)
  • Rule 2 Use Case – The use case associated with Rule 2
  • Similarity – The similarity score between Rule 1 and Rule 2

This report enables Chatbot Managers to quickly identify and review highly similar rules to ensure rule consistency and prevent duplication.      

  Chatbot Session

    Edit a Chatbot Session

        Chatbot Managers can edit every Chatbot session as per their requirements and ask the Guidanz users for their response.

        To open a Chatbot session, click on the view button on the Sessions Dashboard.

      Claim Ownership

        If a Chatbot Manager is not owner of a particular trigger. Then he will not be owner of all the Chatbot sessions created by that particular trigger. But any Chatbot Manager can claim ownership for a Chatbot session, if required. To claim ownership for a Chatbot session, please follow below steps:-

              1.     Click on the view button to open a Chatbot session.

                

       This will open a new window for that Chatbot session.

             2.     Click on the Claim Ownership button at the top left of the screen.


        

         Now you are the owner of the Chatbot session and you are allowed to edit the Chatbot session.

       Restart Session

        If a Chatbot Manager is not satisfied with the technician’s answers and he want the technician to answer the interventions again. He can restart the session. It will keep saved all the older responses and will generate duplicate of all the earlier interventions with Upcoming Status so that the technician will receive the intervention through Chatbot and then they can add their responses again.

      To restart a session, please follow below steps:-

             1.     Click on the view button to open a Chatbot session.

                

        This will open a new window for that Chatbot session.

              2.     A Chatbot session which all the interventions have been completed and before restart session will look like this-

      

             3.     To restart session, click on the restart session button.

           

               4.     After restart session, every intervention will be duplicated with Upcoming intervention status. All the previous responses will also be stored.

          

         Resume Session

           The Chatbot session gets paused whenever the intervention ‘Notify Owner’ gets activated and the notification is sent to the owner(s) of that particular Chatbot session.

          Although, please note that the Chatbot session gets paused only if the Stop for confirmation from Owner is checked while adding the intervention.

         Once a Chatbot session gets paused to resume the session please follow below steps:-

                1.     Click on the view button to open a Chatbot session.

                    

            This will open a new window for that Chatbot session.

                  2.     Click on the Resume Session button.

           

               This will resume the session and the technician will receive the next upcoming intervention.

        Manually Change the Status

            A Chatbot Manager can also change the status of a Chatbot session manually. To change the status, please follow below steps:-

                  1.     Click on the View button to open the Chatbot session.

         

              It will open a new window for the Chatbot session.

                2.     Delete all the upcoming interventions by clicking on the Remove button.

               

               3.     Click on the Save button.

                

               4.     After clicking the save button, the status of the Chatbot session will automatically change to Completed.

                    

     Show Events

        The Show events button on the screen of Chatbot session can be used to see all the detailed events occurred for the Chatbot session.

         Without Show events (unchecked), the Chatbot session screen will only show the Completed Interventions and the Upcoming Interventions as shown in the below image.

           

      With Show events Checked), the Chatbot session screen will show all the events that occurred apart from Completed Interventions and the Upcoming Interventions like Ownership Changed event, Restart Session event, Intervention updated event etc.

        

     Add an Intervention

      To add an intervention, please follow below steps:-

             1.     Click on the view button to open a Chatbot session.     

         

              This will open a new window for that Chatbot session.

             2.     Click on Add button besides Upcoming Intervention and select the intervention type which you want to add.

      

               3.     Fill all the required information for the selected intervention and then click on Add button.

          

            This intervention will be added as the last intervention. 

                 4.     Click on Save button.

         

       Delete an Intervention

          To delete an upcoming intervention, please follow below steps:-

                 1.     Click on the view button to open a Chatbot session.

            
       This will open a new window for that Chatbot session.

              2.     Click on – button for the intervention which you want to delete.

        

              This will simply delete that intervention.  

        Add a Tag

         To create a new tag for a particular Chatbot session, please follow below steps:-

                 1.     Click on the dropdown. 

             
            It will open a search box where you can either search for an already created tag or type a new tag and then click on + button.

                2. The new tag will get added and then click on the Save button.

                  

      Export a Chatbot Session

         To export a Chatbot Session, please follow below steps:-

                1.     Click on the view button to open a Chatbot session.

              

         This will open a new window for that Chatbot session.

                2.     Click on the Export to PDF button.

                

          This will export the Chatbot session in the form of PDF.

      Share a Chatbot Session

            A Chatbot Manager can also share a read only link of a particular chatbot session to anyone else in Cummins network who has or has not access to Ask Clessie Management Interface. To share a read only link, please follow below steps:-

          1.     Click on the view button to open a Chatbot session.
           

            This will open a new window for that Chatbot session.

                  2.     Click on the Share as Read-only button.

             

                     The link will get copied to the clipboard, which you can share with anyone required.

User Feedback

The User Feedback page provides a consolidated view of all feedback requested from and submitted by Guidanz end users.

This page enables Chatbot Managers to review and analyze user responses to better understand:

  • The effectiveness of the trigger rules created
  • Whether the interventions are helpful to technicians
  • Any usability or functionality concerns related to Ask Clessie

The insights gathered from this page support continuous improvement of trigger configuration and overall chatbot performance.

The User Feedback page is not associated with any specific use case and provides feedback data across all use cases.

To see the summarized feedback data, please follow below steps:-

      1.    Open Ask Clessie Management Interface application using link https://spa.cummins.com/Thingworx/Mashups/CB_TriggerStorage_MU

      2.    Select ‘Date Range’.

Instead of Date range filter, the user can also use quick filters ‘Today’, ‘Current Month’, ‘Last Month’, ‘Last Quarter’, ‘Last 12 Months’ or ‘All Time’ to filter the feedback data.

To use quick filters, Open Ask Clessie Management Interface application ->Select Date
Quick Filter

The users can also hide the charts as required. To hide the charts, click on Hide Charts button. To show the charts again, click on the Show Charts button.

There are some more filters to analyze the feedback data – Feedback Requested, Feedback Submitted.

The users can also select between Bar Chart or Pie Chart as per their requirements.

Feedback Type per Week

This displays the number of feedback per type per week. Feedback types can be – Positive/ Negative/ Requested.

Positive – Positive feedback submitted

Negative – Negative feedback submitted

Requested – Feedback was requested but not submitted.

Negative Feedback Occurrences

This displays all the categories for the negative feedback and their number of occurrences.

Requested vs Submitted Feedback ratio

This displays the requested feedback entries compared to the submitted ones and the total count.

Feedback List

The list shows all the feedback that occurred for the selected user defined period/ Date Quick Filter. The Feedback List include following columns:-
  1. User – Signifies the user who submitted the feedback or to whom the feedback was requested.
  2. State – Signified the state of the feedback. It can be either Requested or Submitted.
  3. Type – Signifies the type of the submitted feedback. It can be either Positive or Negative.
  4. Category – Signifies different categories for negative feedback.
  5. Details – Signifies detailed comments added by the user while submitting negative feedback.
  6. Created On – Signifies date and time when the feedback was requested.
  7. Submitted On – Signifies date and time when the feedback was submitted.
  8. Link – Signifies the session linked with that particular feedback.

Searching

  1.      You can filter data by using search functionality on the columns.
  2.      To remove a filter from a column, click the X icon on that column.

Sorting

  • Columns can be sorted in ascending or descending order.
  • Click the bidirectional sort icon next to a column header to apply sorting.

Column Selection

  • To choose which columns are displayed, click the three-dot menu on the right and select the desired columns.

Exporting Data

  • To export sessions from the Session Dashboard, click the three-dot menu, select Export, and choose a format:
    • CSV
    • JSON
    • XLSX

Reset Options

  • To reset selected columns, filters, and sorting, click the three-dot menu and choose Reset.

Admin Metrics

The Admin Metrics page provides a consolidated view of the overall performance of Ask Clessie. It includes key metrics to help monitor system activity and performance trends.

Available Metrics

The page displays the following two metrics:

  1. Sessions Created by Day of the Week
    This metric shows the number of sessions created by Ask Clessie for each day of the week.
    A stacked bar chart breaks down the total sessions across different use cases, allowing you to compare activity levels.
  2. Processed vs. Failed Events by Day of the Week
    This metric displays the number of successfully processed events and failed events for each day of the week, helping you assess system reliability and performance.

Date Filter

You can apply a Date Filter to view metrics for a specific time period.

How to Access Admin Metrics

To access the Admin Metrics page:

  1. Click the User dropdown menu in the top-right corner of the screen.S
  2. Select Admin Metrics from the list.

This page helps administrators track performance trends and identify potential issues efficiently.

Help Page

The Help Page is accessible to default users as well as all other user roles.

This page provides a brief overview of the Ask Clessie Management Interface, including:

  • A quick introduction to the application
  • An explanation of how triggers work
  • An overview of admin capabilities and responsibilities

To access the Help Page, click on the user dropdown at the top right corner and select Help Page.

Access & role changes

Requesting a New Use Case

If you are a new user and would like to request integration of a new use case within Ask Clessie:

  1. Complete the registration form available on the platform.

  1. Click Send to submit your request.

Your request will be reviewed by IQNOX and presented to the Product Owners, Don Hummer and Akshay Singh Bhadoria. They will contact you if additional information is required.

Requesting a Role Change

To request a change in your user role, please email the Product Owners directly:

  1.        Don J Hummer (don.j.hummer@cummins.com)

  1.        Akshay Singh Bhadoria (akshay.singh.bhadoria@cummins.com)

Knowledge Base

To access the Knowledge Base, navigate to

The Knowledge Base contains additional documentation and support resources.

Application Administration

The Application Administration page provides a summary of all users registered in the Ask Clessie Management Interface.

This page is accessible only to users with Administrator privileges.

To access the Administration page, click on the user dropdown at the top-right corner and then select Administration.

The Users table includes the following columns -
  1. User Name – Signifies the username of the user. For Cummins internal users, this is their WWID.
  2. First Name – Signifies the user’s first name.
  3. Last Name – Signifies the user’s last name.
  4. Email – Signifies the user’s email address. For Cummins internal users, this is their Cummins email address.
  5. Roles – Signifies the role(s) assigned to the user. A user may have one or multiple roles.
  6. Created On – Signifies the date and timestamp when access was granted.
  7. Last Logged in – Signifies the date and timestamp of the user’s most recent login.
  8. Action – Contains the Edit button, which allows administrators to modify user access.

·       To modify a user’s roles, follow the steps below:-
  1.      Click on the Edit button for a particular user and then you can add or remove a role as needed.


2. Click on the Save button.

To refresh the User list, click the Refresh User button.


Mapping Difference Between Dealer and Distributor Guidanz Evolution

During the implementation of Ask Clessie functionalities, the following mapping differences were identified between Dealer and Distributor Guidanz Evolution.

       1)   Work Order Date Mapping (Global 7-Day Rule)

Ask Clessie applies a Global 7-Day Rule to determine whether a work order is newer than seven days and eligible for intervention.
  1.         Dealer – Guidanz Evolution:

                The system uses the Work Order Creation Date.   

  1.         Distributor – Guidanz Evolution:
                The system uses the Service Start Date.
     This difference impacts how work order age is evaluated in each environment.

2)   Service Provider Name

The Service Provider Name field is mapped differently in Dealer and Distributor Guidanz Evolution.
  1. Dealer – Guidanz Evolution:

               Mapped to Work Order Customer.

  1.       Distributor – Guidanz Evolution:
               Mapped to Service Provider.
      Understanding these mapping differences is important when configuring triggers and validating data across Dealer and Distributor use cases.

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