Overview
Every PSA ticket shows a time-tracking panel in the ticket-detail right rail that breaks the work on the ticket into four areas. Three are real, measured minutes; the fourth — AI Human Hours — is a derived return-on-investment figure that estimates the human effort THEO's autonomous work saved you. This article explains what each area means, where the numbers come from, and how to tune the multiplier.
The Four Areas
When you open a ticket, the time panel in the right rail shows:
| Area | What it counts | How it is captured |
|---|---|---|
| Human | Normal technician time worked on the ticket, with no AI involved | Logged manually (timer or manual entry); legacy entries count here by default |
| Human + AI | Time a technician spent actively working the ticket with THEO assisting (an assisted session) | Logged manually with the "Human + AI" category, or captured from assisted sessions |
| THEO AI | THEO's own autonomous active/processing time on the ticket, with no human in the loop | Captured automatically server-side (for example, by THEO's tech chat) — you never log this by hand |
| AI Human Hours | A derived estimate of what THEO's autonomous time would have cost a human | Calculated, never stored: THEO AI minutes × your AI Human Hours multiplier
|
The first three are stored on each time entry as a time_category of human, human_ai, or theo_ai. The fourth is computed on the fly every time the panel loads, so changing the multiplier instantly reprices every ticket — past and present.
Why AI Human Hours Matters
AI Human Hours is the headline ROI metric for THEO. If THEO autonomously spent 30 minutes resolving a ticket and your multiplier is 10×, the panel reports 5.0 AI Human Hours — meaning that work would have taken a human roughly five hours. This rolls up org-wide into the Clarity reporting tile so you can show clients (and yourself) the leverage THEO provides.
Setting the Multiplier
The multiplier is per-MSP and defaults to 10×. To change it:
- Go to PSA → Settings.
- Find the AI Human Hours multiplier field.
- Enter a positive number (for example
8or12). - Save.
The new multiplier applies retroactively to every ticket and to the org-wide rollup, because the AI Human Hours figure is always derived, never frozen at log time.
Where You See It
- Ticket detail — the 4-area time panel in the right rail, per ticket.
- Clarity reporting — an org-wide AI-ROI tile that aggregates Human, Human+AI, and THEO-AI minutes across all tickets and reports total AI Human Hours saved (optionally since a date).
Logging Time in a Category
When you log time manually on a ticket you choose the category:
- Leave it as Human for ordinary work.
- Choose Human + AI when you worked the ticket alongside THEO.
You cannot manually log THEO AI time — it is auto-captured server-side only, so the autonomous figure can never be inflated by hand.
Troubleshooting
The AI Human Hours number looks too high or too low. It is driven entirely by the multiplier. Adjust it in PSA → Settings; the change is immediate and retroactive.
THEO AI shows zero on a ticket THEO worked. THEO AI minutes are captured only from genuine autonomous sessions (e.g. THEO tech chat). A ticket THEO never autonomously processed correctly shows zero.
The org-wide number doesn't match the sum of tickets. The Clarity rollup can be scoped to a date with since; a per-ticket panel is all-time. Compare like for like.