Robin does not stay as good as it was on launch day. Your documentation changes, your ticket mix changes, and new capabilities ship. Robin improves when somebody owns the loop that feeds it, and stops improving when nobody does.
This article proposes a working rhythm for that. Adapt the frequencies to your team; the important part is that each review has a named owner and a place where decisions are written down.
What the loop is made of
Four things feed Robin after go-live. Each one has a page in AI Center where the work actually happens.
| Input | Where | What you are looking for |
|---|---|---|
| New knowledge | AI Center > Optimize > Actionable insights | Recurring questions with no article behind them. Each one is a candidate for a new KB article. |
| New actions | Scripts, and the shipped action library | Requests Robin understood but could not act on. |
| Reviewed insights | AI Center > Analyze | Which request categories Robin resolves, and which it escalates. The weak categories are your backlog. |
| Re-tested Playbooks | AI Center > Optimize > Playbooks | Playbooks that still do what they were written to do, after the tickets and systems around them have changed. |
A proposed cadence
Note: The frequencies below are a starting point, not an Atera requirement. Nothing in the product enforces them. Adjust them to your ticket volume and team size - the reasoning column is there so you can decide rather than guess.
| Activity | Suggested frequency | Why this often |
|---|---|---|
| Review Actionable insights and turn at least one candidate into an article or a script | Weekly | Insights accumulate from live tickets. Left for a month the list becomes long enough that nobody starts it. |
| Read Analyze by request category and name an owner for the weakest one | Monthly | Needs enough volume to be meaningful. Weekly numbers on a small tenant are noise. |
| Re-test every active Playbook end to end | Quarterly, and after any change to the systems it touches | Playbooks break silently. Nothing tells you a Playbook stopped working, because it still runs. |
| Review Definitions against new internal software and terminology | Quarterly | New tools and acronyms arrive continuously and nobody thinks to document them. |
| Check the Overall optimization score on the Setup page | Quarterly | It moves slowly. Checking it weekly tells you nothing. |
| Confirm the escalation path still lands with the right technicians or group | Quarterly, and after any team change | Team structures change more often than Robin's configuration does. |
Give the loop an owner
A cadence with no owner does not happen. Before go-live, agree three things:
- Who runs each review. One named person per row, not a team.
- What counts as the inputs. Which pages get read, and which reports get pulled, so the review is the same exercise each time and its results are comparable.
- Where decisions get written down. A decision log matters more than it sounds - without it you cannot tell whether a change in Robin's behaviour came from something you did or something that shipped.
Signs the loop has stopped
Worth watching for, because none of them raise an alert:
- The Actionable insights list only grows.
- Escalations rise in one request category and nobody has noticed which.
- A Playbook has not been opened since it was written.
- Users have started routing around Robin rather than reporting that it got something wrong.
The last one is the most damaging and the hardest to see, because it looks like falling usage rather than a fault.
