The AI Agent in the analytics platform is an intelligent, autonomous software component designed to continuously monitor, analyze, and act on business data in real time. Leveraging advanced techniques from machine learning, natural language processing, and automated reasoning, the AI Agent streamlines analytics workflows by proactively identifying patterns, generating actionable insights, and initiating follow-up actions, often without the need for manual intervention. This approach accelerates time-to-insight, enhances decision accuracy, and reduces operational overhead, enabling organizations to respond swiftly to emerging trends and anomalies.
Managing the AI Agent involves configuring its triggers, thresholds, permissions, and notification settings to align with organizational goals and compliance requirements. Through intuitive controls and transparent reporting, users can shape the agent’s actions, monitor performance, and ensure that analytic outcomes remain reliable and secure within their operational environment.
Starting a New Conversation
You can use the AI Agent to start a new conversation and query analytics data using natural language.
To start a new conversation:
On the Analytics page, click AI Agent.
Click Start New Conversation.
In the Ask AI Agent box, enter your question. For example: Show me the total number of calls handled in October.
The AI Agent processes your input and displays results.
To refine the results, continue the conversation by entering follow-up questions.
Using Suggestions to Ask Questions
The AI Agent provides suggested questions to help you quickly explore available analytics insights. You can select one of these suggestions to start your query or modify your query to refine your analysis. This feature helps you discover insights faster without needing to manually frame each question.
To use AI Agent suggestions:
On the Analytics page, click AI Agent.
In the AI Agent panel, click Suggestions.
Review the list of suggested questions displayed below the text box.
Click a suggestion to automatically populate in the Ask AI Agent box.
Press Enter or click the Send icon to run the query.
The AI Agent processes the question and displays the results.
(Optional) Refine your query by entering a follow-up question or selecting another suggestion from the list.
Understanding AI Agent Data Retention
The AI Agent retains all conversation history by default. Currently, there are no retention limits or automatic deletion settings for conversations.
All conversations remain available until they are manually deleted. This ensures that you can revisit previous questions and insights at any time.
Note
If your organization’s compliance or data management policy requires periodic cleanup, you must manually delete older conversations from the AI Agent conversation list.
Using Call Filters
You can open the Call Filters sidebar on the Analytics AI Agent page to refine your analysis. The available filters work the same way as those on the Call Listing page.
Applying filters helps the AI Agent focus on a specific dataset during analysis, ensuring that responses are relevant to your selected parameters.
To apply call filters:
On the Analytics AI Agent page, click the Call Filters icon to open the sidebar.
Select from the following available filters:
Date Range: Specify the start and end dates for the call data you want to analyze.
Agent Group: Filter by group name. You can choose conditions such as Contains or Is exactly.
Agent: Enter a specific agent name or ID.
Call ID: Enter the exact call identifier to narrow the analysis to a particular call.
Direction: Select whether to include Incoming or Outgoing calls.
Duration: Specify a duration range (in minutes and seconds) to analyze calls of certain lengths.
Extension: Enter the exact extension number to filter by internal call routes.
Click Apply Filters.
Enter your question in the Ask AI Agent box and click Submit.
The AI Agent considers the applied filters while analyzing and returning the response.