Analytics Assistant FAQ
Quick answers to the questions teams ask most about the AI Analytics Assistant.
What data does the Analytics Assistant analyze?
It analyzes your interaction data inside Capacity, such as helpdesk tickets, bot conversations, and live agent sessions. Interactions are classified automatically, so you can ask about contact reasons, deflection, resolution times, sentiment, and more without manual tagging.
Can it pull in data from outside Capacity?
No. The Analytics Assistant works on the interaction data available within Capacity. It does not connect directly to external systems or other BI/reporting tools.
How fresh is the data?
Your underlying data is ingested daily, so answers you get in chat reflect the latest available data. Dashboard cards show the answer captured when they were pinned or last refreshed. Refresh a dashboard, or set up a subscription, to update them. See How Your Data Stays Up to Date.
Why does my dashboard card show an older number than chat?
Cards are snapshots from when they were pinned or last refreshed, while chat always queries the latest data. Click Refresh on the dashboard to bring the cards up to date.
What kinds of questions can I ask?
Anything you'd ask a colleague about your interactions, in plain English. For example:
- What are the top contact reasons driving escalations this week?
- How has our containment rate changed month over month?
- Which chat topics are most associated with negative sentiment?
For tips on phrasing, see Asking Questions in Chat.
The assistant answered using the wrong channel: what happened?
If a question doesn't mention a channel, the assistant looks across all available data. Name the channel or bot in your question (for example, "top contact reasons for the bot") to scope the answer.
Can I choose the chart type?
Yes. Ask for the chart you want, for example "show this as a bar chart." Bar charts are well suited to dashboards and exported slides.
Can I pin an answer from the middle of a conversation?
Pinning uses the most recent answer in a chat. To pin an earlier answer, start a new chat, ask that question directly, and pin the fresh response.
Who can see my dashboards?
Dashboards are shared at the organization level so your team sees the same view. Presentations can be kept Restricted (only people with a Capacity account can open the link) or made Public and shared via link or email. See Creating and Sharing Presentations.
How do I share insights with leadership?
Two ways:
- Presentations: package dashboard cards into a shareable view, export as PDF, or share a live link.
- Subscriptions: schedule a dashboard to be emailed automatically on a daily, weekly, or monthly cadence.
Can I export the raw data or insights into another tool?
The Analytics Assistant is a self-contained experience for asking, analyzing, and sharing. You can export presentations as PDF and share dashboards by link or email. There isn't a separate export of the raw underlying data into external BI tools.