What is the Analytics Assistant?
The AI Analytics Assistant evaluates your Capacity interaction data so anyone on your team can dig into it instantly, with no BI tool, no analyst, and no exports required. Ask a question in plain English, get a chart and a written insight back, pin it to a dashboard, share it as a presentation, or schedule it to arrive in leadership's inbox automatically.
This article gives you a high-level overview. The rest of this folder walks through each capability in detail.
What it does
Instead of building reports by hand or waiting on a data team, you can simply ask. The Analytics Assistant takes a question like "What are the top contact reasons driving escalations this week?" and generates the relevant chart, graph, and written summary on the fly.
From there you can:
- Ask follow-up questions to dig deeper, just like a conversation.
- Pin any answer to a dashboard so it's always one click away for your team.
- Build dashboards that give you a live view of the metrics that matter most.
- Create presentations to share insights with stakeholders, as a live link or a PDF.
- Schedule reports so dashboards are emailed to the right people on a daily, weekly, or monthly cadence.
The data it analyzes
The Analytics Assistant works on your interaction data inside Capacity, across channels such as:
- Helpdesk: support tickets and their metadata
- Bot: automated chatbot and virtual assistant conversations
- Live Agent: live chat sessions handled by your team
The assistant automatically classifies and categorizes these interactions for you, so you can ask about contact reasons, deflection, resolution times, sentiment, knowledge gaps, and more, without any manual tagging.
Please note, the Analytics Assistant analyzes the interaction data available within Capacity. It does not connect to external systems or BI platforms.
Who it's for
The Analytics Assistant is built for the people who need answers from interaction data but don't want to wrestle with spreadsheets or reporting tools, including:
- Customer and operations leaders preparing QBRs, ROI reviews, and weekly business reviews
- Contact center managers investigating what's driving escalations or handle time
- QA and analytics teams spotting emerging trends and building shareable dashboards
How to open the Analytics Assistant
Open the Analytics Assistant from the left navigation sidebar in your Capacity Console. You'll land on your dashboards, which are ready to explore as soon as your data has been processed.