Manager assistant in Connect Customer
Manager assistant is a generative AI assistant for supervisors and contact center
managers. Instead of opening a dashboard or building a report, you type a question such as
How is my contact center performing over the last week? and
manager assistant returns a response that is generated from the metrics data in your
instance.
Manager assistant provides access to more than 150 standard and custom Connect Customer metrics. You can ask about agent performance, queue health, contact volume, self-service optimization, evaluations, and more. For the definition of each metric, see Metric definitions in Connect Customer.
With manager assistant, you can do the following:
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Get insights into the metrics and reporting data in your Connect Customer instance without switching between dashboards and reports.
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Ask follow-up questions about key operational use cases, so you can move from a summary to the specific queue, agent, or hour that you care about.
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Request an investigation when a metric changes unexpectedly, and receive prioritized recommendations. For more information, see Investigations and recommendations.
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Generate charts, tables, and narrative summaries from your metrics data.
Note
Manager assistant preview is available in all supported languages. During the preview, manager assistant operates in read-only mode: it cannot modify any configuration or resources in your instances currently.
Important
Responses generated by manager assistant may contain inaccuracies. Always validate insights against your Connect Customer dashboards and reports before you make business decisions.
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