AI Manager: request operational advice

Start from the operational view

Open AI Manager from Dashboard or Wallboard when the feature is configured and permitted. First inspect the visible queues and recent refresh so you know which situation you are asking about. Request analysis intentionally: the configured AI service receives operational context and may consume quota. Ordinary live supervision remains available without requesting advice.

Understand the supplied context

The context includes waiting customers, longest wait, answered and abandoned calls, service level, queue strategy and agent availability. Free, busy, paused and Do Not Disturb states are distinct. Available last-hour averages and the weekly day/hour profile add historical context. Missing history reduces the evidence; do not substitute an assumption that recent conditions were normal.

Evaluate the summary and suggestions

Read the situation summary and the three tactical recommendations against the live cards. Confirm whether the suggested queue or staffing issue still exists before acting, because calls and states may have changed since the request. The Team Leader chooses any intervention and applies it through permitted controls. If generation fails, read the error and verify configuration or service availability before retrying.

Request an analysis of a concrete live situation

1. Open from the live workspace

   From Dashboard or Wallboard open AI Manager using the enabled control. First select and inspect the queues you are supervising so that you can recognize whether the advice matches the current workload. Availability depends on permission and AI configuration.

2. Read the operational context

   Wait for the result dialog to show the completed analysis, then read the summary and three suggestions. Compare them with waiting calls, member availability and recent trends. The request uses the queues permitted to your account; a temporary display filter does not define a separate analysis scope. If the situation changes, request a new analysis. Respect any waiting message before retrying.

3. Act through the ordinary controls

   Decide with the team, then use the authorized PBX/member controls for the chosen action. Verify the new state and its effect on waiting. Advice itself does not move agents, change queue strategy or confirm a successful intervention.

Combine immediate advice with periodic quality reports

Use AI Manager for the current operational question, then Quality & AI to review what the analyzed conversations reveal over a selected period. A short call may reduce live load while leaving a customer’s problem unresolved: verify recordings and the quality report before treating that change as an improvement. Weekly/monthly email reports provide a recurring review when the administrator has configured them; they are not a live queue-control mechanism.

Example: decide which queue needs support

When two queues are under pressure, compare current waiting, available members and the recent trend, then request advice. Discuss feasible changes with the team and check the live effect after acting. Later, use Quality & AI reports to examine recurring conversation issues. Those recording-based reports answer a different question from the immediate queue-pressure analysis.

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