Unlock the full potential of your contact center data with our new AI Insights tool, part of Sharpen’s Usable AI Bundle. Instead of manually sifting through spreadsheets and charts to find performance gaps, you can now simply chat with your data to get instant answers and strategic recommendations.
Why Use AI Insights?
1. Executive Summary: Immediate Situational Awareness
Contact center leadership requires quick, high-level visibility. This summary provides a snapshot of performance "health," allowing you to identify urgent issues or successes in seconds. It is designed to help you prioritize your focus without digging through full reports.
2. Key Insights: Contextual Analysis
Data is only valuable when it is interpreted. Instead of providing raw metrics, this section identifies the "why" behind the numbers. We look for patterns—such as outliers in Average Handle Time (AHT) or recurring friction points—to transform spreadsheet data into actionable business intelligence.
3. Strategic Recommendations: Practical Next Steps
Analysis must lead to execution. This section provides specific, low-friction recommendations tailored to your operational levers, such as targeted coaching, workforce management adjustments, or process updates. These steps are phrased so they can be delegated immediately to Team Leads or Analysts.
4. The Expected Outcome: Value & Impact
Every change should have a measurable goal. We conclude by defining the tangible benefit of the recommendations—whether that is a reduction in overhead, a lift in CSAT, or improved agent morale. This provides the business case needed to justify shifts in strategy and keeps the team aligned on shared objectives.
How to Enable and Use AI Insights
The AI Insights tool is integrated directly into your existing workflow within the Insights tab, as part of Sharpen’s Usable AI Bundle.
Enable Permissions: Enable the “Insights AI Report Analysis” toggle under user group settings to get started.
Open a Report: Navigate to any report or chart in your Insights dashboard.
Click "AI Insights": Look for the AI Insights button at the top of the screen.
Ask a Question: Type a natural language question about the data you are viewing.
Review & Refine: Read the analysis and recommendations provided. You can continue the conversation to drill deeper into specific details or settings.
Pro Tip: While the AI provides recommendations (like changing a "max wait time" setting), it does not make changes to your system automatically. You or your CSM remain in full control of your configuration.
Sample Questions to Get You Started
Not sure what to ask? Try these prompts on your next report:
"Who was my lowest performing agent over this time period?"
"What are the primary metrics driving our high average hold time?"
"What queue settings should I look into to improve our team's efficiency?"
"Give me three strategic steps I can take this week based on this data."
Less can be More - ask for results to be displayed the way you want. Phrase your question with explicit instructions like:
"Answer in one sentence:" What is my longest waiting hour of day?
"Concise answer only:" Which agent has the highest AHT?
"Just give me the number:" What's the average handle time for Queue 5?
"Answer in one line:" What time period has the worst service level?
Frequently Asked Questions
Is this available to everyone?
AI Insights is part of our Usable AI bundle. If you don't see the button in your Insights tab, contact your CSM or support team to have it enabled.
How much data can the AI see?
The AI focuses on the report you are currently viewing to keep the experience snappy and relevant. It can also fetch additional information from our API (like available queue settings) when you ask for specific recommendations.
Will the AI change my settings?
No. The AI is a consultant, not an administrator. It will suggest improvements, but it will never modify your configurations.