#What is the Insights AI assistant?
The Insights AI assistant is a conversational AI built into CX-Engine. You ask it questions in plain language, as you would ask an analyst, and it queries your calls and their AI analysis (summaries, sentiment, frustration, subjects, topics, transcripts) to answer within seconds.
No more exporting spreadsheets or listening back to recordings: the assistant counts, compares and summarizes for you.
#Opening the assistant
- Select your account in CX-Engine
- Go to the Calls > Calls list page
- Click the Insights AI button at the bottom right of the screen
The panel opens on the right. You can keep browsing the calls pages while the assistant works: the conversation is kept from one page to the next.
If your account is linked to several PBXs, choose the one to analyze at the top of the panel. With a single PBX, it is selected automatically.
#Example questions
- What are my customers talking about the most this month?
- What frustrated my customers last week?
- Which subjects take the most time to my agents?
- What are Julie's strengths and weaknesses?
- How many inbound calls did we miss yesterday, and on which queue?
- Show me calls where the customer mentions a billing issue.
- How many calls did we receive on our sales number this month, and why did people call?
- Which audit criteria do my agents score worst on, and why?
- How is the greeting rated, agent by agent?
- Coach Julie: what should she improve, with examples from her calls?
- Compare Bob's speech ratio and first call resolution rate with the rest of the team.
- Export every call of September on extensions 1587 and 1588 with their audit score, sentiment and subject.
With Expert Statistics, the assistant also answers on every call of your phone system (volumes, answer rate, waiting times, callers, outbound calls, who is available right now): see the Expert Statistics section below.
The assistant understands follow-up questions: refine your request ("and for the support team only?") without rephrasing everything. After an answer, it also suggests a few follow-up questions as buttons under the answer: click one to ask it.
#Stopping an answer
While an answer is being written, the send button becomes a Stop the answer button. Click it to interrupt the answer, for example when the question was not the right one. The text already written stays visible, followed by Answer stopped.
A stopped answer is not kept in the conversation: your next question does not build on it.
#What the assistant can analyze
| Area | Examples |
|---|---|
| Subjects and topics | Top subjects, subjects taking the most agent time, trends over time |
| Customer experience | Sentiment, frustration and its reasons, calls that went badly |
| Call outcome | Answered, missed (no answer), busy or failed calls, per queue, agent or period |
| Dialed numbers | Volumes and reasons for call per company number (DID), for example a sales line or a campaign number |
| Quality audits | Average score of each audit grid criterion, how often it fails, and the AI justifications of the lowest scores |
| Agent coaching | Agent report against the team: volumes, sentiment, audit score, weakest criteria, speech ratio and rate, questions asked, longest monologues, first call resolution rate |
| Individual calls | Full transcript and the detailed audit of a call, criterion by criterion. With Expert Statistics, any call of the phone system, even one that was not analyzed: its route through the PBX (queues, agents, IVR, voicemail) |
#Understanding an answer
To answer, the assistant uses tools: counting calls, sampling summaries, agent reports, reading a transcript… Each tool used is shown above the answer; click it to see the criteria used and the result returned.
Answers cite the calls they rely on (for example #43045): click a number to open the call in a new tab and check for yourself.
In the call, the transcript shows who is speaking. Speaker names are taken from the phone system or the CRM contact, or detected by the AI from the conversation (for example a customer introducing themselves). If a name is wrong and you are allowed to edit the call, click Edit speakers above the transcript to correct it: a corrected name is kept if the call is processed again.
AI can make mistakes: check the cited calls before making an important decision.
#Exporting calls and opening them in the calls list
#Exporting to a file
Ask the assistant for a list, a table or a file of calls, and it exports them to a spreadsheet instead of listing them in the chat. It also does so on its own when an answer would list more than about 20 calls.
- Export the calls of last week where the customer was frustrated.
- Give me an Excel file of September's inbound calls on the support queue, with the date, duration, agent, audit score, net sentiment score, subject and sub-subject.
- Export the calls of your previous answer as CSV.
How it works:
- The export contains exactly the calls the assistant analyzed, with the same filters (period, agents, queues, subjects, sentiment, scores…). To export the calls behind a previous answer, simply ask for it: the assistant reuses the same filters.
- When you name fields, the assistant picks the matching export columns, in the order you asked, and tells you which requested fields have no matching column. The call id, start time and agent are always exported first, so every row can be identified. When you name no field, every column is exported.
- The file is in Excel format by default; ask for CSV if you prefer. You can also ask for custom column headers (for example "name the net sentiment score column NPS").
- The export is prepared in the background: you are notified in the app (bell icon) when the file is ready, with a download link. You can ask the assistant where your export stands at any time.
- An export holds up to 20,000 calls. Above that, the assistant asks you to narrow the filters, for example to a shorter period.
- When no call matches, the assistant tells you and asks how to proceed: it never widens the filters (a longer period, other subjects…) on its own.
The available columns are listed in Export your calls. Exporting from the assistant requires the Export calls permission (crm-phone-call.export).
#Opening the calls in the calls list
When an answer relies on a set of calls, the assistant ends it with a link to the calls list, filtered on these calls. Click it to browse them, refine the filters or export them yourself.
A few filters of the assistant cannot be reproduced in the calls list: semantic topics, the meaning-based search (replaced by a keyword search on the AI analysis), answered calls and the additional dialed numbers. The assistant then tells you which filters were not applied: the list may show more calls than the answer.
You can share the link with a colleague: it opens the calls list on the right account, provided they have access to it and to its calls.
#Expert Statistics
When your PBX has an active Expert Statistics subscription (or trial), the assistant also reads its statistics. They are computed from every call of your phone system, while the call analysis only covers the calls transcribed and analyzed by Insights AI. The assistant combines both: Expert Statistics for the how many and how long, the call analysis for the why.
| Area | What the assistant gets |
|---|---|
| Queue report | Offered, answered, abandoned (including during the welcome message), dissuaded and transferred calls, answer rate, average waiting and talking times, distribution of the answered calls by waiting time, optionally detailed per agent |
| Trends | Received and answered calls, answer rate and average waiting time per quarter-hour, hour, day, week, weekday or month, for queues or agents |
| Agent presence | Minutes spent in every status (available, away, do not disturb…), availability rate and time connected to each queue |
| Live availability | Current status of every agent (available, away, do not disturb, custom status, phone not connected) and for how long. Data up to 5 minutes old |
| Call log | The individual calls of the phone system, including the ones not analyzed by the AI, with their route through the PBX (queues, agents, IVR, voicemail, external numbers). The analyzed ones can be opened with their transcript. Up to 93 days |
| Callers | Top callers and whether they got through, repeat callers and their share of the calls, or the history of one caller number per queue |
| Calls per agent | Inbound calls answered and unanswered, answer rate, talk and ring times, plus outbound and internal calls |
| Company numbers | Received, answered and abandoned calls, answer rate and talk times per dialed number (DID), optionally per queue. Up to 93 days |
| Outbound calls | Calls made by the whole PBX, connected calls, connection rate and talk times, per day, week, month, hour of the day or weekday |
#Example questions
- What was our answer rate on the support queue last month, and how long did customers wait?
- At what time of day do we lose the most calls?
- Were enough agents available on Monday morning?
- Which agent answers the most calls of the sales queue, and how long are their calls?
- Our abandonment rate went up last week: what were the waiting times, and what did the frustrated customers complain about?
- Compare the answer rate of each queue between September and October.
- Who is available right now?
- Did this customer (+33 6 12 34 56 78) call back after their complaint?
- What happened to the call from +33 6 12 34 56 78 at 10:12?
- Which of our numbers has the worst answer rate?
- How many outbound calls did we make last month, and when do we connect best?
- Who are our repeat callers this month, and why do they call again?
The assistant tells you which source each figure comes from. Expert Statistics figures may differ from the call analysis counts, as they include the calls that were not transcribed.
#Availability
The Expert Statistics questions are available when:
- the selected PBX has an active Expert Statistics subscription or trial
- the user has the Expert Statistics permission (
expert-statistics.view)
Otherwise, the assistant only uses the call analysis.
#Copying or exporting an answer
Hover an answer to reveal three actions:
| Action | Use |
|---|---|
| Copy as Markdown | Copies the raw text, to paste into a Markdown-compatible tool |
| Copy formatted | Copies the answer with its headings, lists and tables, to paste into Word, Google Docs or an email |
| Download as Word document | Downloads the answer as a Word document |
#Conversation history
The History button lists your recent conversations. Each conversation gets a short title generated by the AI from your first question (the question itself is shown while the title is being written). Use the search field at the top of the list to find an older conversation by its title. The New conversation button starts from a blank page: use it when you change topics, the assistant will be more accurate.
Your conversations are private: other users cannot see them.
#What the assistant can see
- The calls of the selected account and PBX only
- The calls analyzed by Insights AI (transcription and AI analysis enabled). Calls older than the activation, or not transcribed, are counted but have no analysis
- With Expert Statistics, the statistics of every call of the PBX
- Read-only access: the assistant never changes your data. The only thing it creates is the export files you ask for
#Permissions
The assistant is available to users with the Insights AI permission (crm-insights.chat). Administrators have it by default; for other users, add this permission to their role.
Exporting calls from the assistant also requires the Export calls permission (crm-phone-call.export).
#Going further
Prefer to use your own AI assistant, such as Claude? Connect it to your calls.