Note: This feature is available in preview for select customers.
Schedule Issues Summarization
Schedule Issues Summarization automatically analyzes all scheduling conflicts detected after a schedule run and generates a concise executive summary including issue severity, category breakdown, key impact areas, affected agents and queues, and recommended actions, saving planners from manually reviewing every individual issue.
Step 1 - Navigate to Team Schedule > Scheduling Issues
Go to Workforce Management > Team Schedule in the left navigation menu, then click Scheduling Issues.
Step 2 - Click "Generate Summary"
In the top-right area of the Scheduling Issues page, click the Generate Summary button (shown in purple). A New badge indicates a summary has not yet been generated for this schedule run.
Step 3 - Wait for Processing
The button label changes to Processing Issue Summary... with a loading indicator while the AI analyzes the issues. This typically takes a few seconds.
Step 4 - Click "View Summary" to Open the Modal
Once complete, the button label changes to View Summary. Click it to open the AI summary modal.
Step 5 - Review the AI Summary Modal
The Issue Summary modal opens and displays:
- AI-powered badge and generation timestamp.
- Executive Summary - a narrative describing the total number of critical, major, and minor issues.
- Key Impact Areas - the main areas affected by scheduling conflicts.
- Recommended Actions - suggested steps to resolve the issues.
- Severity chart - a donut chart showing issues split by Critical / Major / Minor.
- Category chart - a donut chart showing issues split by Queue / Agent / Schedule.
- Affected Agents - a list of the top agents impacted.
- Affected Queues - a list of the top queues impacted.
Day in Review Summary
Day in Review is an AI-powered summary available on the Forecast page that interprets daily forecast performance across Contact Volume Offered (CVO) and Average Handle Time (AHT). It generates a natural-language narrative covering a daily operations review, CVO analysis, and AHT analysis, helping planners understand what happened and why, without manual interval-by-interval analysis.
Step 1 - Navigate to Insights
Go to Workforce Management > Forecast in the left navigation menu.
Step 2 - Open the Summary Tab
On the Forecast page, click the Summary tab in the top tab bar.
Step 3 - Click "Insight Summary"
In the top-right corner of the panel, click the Insight summary button (purple text with AI sparkle icon) to trigger AI generation.
Note: The button is only active when deviation data is available for the selected day and queues.
Step 4 - Review the AI Summary
Once complete, the AI-Powered badge appears, and three summary sections expand:
- Daily Operations Review - overall narrative for the day.
- Contact Volume - analysis of CVO deviations and patterns.
- Average Handle Time - analysis of AHT deviations and patterns.
Switch between Forecast overview and Highlights sub-tabs to view the interval chart or the top deviation periods.
Step 5 - Copy or Collapse (Optional)
- Click the copy icon next to Executive Summary to copy the full summary as plain text.
- Click the Insight summary button again to collapse the AI content.
Forecast AI Summary
Get an AI-generated daily narrative on today's CVO and AHT performance without reviewing intervals manually.
Step-by-Step Instructions
- Generate the AI Summary: Click the forecast summary button (purple, AI sparkle icon ✨) in the top-right corner of the forecast page.
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Review the Results: Read the generated summary sections (Daily Operations Review, Contact Volume, Average Handle Time) and explore the Forecast overview and Highlights sub-tabs.