AI Investigator: ask what went wrong on your floor

AI Investigator answers questions about your floor from your server’s own records: why calls dropped, why an agent’s screen froze, whether a number reached anyone. It runs read-only reports, reads them and answers in plain words, with every report it used underneath so you can check each number.

Where to find it

• Open the server, then the Reports tab: the card is at the top, "Ask about your floor". On a cluster it is on the cluster’s page.
• The account owner and admins on the account run checks. Anyone who can open the Reports tab can read the answers.

Quick checks (every plan)

• Agent screen or buttons freezing: enter the agent’s VICIdial user ID. It reads that agent’s day (logins, pauses, calls, transfers, moments the screen lost contact with the server, the webphone dropping) and compares them with every other agent, so a PC or Wi-Fi problem is told apart from an office or server problem.
• Calls answered but not reaching agents: how many seconds answered calls waited for an agent, drops and lost calls against each campaign’s limit, heavy admin pages, and the database and the floor right now.
• Did these numbers reach an agent?: paste numbers in any format. For each one: when it was answered, which agent got it and how many seconds later, and how the call ended.
• Every plan includes 20 quick checks a month; the count resets on the 1st.

With AI Investigator ($29 a month per server)

• Ask a question in your own words, for example "Why did drops go up after lunch?". It picks from 17 reports to answer.
• Run one report and have it explained: answering-machine detection, hangup causes per trunk, leads left to dial, inbound queues, recordings, admin changes, server health and more.
• Ask follow-up questions on an answer; it reuses the reports it already ran.
• A daily email each morning with yesterday on your floor: drops against the limit, how fast calls reached agents, agents whose connection kept dropping, and any setting someone changed. Sent only on days the floor worked; turn it off on the card.
• Automatic checks: when a campaign drops well over its limit, several screens lose contact with the server, or the database locks up, a check runs by itself and appears in your list.
• Up to 300 checks a month. Add it from the server’s Add-ons page. For a cluster it is $59 a month: ask us to add it.

Choosing the time

• Pick the last 30 minutes, hour or 3 hours, today, yesterday, or your own start and end, on the server’s clock. The live checks look at the server right now.
• Most reports read up to 24 hours at a time; the number lookup and the admin changes up to a week.
• Webphone drops come from the server’s phone log, which keeps about 14 days; a report says when your window starts before the log does.

Reading the answer

• The answer opens with the verdict, then the evidence with times and numbers, then what to do in your VICIdial.
• Open any report under the answer to see its findings and rows. The answer only uses numbers from those reports.
• Share a link (it works for 30 days without signing in) to send the answer to someone else, or print it to PDF from there.

Is it safe to run during a shift?

Yes. Every report only reads, and nothing in VICIdial is changed. Large call logs are read in short slices and every query stops itself after eight seconds, so a check never holds up the dialer. One check runs at a time per server.

What is sent to the AI

The reports’ results: counts, times, agent names and the phone numbers you ask about. Recordings and passwords are never sent.