AI Insights (GenBI)

Overview

AI Insights (GenBI) is an AI analytics assistant built into Glassix. Instead of building a report, you ask a question in plain language, in any language, and GenBI answers from your department's conversation data. Answers come as text, tables or charts.

GenBI is designed for supervisors, team leads, analysts and admins who want quick answers about volumes, performance, agent workload and what customers are talking about.

What you can ask

Volumes and trends

• How many conversations were opened, by period, channel, status or direction (incoming or outgoing)
• Trends over time, for example week over week or month over month
• Busiest days and hours

Response and handling times

• Queue wait time, first response time, handle time and total conversation time
• Net times, which exclude non-working hours
• SLA per channel

Agents and teams

• Workload per agent and per team
• Each agent's daily online, break and offline time
• Hourly load: open conversations, handled conversations and available agents per hour

Quality and outcomes

• Reopened conversations and first-contact resolution
• Survey and satisfaction results, per question
• Tags and custom fields
• Transfers between departments and customer drop-off

Chatbots and AI

• Chatbot conversations: how many the bot resolved, how many were abandoned and how many were escalated to an agent
• How agents use AI suggestions (accepted, edited or rejected)

Conversation content

• What customers are asking or complaining about. GenBI returns the main themes with example conversations.
• How many conversations mention a specific word or phrase, for example "refund"

A single conversation

• A summary of one conversation by its ticket number

Reports and metrics

• What a report, metric or filter means, and where to find it in Glassix

Example questions

• "How many conversations did we get last month, by channel?"
• "What was our average first response time per week over the last quarter?"
• "Which agents handled the most conversations this month?"
• "At what hours do we have the most open conversations compared to available agents?"
• "What are customers complaining about this week?"
• "How many conversations escalated from the chatbot to an agent last month?"
• "Summarize that in 3 bullet points for my manager."

How answers are shown

• Text: every figure states the department and period it covers. Periods follow the department's time zone, so they match Glassix reports.
• Tables: for short results.
• Charts: bar, line or doughnut. Click the download button to save a chart as an image.
• Follow-ups: you can ask GenBI to reshape a previous answer, for example shorten it, translate it or turn it into a chart.
• History: conversations with GenBI are saved, so you can go back to them later.
• Suggestions: a new conversation shows suggested starter questions.

Limitations

• One department at a time. GenBI answers about the department you opened it in. It can't compare departments.
• The last 12 months. Older data isn't available. If you don't specify a period, GenBI uses the last 30 complete days.
• Conversation data only. Billing, invoices, license usage and other workspaces aren't available.
• Analytics only. GenBI doesn't answer general-knowledge questions, write replies to customers, build AI agents or flows, or give legal, HR, medical or financial advice.
• Conversation length. Each GenBI conversation is limited to 20 messages. Start a new conversation to continue.

Access and permissions

• GenBI is available to department admins and to users with reports permissions.
• AI must be enabled for the department.
• GenBI usage counts toward your AI (Maestro) usage.

Privacy and security

• GenBI has read-only access to your department's data. It can't access other departments or other workspaces.
• Glassix support can access GenBI on your department only with your support-access consent.