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Ask AI and MCP

Ask AI​

The Ask AI tab answers questions about the contact center in plain words, for example:

  • Which queue had the worst service level last week?
  • Where do callers hang up in the IVR?
  • Who are the agents with the longest handle time this month?

How an answer is built​

  1. The model reads the question and plans up to three structured queries against the metrics catalog: which metrics, groupings, filters and period. It knows the real queue and agent names, so "the billing queue" becomes a filter on that queue.
  2. The queries run like any report, with the asking user's permissions. Agents get answers from their own rows only.
  3. A second model call writes the answer from the numbers that came back.

The model never writes code or database queries and never sees data beyond the query results. Each answer shows the queries it ran and their numbers, so it can be checked, and each query can be opened in Explore to continue from there.

Setup​

Ask AI needs AI to be enabled for your environment; we set up the AI model provider with you. Without it the tab says AI is not configured.

MCP server​

Floor Walker has an MCP (Model Context Protocol) server at POST https://<your-floor-walker-host>/analytics/mcp, so AI assistants such as Claude can explore the reports directly.

  • Transport: Streamable HTTP, stateless, JSON responses.
  • Authentication: like the reporting API: an API key with the mcp scope in X-Api-Key, or a Flex user's token. A key without the mcp scope gets 403 forbidden.
  • Tools per key: the mcp scope gives the aggregate tools, list_metrics, query_metrics and ask. The contact tools, search_contacts and get_contact, show customer numbers, AI analysis and recordings, so a key also needs the contacts:read scope for them; without it they are not listed. A Flex user's token gets every tool.
  • Permissions: the caller's. With an agent's Flex token, the tools return that agent's rows only.
ToolWhat it does
list_metricsThe catalog: metrics with definitions and units, dimensions, and which sources they apply to.
query_metricsRuns a structured query: metrics grouped by dimensions over a period, optionally by time bucket. Durations are seconds, percentages 0–100.
askThe same as the Ask AI tab: a question in plain words, answered with the queries it used.
search_contactsFinds contacts, like the Contacts tab. A key needs contacts:read as well.
get_contactOne contact end to end: IVR steps, queue and agent legs, AI analysis. A key needs contacts:read as well.

Connect Claude Code​

claude mcp add --transport http floorwalker-reports https://<your-floor-walker-host>/analytics/mcp \
  --header "X-Api-Key: <your-api-key>"

Ask us for a key with the mcp scope for each assistant, and add contacts:read only if the assistant should see individual contacts. An API key sees every row. For a user-level assistant, pass that user's Flex token instead, so their permissions apply.