Insights Agent (ConnectWise)

Overview

The zofiQ Insights Agent is a read-only reporting agent designed to help you understand trends, patterns, and operational signals across your service desk.

Instead of acting on tickets, the Insights Agent analyzes historical ticket activity and generates structured reports that summarize what is happening in your environment over time.

These reports are delivered by email and are intended for service managers, operations leaders, and account teams who need visibility into performance, trends, and areas that may require attention.

How the Insights Agent is Structured

The Insights Agent consists of two components:

Main Insights Agent (Parent Report)

This is the default report that runs automatically when the Insights Agent is enabled.

• Runs once per week

• Provides an organization-wide summary of trends

• Uses a fixed schedule that cannot be changed

• Can be configured with recipients, SOPs, and filters

This serves as your baseline report across the entire PSA.

Insights Sub-Reports (Custom Reports)

In addition to the main report, you can create sub-reports.

Sub-reports allow you to:

• Focus on a specific board, customer, or team

• Send reports to different audiences

• Run reports on different schedules

Each sub-report is independent:

• It has its own configuration

• It has its own schedule

• It can be turned on or off without affecting other reports

You can create as many sub-reports as needed.

How the Insights Agent Works (Step-by-Step)

For a first-time user, the setup process should follow this order:

Step 1: Configure Email Recipients

Before enabling the agent, define who should receive the report.

For both the main Insights Agent and any sub-reports:

• Enter one or more email addresses

• Place each email on its own line

• These recipients will receive the report output on the configured schedule

If no recipients are configured, reports will not be delivered.

Step 2: Define the Scope of the Report (Filters)

Next, determine what data the Insights Agent should analyze.

This is done using filters.

Think of this step as answering:

“Which tickets should this report include?”

• If no filters are applied, the report will analyze a broad set of ticket data

• If filters are applied, the report will focus only on the selected subset

Start with high-level filters such as:

• Board

• Companies

• Status

Then refine further if needed using advanced filters.

Step 3: Add SOP Guidance (Optional)

SOPs provide additional instruction on how the Insights Agent should interpret and summarize the data. Our team is currently in the process of improving SOP adherence for this agent.

Examples include:

• highlighting specific types of issues

• prioritizing certain patterns

• emphasizing operational risks or trends

This step is optional, but recommended if you want more control over how insights are generated.

Step 4: Review Configuration

Before enabling the agent, confirm:

• recipients are correctly set

• filters reflect the intended scope

• SOPs (if used) align with your goals

At this point, the agent is fully configured and ready to run.

Step 5: Enable the Main Insights Agent

Once enabled:

• the weekly report will begin running automatically

• reports will be delivered to the configured recipients

• no further setup is required for the main report

Step 6: (Optional) Create Insights Sub-Reports

After the main Insights Agent is set up, you can create sub-reports to generate more targeted insights for specific use cases.

Each sub-report is a fully independent report with its own configuration.

For each sub-report, you can:

• Apply a different set of filters
  Define a unique dataset for the report (e.g., a specific board, customer, team, or priority level)

• Send reports to a different audience
  Configure a separate list of email recipients specific to that report

• Define a custom schedule
  Unlike the main Insights Agent, sub-reports allow full control over when reports are sent:

  • Frequency: Daily, Weekly, or Bi-weekly

  • Day: Select a specific day for weekly or bi-weekly reports

  • Time: Choose the exact time the report is triggered

  • Time Zone: Reports run based on your local time zone

This allows you to align report delivery with how your team operates. For example:

• a daily report sent each morning for operations

• a weekly report sent before a team review meeting

• a bi-weekly report for leadership updates

Sub-reports operate independently:

• they can be enabled or disabled at any time

• they do not impact the main Insights Agent

• they do not affect other sub-reports

This makes it possible to run multiple reports in parallel, each tailored to a different audience or operational need.

When This Agent Runs

Main Insights Agent

• Runs every Monday at 12:00 a.m. Eastern Time

• Schedule cannot be changed

• Designed to provide a consistent weekly overview

Insights Sub-Reports

Sub-reports are fully configurable:

• Frequency

  • Daily

  • Weekly

  • Bi-weekly

• Day (for weekly/bi-weekly)

  • Select the day of the week

• Time

  • Choose when the report runs

• Time Zone

  • Automatically uses your local time zone

Each sub-report runs independently based on its own schedule.

Report Delivery

• Reports are delivered via email

• Emails are sent from: info@zofiq.ai

• Delivery follows configured schedule for each report

• Main report and sub-reports send separately

Understanding Report Content

Each report is a summary of patterns, not a raw data export.

Typical sections include:

• A high-level summary of what changed

• Recurring themes across tickets

• Notable patterns or anomalies

• Operational observations

• Areas that may need attention

Configuration Options (Filtering and Data Scope)

Filters control what data is included in the report.

This is the most important part of configuring the Insights Agent.

Main Filters (Define Scope)

These determine the primary dataset:

• Board
  Limits analysis to a specific service board

• Status by Board
  Includes only specific statuses within a board

• Companies
  Includes only selected customers

• Excluded Companies
  Removes specific customers from the report

Advanced Filters (Refine Scope)

Once the main scope is defined, you can narrow it further:

• Ticket Type
  Focus on specific categories of work

• Team
  Limit to tickets handled by a specific team

• Sites
  Focus on a specific location within a company

• Company Types
  Include only certain classifications of customers

• Contact Types
  Focus on specific requester types

• Territories
  Limit analysis to certain operational regions

• Priorities
  Focus on high or low priority tickets

• Ticket Source
  Filter by where tickets originated

• Work Roles
  Refine analysis based on the work performed

How to Think About Configuration Filters

A simple way to approach this:

• Start broad (e.g., one board)

• Then narrow down (e.g., high priority tickets only)

• Then refine further if needed (e.g., specific team or customer)

Each filter reduces the dataset and makes the report more targeted.

Data Lookback

The Insights Agent uses a fixed 7 day lookback window for all reports.

Every report analyzes ticket activity from the previous seven days relative to when it runs.

The lookback period does not change based on report frequency. Daily, weekly, and bi weekly reports all evaluate the most recent seven days of data.

What This Agent Can Change

The Insights Agent is read only.

It does not:

• Modify tickets

• Update fields

• Trigger workflows

• Write data back to your PSA

All outputs are informational only delivered only in report format to the preidentified users' emails.

Example Report Content

Insights Agent reports summarize patterns and trends observed during the reporting window. The exact content varies based on your data, configurations, and environment.

Reports may include:

• A brief executive level summary of notable trends

• Grouped themes or patterns observed across tickets

• High level impact and recommended areas of focus

• Key operational or business metrics worth monitoring

• A concise summary suitable for leadership review

Reports are designed to highlight what changed/happened and why it matters, rather than list raw ticket data.

If you have any other questions or concerns you can reach out to support@zofiq.ai