NEXT Web - NextIQ Overview

Overview

NextIQ is an advanced AI assistance tool built into NEXT that helps agents and supervisors work more efficiently through a conversational interface. NextIQ can assist with the following:

• Ticket & Account Management: Summaries of ticket details, account statuses, and relevant support history.

• Performance Monitoring: Key metrics and performance trends to help track progress.

• Call Management: Interaction data including call details and status.

• Guidance: Knowledge base access to help resolve customer issues more efficiently.

Before You Begin

• You must be signed in to NEXT with an active account.

Accessing NextIQ

To access NextIQ, complete the following steps:

1. Sign in to NEXT.

2. Click the Ask NextIQ button.

The NextIQ Screen

The NextIQ screen has two main areas:

• Left panel — Your chats: A list of all your past conversations with NextIQ. If you have no previous chats, the following message is displayed: No Chats Yet. Start a new conversation to get AI-powered insights and recommendations.

• Centre — Text box: The main input area where you interact with NextIQ.

Managing Your Chats

Starting a New Chat

To start a new chat, click the + sign next to Your chats in the left panel.

NOTE: If you have no chats, start typing directly in the centre text box, the + sign is not visible. After sending a first message, you can rename the chat.

Renaming a Chat

To rename a chat, complete the following steps:

1. In the Your chats panel, hover over the chat you want to rename.

2. Click the vertical ellipsis (⋮) that appears.

3. Click Rename.

4. In the Rename chat window, enter the new name.

5. Click Save.

Deleting a Chat

To delete a chat, complete the following steps:

1. In the Your chats panel, hover over the chat you want to delete.

2. Click the vertical ellipsis (⋮) that appears.

3. Click Delete.

4. The Delete chat window appears confirming the chat will be deleted and that this action cannot be undone.

5. Click Delete to confirm.

Using the Text Box

In the text box, you can:

• Ask any question

• Write a prompt

Exiting NextIQ

To exit NextIQ, click the X button.