Routers Mode - AI Processing Overview

Oversai offers two AI processing modes—Near Real-Time and Routers. This article focuses on Router Mode. For an overview of Near Real-Time, read this article: Real-time mode: AI Sync/Analysis Processes Overview

1) Near Real-Time Mode

Near Real-Time is designed to process a high volume—ideally close to 100%— of interactions, giving you an overall operational view rather than agent-level analysis.

2) Router Mode

Routers let you define a sampling strategy based on your configuration. This provides more flexibility to decide which interactions should be processed.

Configure a Router

When creating a router, configure the following:

Agent List
Select the agents whose interactions will be analyzed.
Sampling
Define how many interactions should be processed.
Filters
Apply filters to narrow down the interactions (e.g., closed or resolved).
Action Type
Choose depending on the AI products you have enabled:
- AI Metrics (you can select multiple metrics at once)
- AI Process
- AI Tagging
- AI Transcriptions

Note: Routers can only select one AI Process or one AI Tagging at a time. The exception is AI Metrics, where multiple metrics can be selected simultaneously.

Once a router is created, assignments are scheduled based on the defined frequency and executed a few minutes after assignment.

Recommendations

To ensure successful router execution:

Sufficient Interactions
Make sure your filters return enough interactions. Otherwise, the router may not be able to assign the desired number.
Relevant Filters
Verify that the filters include only the interactions you want—ideally with status closed or resolved—so the AI has enough data to evaluate.
Previously Processed Interactions
Interactions already processed will not be included again for the same AI product.
- Example: An interaction processed by AI Tagging cannot be reprocessed by another AI Tagging router.
- Exception: AI Process routers can reprocess interactions that were handled by a different AI Process.

Monitoring Router Execution

Track the progress of router assignments in the Assignments View:

General Overview Table
Shows the overall progress of all assignments.

Assignment Details
Displays interaction-level details, including status:
- Pending
- Completed
- Failed (with error details)

Possible Errors

Interaction Not Found — The interaction no longer exists in the system.
Interaction Already Processed — The interaction has already been processed by the same AI product.
AI Disabled — The AI product has been disabled.
AI Usage Limit Reached — The monthly limit for the AI product has been exceeded.
No Agent Comments — The interaction contains no agent comments.
Max Attempts Reached — The router attempted to process the interaction 5 times unsuccessfully.
Unknown Error — An unexpected issue occurred. Please contact support.

Credit Consumption

Near Real-Time Mode: Credits are allocated daily, per integration, and per product.
Router Mode: Credits are allocated monthly, per AI product.

Important:
Router credits are not limited daily, since usage depends on router configuration.
Once the monthly credit limit for an AI product is reached, all router assignments for that product will fail with the error:
AI usage limit reached.
Contact our support team if you need to increase your monthly credit limit.

Forecasting Interaction Volume

To help you plan credit usage, Oversai provides an interaction forecast based on your router configuration.

View this forecast directly from the Routers list.

Conclusion

Oversai offers two AI processing modes so you can choose what best fits your operational needs. Use Near Real-Time for broad coverage—often close to 100% of interactions. Choose Routers for targeted sampling by agent or segment, and to allocate specific credits to AI Processes, AI Tagging, or AI Metrics.

If you need help configuring routers, interpreting assignments, or planning credit usage, please reach out to your Account Manager—we’re here to help every step of the way!

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