Is the module tenant-isolated?

Yes. Every query is automatically scoped to your account. Sessions, responses, custom questions, and summaries all stay private to your team. Cross-account access returns empty.

Discovery Tool — Architect-Style Contact Center Assessment with AI-Powered Reports

Guide customers through a 9-category contact center assessment (Business Foundation → Implementation Requirements). Generate AI-powered Project Plans, Technical Architecture, Resource Estimates, Executive Summaries, Gap Analyses, Risk Assessments, and Implementation Roadmaps from a single session.

Free module · 9 categories · 8 AI report types

Walk customers through structured discovery, then turn their answers into Project Plans, Technical Architectures, Executive Summaries, Gap Analyses, Risk Assessments, and Implementation Roadmaps with one click.

What's in the box

9 discovery categories

Business Foundation, Current Environment, Technical Infrastructure, IVR & Routing, Workforce & Quality, Reporting & Analytics, Compliance & Security, Migration Planning, Integration Requirements. Master library seeded; tenants extend via per-tenant customizations.

8 AI report purposes

Project Planning, Technical Architecture, Resource & Cost Estimation, Requirements Analysis, Executive Summary, Gap Analysis, Risk Assessment, Implementation Roadmap. Each uses a purpose-tuned Claude prompt for the role of the consuming reader.

CRM-linked sessions

Sessions can link to a customer in your CRM (CRM mode) or use free-text client names (external-prospect / consulting mode). Both modes coexist transparently.

Per-tenant customization

Override the master library with custom questions, dependencies, scoring rules, validation. Full versioning so older sessions stay reproducible. Engine reads tenant overrides first, falls back to master.

Conditional questions

Question dependencies (equals / not_equals / contains / greater_than / is_answered) so follow-up detail only surfaces when relevant. Keep the discovery flow tight without losing depth.

Tenant isolation + audit

Every query is automatically scoped to your account. Cross-account access returns empty. Admin overview surfaces per-tenant rollups for support oversight.

Setup steps

Apply the schema migration. A system administrator visits the migration page and clicks Apply schema. Safe to re-run anytime.
Verify state. Open /admin/view-discovery-state.php — every Discovery-active tenant should appear in the rollup.
Customize questions (optional). Tenant admin opens /tenant-admin/discovery-questions.php to add tenant-specific questions, dependencies, scoring rules.
Configure Claude API (optional). Tenant admin → Settings → LLM. Without it, you can still export raw discovery markdown.
Run a session. Open a customer profile in CRM → Discovery tab. Or create an external-prospect session via the tenant dashboard.
Generate the AI report. Tenant admin → Discovery Tool → click the AI Report button on any session row → pick a purpose → done.

FAQ

What's the Discovery Tool for?

Architect-style contact center assessment. Walk customers through 9 structured categories then generate AI-powered implementation reports from their answers. Designed for NICE CXone implementations but works for any contact center platform discovery.

What AI reports can it generate?

Eight purpose-tuned exports: Project Planning, Technical Architecture, Resource & Cost Estimation, Requirements Analysis, Executive Summary, Gap Analysis, Risk Assessment, Implementation Roadmap.

Do sessions have to link to a CRM customer?

No. CRM mode (linked to a customer record) and external-prospect mode (free-text client name) both work. Use whichever fits the engagement.

Can tenants customize the questions?

Yes — full per-tenant override layer with versioning, dependencies, scoring, validation rules. Engine reads tenant overrides first, falls back to the master library.

What permissions are needed?

Agents: standard CRM access. Tenant admins: manage questions, view sessions, trigger AI exports. State viewer: system-admin only.

What happens if Claude API isn't configured?

The export page shows a Configure Claude API CTA. The engine still produces a discovery markdown bundle you can paste into any LLM you have access to.

Can multiple users work on the same session?

Yes. Any tenant user with Discovery access can answer any open question. created_by + updated_by per response track who did what. Progress percentage updates in real-time.

Is your data private to your team?

Yes — every query is automatically scoped to your account. Cross-account access returns empty.

Resources

Last updated: 2026-04-27.