Administration

Comprehensive tools for managing the AGO platform

The Administration section provides comprehensive tools and features for managing the AGO platform, including platform configuration, user management, admin tools, and analytics.

Overview

As an administrator, you have access to powerful tools to:

• Configure platform-wide settings
• Manage users and organizations
• Monitor system performance and usage
• Analyze user behavior and agent effectiveness
• Maintain knowledge bases and documentation

Navigating the admin interface

The left sidebar is the main menu for the admin area. Menu items are grouped into two sections so you can find pages by name:

• Activity — your day-to-day views: chat history, dashboard, feedbacks, and tickets.
• Configuration — setup and management: knowledge, data, AI Studio, and settings.

By default each item shows its name next to its icon. Click a name to open that page.

Use the pin button in the top-right corner to keep the menu open, or unpin it to collapse the menu to icons and free up space — useful when a section such as Knowledge or Settings opens its own sub-menu next to it. When the menu is collapsed, move your cursor over the icons to bring the names back. You can also press Cmd + . (Mac) or Ctrl + . (Windows). Your choice is saved in your browser.

Administration Sections

Platform Configuration

Configure core platform settings and features:

Default Config Feature

Manage global platform configuration settings that apply across your organization.

Topics Covered:

• Platform-wide settings
• Feature toggles
• Default behaviors
• System parameters

Widget Configuration Admin

Configure the AGO chat widget for your website or application.

Topics Covered:

• Widget appearance and styling
• Behavior customization
• Integration options
• Metadata communication

Organization Management

Manage multiple organizations within your AGO instance.

Topics Covered:

• Organization creation and setup
• Multi-tenant configuration
• Organization-specific settings
• Tenant isolation

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User Management

Manage users, roles, and access control:

Admin User Management

Create, edit, and manage user accounts across your organization.

Topics Covered:

• User creation and provisioning
• User profile management
• Bulk user operations
• User deactivation and deletion

User Roles:

• Staff: Full admin access to all platform features
• Reviewer: Can review and evaluate conversations
• Viewer: Read-only access — can view conversations, dashboard, and documents, and edit feedback. No configuration access.

Team Management

Organize admin users into teams for easier management. Create teams, add or remove members, and view team composition from Settings > User Management.

Account Manager Feature

Assign account managers to oversee specific organizations or user groups.

Topics Covered:

• Account manager roles
• Organization assignment
• Delegation of admin tasks
• Limited admin permissions

Impersonate Users

Temporarily access the platform as another user for troubleshooting and support.

Topics Covered:

• Impersonation process
• Use cases and best practices
• Security considerations
• Audit logging

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Admin Tools

Specialized tools for platform maintenance and management:

Document Editor

Create and edit knowledge base documents directly in the admin interface.

Topics Covered:

• Visual document editor
• Markdown support
• Document metadata
• Publishing workflow

Admin Chat History Filters

Advanced filtering and search capabilities for conversation history.

Topics Covered:

• Filter conversations by criteria
• Search through message content
• Export conversation data
• User and agent filtering

AI Debugger

Investigate and troubleshoot agent responses by analyzing similarity search results and conversation behavior.

Topics Covered:

• Similarity search debugging
• Conversation-level analysis
• Document improvement suggestions

Automation Triggers

Create event-based automation rules that fire when conditions are met (e.g. ticket created with high priority).

Topics Covered:

• Trigger conditions and actions
• Event-based workflows
• Execution logs

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Analytics

Monitor platform usage and performance:

User Analytics Dashboard

Comprehensive analytics on user behavior and platform usage.

Topics Covered:

• User engagement metrics
• Conversation volumes
• Popular topics and questions
• User satisfaction scores

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Key Administrative Tasks

Initial Setup

1. Platform Configuration

   • Set up default configuration
   • Configure organization settings
   • Enable/disable features
   • Set system parameters

2. User Provisioning

   • Create admin accounts
   • Set up user groups
   • Configure permissions
   • Import existing users

3. Knowledge Base Setup

   • Connect knowledge sources
   • Configure agents
   • Test knowledge retrieval
   • Verify accuracy

Ongoing Management

Daily Tasks

• Monitor conversation quality
• Review user feedback
• Check system health
• Address support tickets

Weekly Tasks

• Analyze usage metrics
• Review agent performance
• Update knowledge base content
• User access audits

Monthly Tasks

• Generate usage reports
• Review security logs
• Update configurations
• Plan feature rollouts

User Lifecycle Management

Onboarding:

1. Create user account
2. Assign to organization
3. Set permissions and roles
4. Grant agent access
5. Provide training materials

Ongoing Support:

1. Monitor user activity
2. Respond to support requests
3. Update permissions as needed
4. Track user satisfaction

Offboarding:

1. Deactivate user account
2. Transfer ownership of conversations
3. Archive user data
4. Remove access permissions

Best Practices

Security and Compliance

Access Control:

• Follow principle of least privilege
• Regular permission audits
• Strong password policies
• Multi-factor authentication

Data Protection:

• Encrypt sensitive data
• Regular backups
• Data retention policies
• GDPR compliance

Audit Logging:

• Track all admin actions
• Monitor privileged access
• Review logs regularly
• Investigate anomalies

Platform Optimization

Performance:

• Monitor response times
• Optimize knowledge base
• Scale resources appropriately
• Cache frequently accessed data

Quality:

• Regular content reviews
• Agent performance testing
• User satisfaction surveys
• Continuous improvement

Cost Management:

• Monitor API usage
• Optimize LLM calls
• Track storage costs
• Right-size infrastructure

User Experience

Clear Communication:

• Notify users of changes
• Provide documentation
• Offer training sessions
• Maintain help resources

Responsive Support:

• Quick issue resolution
• Proactive monitoring
• User feedback loops
• Regular check-ins

Administrative Workflows

Managing Organizations

Create Organization → Configure Settings → Add Users → Assign Agents → Monitor Usage

Steps:

1. Create organization in admin panel
2. Configure organization-specific settings
3. Add or import users
4. Assign appropriate agents
5. Set up knowledge sources
6. Monitor and optimize

Knowledge Base Updates

Identify Gap → Create/Update Content → Review → Publish → Monitor Impact

Steps:

1. Identify knowledge gaps from analytics
2. Create or update documentation
3. Review for accuracy and completeness
4. Publish to knowledge base
5. Monitor question answering improvement

User Issue Resolution

Report → Investigate → Impersonate (if needed) → Resolve → Follow-up

Steps:

1. Receive user report or detect issue
2. Investigate using admin tools
3. Impersonate user if needed to reproduce
4. Resolve the issue
5. Follow up to confirm resolution

Monitoring and Reporting

Key Metrics to Track

Usage Metrics:

• Active users (daily, weekly, monthly)
• Conversation volume
• Average conversations per user
• Peak usage times

Quality Metrics:

• User satisfaction scores
• Thumbs up/down ratio
• Human escalation rate
• Response accuracy

Performance Metrics:

• Average response time
• API latency
• Error rates
• System uptime

Business Metrics:

• Support ticket reduction
• Time saved per user
• Knowledge base ROI
• User adoption rate

Reporting

Standard Reports:

• Weekly usage summary
• Monthly performance report
• Quarterly business review
• Annual trends analysis

Custom Reports:

• Agent-specific metrics
• Organization comparisons
• Feature adoption
• Cost analysis

Troubleshooting

Common Administrative Issues

User Access Problems:

• Verify user account is active
• Check permission assignments
• Review organization membership
• Test authentication flow

Performance Issues:

• Monitor system resources
• Check knowledge base indexing
• Review API rate limits
• Optimize slow queries

Data Sync Issues:

• Verify connector credentials
• Check sync schedules
• Review error logs
• Test connectivity

Configuration Problems:

• Validate configuration syntax
• Check for conflicts
• Review recent changes
• Test in staging first

Support Resources

• Documentation: Comprehensive guides for all admin features
• Best Practices: Proven approaches for common scenarios
• Community: Connect with other AGO administrators
• Support: Contact AGO support for technical assistance