What is the Context Engine?
Context Engine is the company-context layer that flavours evaluagent's AI features so they reflect your business — your industry, your region, and what you're trying to achieve — rather than scoring conversations in a vacuum.
What is the Context Engine?
Every organisation works in a different world. The language your customers use, the regulations you follow, and the goals you measure against are shaped by who you are and where you operate.
Context Engine lets you tell evaluagent's AI about that world. You add a small set of details about your business once, and the AI uses them whenever it analyses a conversation.
Context Engine has two parts:
Company Information — your industry, region, and business objectives
Knowledge Vault — internal documents (policies, procedures, guidelines) that give the AI deeper reference material to draw on
You'll find Context Engine under Analytics > Context Engine.
Why it matters
Without context, AI assesses every conversation against a generic baseline. That gets you generic results.
With context, AI knows what good looks like for you. A few things that change once Context Engine is set up:
Auto-QA scoring reflects your industry standards and the things you actually care about
Sentiment analysis interprets tone within the norms of your sector and region
AI summaries highlight what matters to your business, not just what's loud
Spotlight prioritises insights against your stated objectives
xNPS predictions account for your industry's benchmarks
Knowledge Vault takes it further. Upload your call handling procedures, vulnerability policy, or product playbook and the AI can check whether agents followed the steps you actually defined — not what it guesses they should have followed.
What you fill in
In Company Information, you complete three short fields:
Field | What to enter |
Industry | Your primary sector (e.g. Financial Services, Healthcare, Telecoms) |
Region | Where you operate (e.g. UK and Europe, North America) |
Business Objectives | Your key goals for customer interactions (e.g. prioritise compliance with FCA regulations, reduce repeat contacts, improve first call resolution) |
All three are optional. You can fill in as much or as little as is relevant. Be specific where you can — vague objectives get vague results.
In Knowledge Vault, you upload documents the AI can reference (PDF, Word, plain text, and CSV are supported). Tag them so they're easy to manage as the library grows.
Required Feature Flags
Feature Flag | Description |
Context Engine | Enables the Context Engine page, including Company Information and Knowledge Vault |
No specific user permission is required. Anyone with access to Analytics can view and edit Context Engine settings.
How to find it
Go to Analytics > Context Engine. You'll see two tabs: Company Information and Knowledge Vault.
For step-by-step setup, see:
How do I add my business context to analytics? — Configuring Company Information
Use Spotlight for Root Cause Insights — One of the AI features Context Engine shapes