# Dixa MCP for AI Agents MCP

> Dixa MCP gives your AI agent full visibility into customer support operations. It lets you monitor live conversations across multiple channels, check real-time agent availability, and track which service queues need attention. You get a single pane of glass for managing entire support teams and understanding where customer issues are getting stuck.

## Overview
- **Category:** customer-support
- **Price:** Free
- **Tags:** omnichannel-support, customer-experience, agent-performance, service-queues, conversation-tracking, helpdesk

## Description

You can connect the Dixa platform directly to your AI workflow using this MCP. Instead of logging into separate dashboards to check on staff or tickets, your agent handles it all in one conversation. It lets you pull detailed data on every customer interaction—from initial contact through resolution—and know exactly who is working on what and how fast. You can monitor the health of your entire support operation: checking queue volumes, verifying which agents are available right now, and seeing team assignments across the whole company.

This capability lets you move beyond simple ticketing. It gives your agent operational insight into your customer experience. Through Vinkius, this MCP acts as a central hub, making complex tasks like auditing agent performance or listing every open ticket something that happens instantly in chat, not over three different tabs.

## Tools

### get_service_account_metadata
Retrieves usage limits and general metadata for your Dixa account.

### get_agent_profile
Gets detailed performance data and profile information for a single support agent.

### get_conversation_details
Retrieves comprehensive details about one specific customer conversation, including history and status.

### quick_agent_presence_audit
Provides a quick, high-level snapshot of the current availability status for all agents.

### list_service_agents
Generates a list of every support agent registered within your Dixa organization.

### list_customer_conversations
Lists all customer service conversations recorded in your account over time.

### list_open_support_tickets
Identifies and lists specific conversations that are currently marked as 'Open' or 'Unassigned'.

### list_service_queues
Lists all the active support queues set up within your Dixa system.

### list_support_teams
Provides a list of every configured support team and which members belong to it.

### search_conversations_by_subject
Searches for relevant conversations by using keywords found in the subject line.

## Prompt Examples

**Prompt:** 
```
I need a full list of all agents in the billing team, and I want to know who is available right now.
```

**Response:** 
```
**🔍 Agent Status Report: Billing Team**

The following 4 members are currently 'Available' for chats:
*   Alice Johnson (ID: AJ-901)
*   Marcus Chen (ID: MC-332)
*   Sarah Lee (ID: SL-550)
*   Raj Patel (ID: RP-119)

**Team Breakdown:**
*   Total Team Members: 12
*   Available: 4
*   Away/Offline: 8

*You can use this data to route new high-priority tickets instantly.*
```

**Prompt:** 
```
Show me the details on conversation '9003'. It's about a payment failure.
```

**Response:** 
```
**💬 Conversation Details: ID 9003**

*   **Subject:** Payment Failure - Card Declined
*   **Status:** Open / Needs Review
*   **Assigned Agent:** Jane Doe (ID: JD-901)
*   **Creation Date:** 2 hours ago via Web Chat
*   **Last Update:** 5 minutes ago.

The chat history shows three attempts to resolve the issue. The last message was from the customer confirming they would try a different card tomorrow.
```

**Prompt:** 
```
What are all the active support queues and which ones have tickets waiting?
```

**Response:** 
```
**📊 Service Queue Audit**

| Queue Name | Purpose | Open Tickets | Status |
| :--- | :--- | :---: | :---: |
| Billing Inquiries | Card issues, charges | 14 | **High** |
| Feature Request | Suggestions/Feedback | 3 | Low |
| General Support | Initial contact triage | 29 | Critical |

Please prioritize the 'General Support' queue. It has the highest volume.
```

## Capabilities

### Monitor live conversations
Retrieve full details and current statuses for specific customer service chats.

### Check agent availability
Get a high-level summary of which support agents are currently online or away.

### Identify open tickets
Find all conversations that are stuck in an 'Open' or unassigned status, signaling immediate action is needed.

### Audit support queues and teams
List all configured service queues and map out the full structure of your internal support teams and their members.

### Review agent performance data
Fetch comprehensive profile details and performance metrics for any specific team member.

## Use Cases

### A critical outage requires immediate staffing
The Ops Lead asks their agent: 'Who's available in the billing queue right now?' The agent runs `quick_agent_presence_audit` and reports back that three agents are available, allowing the lead to immediately redirect work. This prevents service slowdowns when you need it most.

### Auditing a recent support issue
A Support Manager needs background on customer 'X'. They prompt their agent with: 'Show me everything about conversation ID 9876.' The agent uses `get_conversation_details` and summarizes the entire chat history, identifying key moments that led to the current problem.

### Restructuring a support department
The Director needs to verify team membership. They prompt: 'List all teams and who is assigned.' The agent executes `list_support_teams` and provides an accurate breakdown of every member in the organization, saving hours of manual spreadsheet cross-referencing.

### Checking for neglected tickets
At the end of the day, a team lead asks: 'What conversations haven't been touched today?' The agent runs `list_open_support_tickets` and gives a list of high-priority cases that are currently unassigned or stalled.

## Benefits

- Instantly assess team capacity. Instead of manually checking dashboards, use the `quick_agent_presence_audit` tool to get a real-time status of every available agent.
- Reduce response time by finding stuck tickets. The ability to call `list_open_support_tickets` lets your agent pinpoint exactly which conversations need immediate human attention.
- Understand team structure instantly. Use `list_support_teams` and `list_service_agents` together to map out who belongs where, making shift management simple.
- Deep conversation analysis. By calling `get_conversation_details`, you get the full story on any customer chat without needing to navigate through old email threads or ticket views.
- Operational oversight. You can check all active service queues using `list_service_queues` and understand exactly how your support workload is routed.

## How It Works

The bottom line is your AI client treats Dixa operational data like native knowledge, letting you query complex support metrics using simple conversation prompts.

1. First, connect the Dixa MCP to your AI client and authorize it using your API token.
2. Next, tell your agent exactly what you need—for example, 'What's going on with our open support queues?'
3. Your agent executes the necessary calls, gathering real-time data on tickets, agents, or teams and presenting a concise summary back to you.

## Frequently Asked Questions

**How does Dixa MCP help me manage my support team's daily workload?**
Dixa MCP gives you a centralized view of your entire operation. You can check agent availability and monitor queue backlogs in real time, ensuring that work is always routed to an available person quickly.

**Can I use Dixa MCP to find conversations from last month?**
Yes. The MCP allows you to list all customer conversations across various dates and channels. You can even search for specific issues by keywords in the subject line, making old data easy to retrieve.

**Is Dixa MCP good for finding tickets that are stuck or forgotten?**
Absolutely. It lets you run a dedicated check for open or unassigned support tickets. This is perfect for proactively flagging cases that have been sitting in the queue too long.

**How do I use Dixa MCP to see my agents' performance?**
You can pull detailed profiles and metrics for specific agents. This helps you track everything from their response time to overall ticket volume, making team coaching much more data-driven.

**What kind of reporting can I get with Dixa MCP?**
The system handles complex operational reporting by listing all configured support teams and the specific members assigned to them. It gives you a complete structural map of your entire department.