Insights
See what's working — and what's not.
Real-time dashboards for resolution rate, CSAT, handle time, escalation reasons, and knowledge gaps. Understand your AI agents' performance and continuously improve.
Dashboards
Operational intelligence for CX teams.
Every conversation produces data. Insights turns that data into decisions — from staffing to KB improvements to channel strategy.
Resolution Analytics
- Track AI resolution rate vs human-assisted vs escalated
- Breakdown by channel, topic, and time of day
- Identify the intents AI handles best — and worst
Customer Satisfaction
- CSAT and sentiment scoring for every conversation
- Compare AI-handled vs human-handled satisfaction
- Early warning alerts when CSAT drops below threshold
Knowledge Gaps
- Surface questions your KB can't answer yet
- Rank gaps by frequency and customer impact
- Feed directly into your content team's backlog
Advanced
Go deeper when you need to.
Conversation Trends
- Spot emerging issues before they become support spikes
- Seasonal and event-driven pattern detection
- Exportable reports for leadership review
Escalation Analysis
- Understand why conversations escalate to humans
- Track escalation rate by intent, agent, and channel
- Actionable recommendations to reduce escalation