What are Insights?
AI-analyzed observations about your support data:- Trending topics — Emerging issues or frequent questions
- Anomalies — Unusual patterns in volume or behavior
- Opportunities — Areas where performance could improve
Types of Insights
Trending Topics
Questions or issues appearing more frequently:“Password reset” questions increased 40% this week 127 conversations mentioned password issues, up from 91 last week. Suggested action: Check if there’s a product issue or add knowledge.
Volume Anomalies
Unusual spikes or drops in conversation volume:Support volume is 2x higher than normal today 450 conversations so far vs. typical 225 by this time. Suggested action: Investigate cause, scale resources if needed.
Performance Patterns
Observations about metric trends:Escalation rate for “billing” category has increased 15% over 2 weeks From 8% to 23% escalation rate. Suggested action: Review billing-related guardrails and knowledge.
Optimization Opportunities
Suggestions for improvement:25% of escalations mention “refund” — consider adding a refund policy article 45 escalations this week included refund-related keywords. Suggested action: Create knowledge or adjust agent behavior.
Viewing Insights
1
Navigate to Insights
Go to Analyze → Insights.
2
Browse Insights
View current insights sorted by importance.
3
Click for Details
Click any insight for more context and data.
Insight Details
Each insight includes:| Section | Content |
|---|---|
| Description | What was observed |
| Evidence | Data and charts supporting the insight |
| Impact | Why this matters |
| Suggested action | What you might do |
| Related runs | Conversations that contributed |
Acting on Insights
Accept
Take the suggested action:- Click Accept
- Follow the recommendation
- Insight is marked as addressed
Dismiss
Mark as not relevant:- Click Dismiss
- Optionally add a reason
- Insight won’t reappear
Save for Later
Keep for future review:- Click Save for Later
- Insight moves to saved list
- Review when you have time
Insight Categories
Volume Insights
- Unusual spikes or drops
- Trending topics
- Seasonal patterns
Performance Insights
- Resolution rate changes
- Escalation trends
- Response time issues
Quality Insights
- Knowledge gaps
- Agent behavior patterns
- Customer satisfaction trends
Operational Insights
- Deployment performance comparison
- Channel-specific patterns
- Time-of-day patterns
Insight Refresh
Insights are refreshed regularly:- New insights generated as data changes
- Outdated insights expire
- Check back periodically for fresh observations
Configuring Insights
Customize what insights you see:- Threshold sensitivity — How significant a change must be
- Focus areas — Which metrics to monitor
- Notification preferences — How to be alerted