Insights

Documentation Index

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Insights surfaces trends, anomalies, and opportunities that might not be immediately obvious from raw metrics.

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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

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Types of Insights

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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.

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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.

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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.

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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.

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Viewing Insights

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Insight Details

Each insight includes:

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Acting on Insights

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Accept

Take the suggested action:

1. Click Accept
2. Follow the recommendation
3. Insight is marked as addressed

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Dismiss

Mark as not relevant:

1. Click Dismiss
2. Optionally add a reason
3. Insight won’t reappear

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Save for Later

Keep for future review:

1. Click Save for Later
2. Insight moves to saved list
3. Review when you have time

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Insight Categories

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Volume Insights

• Unusual spikes or drops
• Trending topics
• Seasonal patterns

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Performance Insights

• Resolution rate changes
• Escalation trends
• Response time issues

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Quality Insights

• Knowledge gaps
• Agent behavior patterns
• Customer satisfaction trends

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Operational Insights

• Deployment performance comparison
• Channel-specific patterns
• Time-of-day patterns

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Insight Refresh

Insights are refreshed regularly:

• New insights generated as data changes
• Outdated insights expire
• Check back periodically for fresh observations

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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

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Next Steps