Insights Overview

The Insights section helps you understand what contacts are asking, how your AI is performing, and where you can improve. Everything is presented in a unified dashboard with key metrics, charts, and quick links.

What Are Insights?

Insights turns conversation data into actionable intelligence:

Dashboard - Unified view of ROI, performance metrics, and signal distribution
Rundowns - AI-generated summaries with actionable recommendations

Why Insights Matter

Improve Your AI

Identify where your AI struggles:

Questions without good answers
Topics needing more content
Frequent escalations

Understand Contacts

Learn what contacts care about:

Most common questions
Pain points and frustrations
Product feature requests

Measure Success

Track support quality:

Resolution rates
Response accuracy
Contact satisfaction

The Insights Dashboard

Navigate to Insights in the sidebar to view the unified dashboard.

Date Filter

At the top, select your time period:

Last 7 days - Recent activity
Last 30 days - Default view
Last 90 days - Quarterly trends
Custom range - Pick specific dates

ROI Metrics

Five key cards showing value delivered:

Metric	Description
Tickets Deflected	Conversations resolved by AI without human intervention
Cost Saved	Estimated savings based on ticket cost (default $15/ticket)
Resolution Rate	Percentage of issues fully resolved
Deflection Rate	Percentage not requiring human support
Total Conversations	Number of chat sessions with signals applied

Alerts & Trends Panel

When significant changes occur, an alert panel appears:

Signals trending up or down
Pending actions from rundowns
Notable changes requiring attention

Click any alert to investigate further.

Signal Distribution

A bar chart showing what topics contacts ask about:

Click any signal to view related conversations
Trend indicators show if signals are rising or falling
Bars are sized relative to each other

Signals are configured in the Training section.

Configure Signals →

A donut chart showing the proportion of each signal:

Visual breakdown of topic distribution
Click to drill into specific signals
Legend shows percentages

Agent Performance

A table comparing your AI agents (personas):

Column	Description
Agent	Persona name and type
Conversations	Total handled in period
Resolution Rate	Percentage resolved without escalation
Escalation Rate	Percentage requiring human help
Satisfaction	Contact feedback score
Avg Duration	Average conversation length

Color coding indicates performance (green = good, amber = moderate, red = needs attention).

Quick Links

At the bottom, quick access to:

Rundowns - AI-generated summaries
Signals - Configure topic tracking
View Chats - Browse conversations

Key Metrics Explained

ROI Metrics

Metric	Calculation
Tickets Deflected	Resolved conversations × deflection rate
Cost Saved	Deflected tickets × cost per ticket
Resolution Rate	Resolved ÷ Total conversations
Deflection Rate	(Total - Escalated) ÷ Total