Insights is your space for analyzing conversations and understanding what your users are talking about at scale.
Insights is your space for analyzing conversations and understanding what your users are talking about at scale.
Tabs in Insights
- Analytics — top-level conversation and message volume, channel and language breakdowns, time-of-day/day-of-week activity.
- Advanced — distribution over time for resolution, sentiment, AI-detected topics, custom topics, and link tracking.
- AI Insights — deeper aggregated views of sentiment, conversation outcome, topics, link tracking, Time to First Response, and CSAT.
- Article Usage — which Knowledge Base articles your AI Agent relies on most when answering, with usage trends and real conversation examples.
- Conversation Rating — end-of-chat feedback from users.
- Manage Topics — create and edit Topics you want to track.