Insights
Analytics across chat, voice, the calling floor, SMS, agent ratings, and surveys.
Insights is every analytics screen in one section: chat widgets, AI calls, the human calling floor, SMS spend, agent ratings, and post-chat surveys. The sidebar section is Insights.
The section is hidden from agents. Most tabs are visible to owners, admins, and editors; Call Centre is the one supervisors can see, and Agent Analytics is for supervisors and owners.
Step 1 — Set the date range once#
Nearly every tab shares one Date Range control at the top: two date pickers with to between them. It defaults to the last 30 days ending today, and there are no preset buttons — you type or pick the dates.
Change it once and it carries across Overview, Widget Analytics, Calls, Call Widgets, Call Centre, SMS, and Survey Responses. Two tabs ignore it: Monthly Insights has its own month and year pickers, and Agent Ratings is all-time.
Overview gives you the top line for that range: Total Widgets, Total Sessions, Active Users, Total Messages, a Trends Over Time chart, and Widget Performance per widget.
Step 2 — Look at one chat widget#
Go to Widget Analytics and pick a widget from the Select Widget grid.
You get Total Sessions, Total Messages, Avg Duration, and Satisfaction, then Messages by Day, Top Intents, Device Breakdown, and Location Breakdown.
Top Intents is the one to read first. It tells you what people are actually asking, which is the best guide to what your knowledge base is missing.
Step 3 — Look at your calls#
Calls Overview covers every call in the range — AI and human, inbound and outbound.
Tiles: Total Call Widgets, Total Calls (with completed and failed underneath), Total Duration, Unique Callers, Incoming Calls, Outgoing Calls. Below those, Calls Over Time, Talk Time (minutes), Call Widget Performance, and donuts for Status Breakdown, Sentiment, and Provider Breakdown.
For one specific voice agent, use Call Widget Analytics and pick it from Select Call Widget.
Step 4 — Check the calling floor#
Call Centre is the only tab about humans dialling, and the only one counted in your organization's timezone rather than UTC. It needs a call-centre phone number on the workspace to show anything.
The numbers to watch: Connect rate, Wrap-up filed, and Speed to lead — which buckets leads into Within five minutes, Within an hour, Within a day, and Never rung. That last bucket is usually the most actionable figure in the whole section.
By rep is a sortable table with each rep's dials, connect rate, talk time, wins, and percentage of target.
Step 5 — Read what customers said#
Two tabs cover feedback.
Survey Responses shows post-chat surveys with Total responses, Average CSAT out of 5, NPS, and an AI vs agent split. You can filter to All channels, AI-only chats, or Agent-resolved chats.
Agent Ratings shows how customers rated your people. It is all-time and ignores the date range.
Step 6 — Get the monthly write-up#
Monthly Insights takes a month and year rather than a date range, and gives you sentiment breakdowns, top chat keywords and topics, and top call intents, each with a month-over-month delta.
If your workspace has scheduled reports switched on in Setup, a version of this is also emailed on the first of each month.
Where to go next#
- Every metric, exactly how it is calculated, and every role gate: Insights manual
- Why a number here differs from the one on your Dashboard
- Call Centre for the floor these figures describe
There is no CSV, Excel, or PDF export anywhere in Insights. If you need the underlying rows, export from the source — leads from Call Centre, or rows from a data collection in Audience.