| Insight area | What it covers |
|---|---|
| Executive Dashboard and Usage | Executive dashboard with KPIs, trend charts, outcome distribution, and ROI. Operational analytics with LLM performance, session/trace exploration, and billing-unit consumption reporting. |
| Performance and Quality | Per-agent quality scorecards with side-by-side comparison, status flagging, and quality trends. Aggregated quality health across five evaluation dimensions with trend analysis and issue flagging. |
| Customer Insights | Intent distribution, sentiment trajectory, frustration detection, and resolution tracking. End-user ratings and verbatim comments captured from chat sessions. |
| Voice Analytics | Call quality (MOS), ASR accuracy, end-to-end latency, barge-in, and DTMF fallback metrics for voice-enabled agents. |
| Agent Transfer | Efficiency, queue performance, and human-agent metrics for conversations escalated to human operators. |
| Analytics Pipelines | Built-in and custom analytics pipelines with a visual node-based editor for defining your own evaluation logic. |
Before You Begin
Confirm the following before working with Insights pages:- You must have at least Viewer-level access to the project.
- Agent Performance, Quality Monitor, and Customer Insights require analytics pipelines enabled in Settings. Without pipelines, these pages display a placeholder prompting you to enable them.
- Voice Analytics requires at least one voice channel deployment to generate data. Without a voice deployment, the page is empty.
- Dashboard KPI cards, such as Quality Score and Avg Sentiment, display a dash (–) until pipelines evaluate sufficient conversation data.