Using the Insights Dashboard
The Insights tab surfaces AI-generated patterns across all evaluated interactions. Unlike Metrics (which shows aggregate numbers), Insights tells you what is happening and why.
Insights can be filtered by agent (via dropdown) and date range (same presets as the Audit tab).
6.1 Five Insight Categories
Agent Performance:
| Category | What It Surfaces |
|---|---|
| Top Strengths | Positive agent behaviors identified across interactions |
| Opportunities | Areas needing improvement, with coaching recommendations |
Product Insights:
| Category | What It Surfaces |
|---|---|
| Product Bugs | Technical issues surfaced from customer conversations |
| Product Feedback | Feature requests and suggestions mentioned by customers |
Competitor Insights:
| Category | What It Surfaces |
|---|---|
| Competitors | References to competitors in customer calls |
6.2 Each Insight Contains
| Column | Description |
|---|---|
| Driver | High-level behavioral topic with instance count (e.g., "Information verification") |
| Category | Sub-category within the driver (e.g., "Active listening") |
| Verbatim examples | Representative transcript snippets. The first verbatim is shown by default; click to expand for additional examples. |
| Instances | A button showing the total count that opens the detail drawer |
6.3 Insight Thresholds
Not all insights are displayed. The system applies minimum thresholds to surface only meaningful patterns:
Agent Performance insights (Strengths and Opportunities):
| Scope | Minimum Count Required |
|---|---|
| Single agent | >= 2 instances |
| Team (all agents) | >= 3 instances |
Product insights (Bugs and Feedback): Shown if the insight is in the top 20% by count OR has a count >= 5.
Competitor Mentions: All mentions are displayed (count >= 1).
6.4 Viewing Insight Details
Click the Instances button on any insight row to open a detail drawer showing:
| Detail | Description |
|---|---|
| Summary | The driver name with category badge and total instance count |
| Matching instances | Individual instance cards, each showing the UCID (linked to the Audit tab), justification, and source verbatims in an expandable accordion |
6.5 Using Insights Effectively
| Category | How to Use It |
|---|---|
| Top Strengths | Share with teams for positive reinforcement. Document best practices. |
| Opportunities | Build targeted coaching plans. Prioritize by count -- higher counts = more widespread issues. |
| Product Bugs | Route to engineering and product teams. These are real customer pain points. |
| Product Feedback | Forward to product management as voice-of-customer data. |
| Competitors | Share with strategy and marketing. Track which competitors are mentioned most. |