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Where the Analytics overview covers volume and cost, Agent Insights analyzes the content of an agent’s conversations to tell you what users ask about, how they feel, and what drives satisfaction — computed automatically, no tagging required.

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What you get

CSAT

An estimated customer-satisfaction score over a time window, trended over time.

Topics & sub-topics

The themes users bring up, ranked by volume, with drill-down into sub-topics.

Sentiment

Sentiment across conversations and how it moves over time.

Rating drivers

What correlates with high vs. low satisfaction — the levers to act on.

Conversation funnel

How conversations progress and where they drop off.

Highlights

Automatically surfaced notable conversations and patterns worth a look.

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Filtering & drill-down

Every metric can be scoped by:
  • Time window — the last N days.
  • Deployment — narrow to a single channel (e.g. the Slack deployment vs. the web widget).
  • Message length — short / medium / long, to separate quick pings from substantive chats.
From any topic, driver, or sub-topic you can drill down into the underlying conversations to read exactly what users said.
Insights are computed asynchronously as conversations accumulate. A brand-new agent shows a “warming up” state until there’s enough data — check the bootstrap status if a dashboard looks empty.

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Access it programmatically

The same dashboards are available over the API and SDK, so you can pull insights into your own reporting:

Insights in the SDK

client.insights.top_topics(...), .csat_score(...), .sentiment_over_time(...), and more.

Insights API

The REST endpoints under /v1/agents/{id}/insights/*.