AI Agent Insights

See how your AI agent handles customer conversations, what it resolves, and what needs your attention.

How to get there: Click Insights in the top menu. Make sure AI agent is selected in the toggle.

Result summary

At the top you see a headline showing how many customer requests your agent resolved. Below that:

  • Conversations in the selected period.
  • Contacts captured through lead flows or conversation details.
  • Appointments booked through calendar integrations.
  • Handoffs where a human agent took over.

The resolution ring on the right shows the percentage of conversations that were resolved.

What to do next

Below the summary, you may see up to three recommendations based on your data:

  • Conversations needing attention links to conversations that were unresolved or handed off.
  • Knowledge gaps links to the Answer Quality page where you can improve weak answers.
  • Capture opportunities suggests adding a lead flow if conversations are not converting to contacts.

These recommendations appear only when the data supports them. They disappear when there is nothing actionable.

Activity chart

Shows conversations and handoffs over time. Use this to spot trends or unusual spikes.

The chart counts complete days only, so it stops at yesterday and says so underneath ("Complete days through ..."). Today is still running, so a bar for it would always look like a sudden drop. The numbers above the chart do count today. Pick the period "Today" when you want to see today on its own.

Outcomes

A breakdown of conversation resolution:

  • Resolved means the customer's request was fulfilled.
  • Unresolved means the request was not completed.
  • Handed off means a human agent took over.
  • Not classified means there was not enough evidence to determine the outcome.

Resolution is determined by the AI during conversation post-processing. A confirmed booking or completed task counts as strong evidence for resolved. Escalation to a human is always handed off.

Activity by channel

Shows how conversations are distributed across Website, WhatsApp, Email, and other channels. For each channel you can see conversations, AI replies, AI-only conversations (handled without human help), and handoffs.

Website outcomes

If your agent handles website conversations, this section shows which pages produced the most conversations, contacts, and deals. Click "View website analytics" for the full page-level breakdown.

Lower sections

  • Work completed shows appointments booked and contacts captured by the agent.
  • What customers asked about shows the most common conversation topics.
  • Outside 09:00-17:00 shows how many conversations happened outside business hours.