Insights

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How Insights Work

• Conversation patterns
• Success/failure rates
• Customer sentiment
• Agent responses

• Trend identification
• Anomaly detection
• Improvement recommendations
• Predicted outcomes

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Insights Dashboard

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Performance Summary

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Key Insights

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Positive Trends

Lead capture rate improved 12% Since adding qualifying questions to the sales agent prompt, lead capture has increased from 38% to 43%. The specific change that helped was asking about timeline early in calls.

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Areas for Improvement

Support calls averaging 2 minutes longer than benchmark Support conversations are running 5:12 on average vs. 3:15 benchmark. Common pattern: agents spending time on issues that could be resolved with knowledge base updates. Recommendation: Add FAQ content for top 5 support topics.

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Anomalies Detected

Unusual drop in connect rate on Tuesdays Tuesday connect rates dropped 15% over the last 3 weeks. This correlates with a change in calling hours. Consider adjusting Tuesday schedule to match Monday/Wednesday patterns.

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Insight Categories

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Volume Insights

• Traffic patterns
• Peak hours
• Seasonal trends
• Campaign impact

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Quality Insights

• Score trends
• Category improvements
• Common issues
• Agent comparisons

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Conversion Insights

• Lead capture patterns
• Qualification rates
• Successful techniques
• Drop-off points

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Operational Insights

• Technical issues
• Response times
• Error rates
• System health

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Recommendations

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System Prompt Suggestions

Current Prompt Issue Agent often misses collecting company name early in calls. Suggested Addition After greeting, add: “May I ask what company you’re calling from? This helps me provide more relevant information.” Expected Impact +15% company name capture rate based on similar changes.

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Knowledge Base Gaps

Top Questions Without Good Answers

1. “What’s the lead time for custom orders?” (23 occurrences)
2. “Do you ship internationally?” (18 occurrences)
3. “What’s your return policy?” (15 occurrences)

Recommendation: Add FAQ content for these topics.

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Process Improvements

Opportunity: Callback Scheduling Currently, when callers can’t talk, agents say “call back anytime.” Suggestion: Offer to schedule a specific callback time using calendar integration. Similar companies see 40% higher return rate.

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Trend Analysis

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Pattern Detection

• “Mondays have 20% lower scores - agents may need refresher after weekend”
• “Calls after 4pm have higher abandon rate - consider adjusted staffing”
• “Product X inquiries convert 2x higher than average”

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Predictive Insights

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Forecasting

Next Month Projections
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Conversations:     ~4,800 (+10%)
Leads Expected:    ~2,100
Qualified Leads:   ~840
Meetings Booked:   ~168

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Risk Alerts

⚠️ Warning: Campaign exhaustion predicted

Current outbound list has 2,300 remaining contacts at 
current pace. List will be exhausted in ~12 days.

Action: Upload additional contacts or reduce pacing.

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Custom Insights

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Define Focus Areas

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Custom Metrics

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Insight Actions

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One-Click Improvements

• Update Prompt: Apply suggested prompt change
• Add Content: Create knowledge base article
• Adjust Schedule: Modify campaign timing
• Create Alert: Set up monitoring

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Share Insights

• Email summary
• Team chat notification
• PDF report

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Next Steps