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The AI insights tab turns your analyzed calls into trends. It shows how customers feel, which calls get resolved, why customers call, and where escalations come from. Team and member tables let you compare quality across your contact center. This page is for admins and supervisors.
AI insights need AI transcription. Admins see the whole company. Supervisors see their own teams.

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Open AI insights

1

Open Dashboards

Go to Insights > Dashboards and select the AI insights tab. The page title changes to AI Call Insights.
2

Set the filters

Choose a date Range, or set From and To. Optionally pick a Team and a Member.
3

Apply

Select Apply. Select Reset to go back to the defaults.
Insights > Dashboards, AI insights tab, the row of KPI cards: Calls analyzed, Customer sentiment, Resolution rate, Escalation rate with the high/medium/low split, Open escalations, Complaint rate, Churn-risk calls, Member talk share

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Key numbers

The cards at the top summarize the selected period. Where earlier data exists, each card compares with the previous period of the same length.

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Charts

AI insights tab charts: Customer sentiment over time, Escalations over time by severity, Why customers call, and Resolution by reason
Use When problems happen to plan staffing. If negative calls cluster at certain hours, add coverage or coaching for those shifts.

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Team and member scorecards

Team comparison shows quality per team for the selected period:
  • Calls, Sentiment, Resolved, Escalated, Complaints
  • Member tone (0–4), Talk share, Avg call
Member scorecard shows quality per member:
  • Member, Team, Calls, Sentiment, Resolved
  • Escalations (open / total), Rude-tone calls, Member tone (0–4), Talk share, Silence
Colors in the member scorecard compare each member with the average of the listed members:
  • Green: at or above the average.
  • Amber: within 10% below.
  • Red: more than 10% below.
Members with fewer than 5 analyzed calls are grayed out and not compared.
Team comparison table and Member scorecard with green, amber and red badges and one grayed-out member with fewer than 5 calls
AI insights are generated automatically. Use them to decide which calls to review, not as the only basis for performance decisions. Open the transcript and recording before you act.

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Troubleshooting

AI insights appear once AI transcription is on and calls in the period have been processed. Select Open AI transcription settings to check coverage, or pick a longer range.
The member had no analyzed calls in the period, or is outside your teams if you are a supervisor.

Escalations

Review and acknowledge escalated calls.

Call search

Find the calls behind a trend.

Reports and dashboards

Call volume, queues, and billing dashboards.

AI transcription setup

Choose which calls are analyzed.