The Insights screen gives you a comprehensive view of how your AI service is performing — from high-level answer completeness stats down to individual conversation threads.
The screen is built around a set of shared filters at the top, with four tabs below presenting different views of the same underlying data.
All filters apply across every tab simultaneously. The data updates when you change any filter.
| Filter | Description |
|---|---|
| Date range | The start and end dates for the data shown. Click either date to change it. |
| Answer Completeness | Filter by how completely the AI answered questions: Fully Answered, Partially Answered, or Unanswered. |
| Website | Filter to conversations originating from a specific website or deployment. |
| Products | Filter to conversations that mentioned a specific product. |
| User Rating | Filter by the thumbs up/down rating the user gave after the interaction. |
| Sentiment | Filter by the detected sentiment of the conversation: Very Positive, Somewhat Positive, Somewhat Negative, or Very Negative. |
| Question Type | Filter by the type or topic category of the question asked. |
| Needs Review | Filter to conversations that have been flagged for human review (see Review Flags below). |
| Billable | Filter by whether the interaction was billable or not. |
The default tab. Shows aggregate statistics and charts for the filtered period.
Four headline figures at the top of the tab:
A donut chart showing the proportion of interactions that were Fully Answered, Partially Answered, or Not Answered. Hover over a segment to see the exact count and percentage.
Use this chart alongside the Needs Review filter to identify categories of questions that are failing and may need prompt improvements or additional content.
A donut chart showing how conversations were distributed across your specialist agents (e.g. Frontline, Tech Support, Sales, Dealer Finder). Each segment represents the share of total interactions handled by that agent.
This helps you understand which agents are seeing the most volume and whether traffic is being routed as expected.
A bar chart showing the count of Positive and Negative thumbs ratings submitted by users after interactions. Only rated interactions are included — unrated conversations are not shown here.
A bar chart showing conversations with non-neutral sentiment, broken down into four categories: Very Negative, Somewhat Negative, Somewhat Positive, and Very Positive. Neutral conversations are excluded.
Use this to track how users are feeling about their interactions over time and whether specific topics are driving negative experiences.
A bar chart comparing the count of Billable versus Not Billable interactions in the selected period.
A ranked table listing the products that were mentioned in conversations, with a count of how many times each was mentioned. Sorted from most to least mentioned.
Use this to understand which of your products are generating the most customer questions.
A ranked table listing the pages from your website that were cited most often by the AI in its responses, with a count for each. Each URL is a clickable link.
Use this to understand which content is doing the most work in supporting your AI's answers. If a page is cited frequently but also associated with a high number of Partially Answered or Unanswered outcomes, its content may need improvement.
Shows the individual conversation threads that match your current filters. Each row in the list represents one conversation.
Each thread shows:
Some threads display a red toggle switch on the right side of the row. This flag indicates that the conversation has been identified as requiring human review. A thread is automatically flagged when one or more of the following conditions are met:
Use the Needs Review filter at the top of the screen to show only flagged conversations. This makes it easy to prioritise which threads need attention.
Click a thread to expand it and view the full detail:
Displays a map showing where your users are located, based on the conversations in the selected filter period.
Conversations are plotted as circles on the map. The size and colour of each circle indicate the number of conversations from that location — larger and brighter circles represent higher volumes. A colour scale legend is shown on the right side of the map.
Use this tab to understand the geographic spread of your users, identify regions generating high volumes of questions, and inform decisions about content, language, or regional agents.
Shows how conversation volume has changed over time, broken down by answer completeness.
The chart plots the number of threads per month with four overlapping areas:
Use this tab to spot trends — for example, a spike in Unanswered conversations following a product launch may indicate the AI needs updated content.
Click the Export button (top right of the filter bar) to download the data matching your current filters. Two formats are available:
The export includes conversation-level data for all threads matching the active filters, making it suitable for offline analysis, reporting, or sharing with stakeholders.