Insights
2 min
The Agent Sensei Analytics – Insights Page provides a powerful, AI-driven interface for understanding agent performance and quality metrics. By enabling natural-language interaction with AQM data, it empowers teams to act faster, coach smarter, and continuously improve customer experience.
The Insights page allows users to:
- Analyze agent performance and quality scores
- Identify compliance risks and breaches
- Detect trends across channels and intents
- Determine coaching and improvement opportunities
- Understand correlations between operational metrics
Preconfigured questions are displayed to guide users and accelerate insight discovery.
Few of the categories are mentioned below :
- Agent Performance
- Compliance & Risk
- Coaching & Improvement
- Trends & Correlations
- Channel & Intent Analysis
Sample Questions:
- Which agents have the highest final scores this month?
- Show me agents with compliance breaches and their scores.
- Which agents need coaching based on their performance metrics?
- Compare agent performance between voice and text interactions.
- What’s the correlation between handling time and final scores?
Selecting a question automatically triggers AI analysis.
Custom Query Input
Located at the bottom of the page.
- Allows users to type natural-language questions.
- Example queries:
- “Which agents have low empathy scores this week?”
- “Show compliance trends for chat channel”
- “Which intents have the lowest resolution rate?”
Users submit queries using the Send (▶) button.
Upon submission, Agent Sensei:
- Interprets the user query
- Analyzes relevant AQM datasets
- Identifies trends, anomalies, and correlations
- Presents insights in a concise, actionable format
Insights may include:
- Ranked agent lists
- Trend summaries
- Performance comparisons
- Risk indicators
- Coaching recommendations