Analytics and insights overview

Insights tells you how your agents perform: how conversations end, how well the agent handles them, how customers react, and what it all costs. The section spans executive reporting, quality evaluation by dimension, customer voice, channel diagnostics, ad hoc exploration, and the pipelines that produce the underlying scores. The documents below group pages by subject rather than by screen, so one document often covers more than one page in the left navigation. Use the middle column to find the document that covers the page you’re on.

Document	Pages covered	When to use it
Usage insights	At a Glance, Billing and Usage	Start here. Gives the outcome, quality, sentiment, and cost position for a period, and reconciles what the project consumed with what it billed.
Quality insights	Quality Monitor, Agent Performance	Open when the quality figure on At a Glance moves and you need to know which aspect of quality slipped and which agent caused it.
Customer insights	Customer Insights, Feedback	Open when you need the customer’s side of the conversation: what they asked for, how their sentiment moved, and what they said in their own words.
Voice analytics	Voice Analytics	Open when voice conversations underperform their chat equivalents. Separates agent reasoning problems from call quality, speech recognition, and latency problems.
Agent transfer	Agent Transfer	Open when escalation volume concerns you more than the agent’s own handling, and you need queue and human handling performance for transferred conversations. The page appears only after you connect Kore SmartAssist to the project.
Analytics pipelines	Pipelines	Open to see which evaluations run today, or to define your own evaluation logic when the built-in dimensions don’t score what your business cares about.
Analytics explorer	Analytics Explorer	Open when the prepared pages don’t answer your question. Gives near real-time event, model, token, and cost data, session and trace drill-down, and custom queries over project event data.

Before you begin

Insights pages report on data that other parts of the platform produce, so several of them stay empty until you put the source in place.

You need at least Viewer access to the project.
Quality Monitor, Agent Performance, and Customer Insights depend on analytics pipelines. Enable pipelines in Settings before you expect scores on these pages.
Voice Analytics needs at least one voice channel deployment. Without one, the page has no calls to report on.
Agent Transfer needs an active Kore SmartAssist connection that your Agent Transfer settings select. Until then, the page doesn’t appear in the navigation at all.
Metric cards across the section show a dash until a pipeline evaluates enough conversations in the selected period. A dash means the measure has no data, not that it scored zero.

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