How the agent is performing, when people chat, and what it cannot answer yet.
Insights turns your conversations into numbers you can act on. Open Insights from the top navigation.
It is a single page with a date range at the top — Today, Last 7 days, Last 30 days, or a custom range. Everything below reflects that range.
What is on the page
At a glance. Conversation count, resolution, leads and the other headline numbers.
Resolved. The single best health check. If it is high the agent is doing its job; if it drops, something changed — usually your content or your traffic.
Conversation volume. The same count over time, so you can see direction rather than a snapshot. Watch volume and resolution together: rising volume with steady resolution is growth, rising volume with falling resolution means the agent is getting questions it cannot handle.
Busiest hours. When your customers actually need you, which is when a teammate should be around for handoffs.
Resolution outcomes. How conversations ended.
Top questions. What people actually ask, most first.
Unanswered questions. A preview of the questions the agent could not answer, linking through to the full queue.
Fixing what it surfaces
The unanswered-questions card is a preview. The work happens in Unanswered questions under Knowledge, because fixing one means writing a quick answer or adding a source — both Knowledge jobs.
Treat that queue as a to-do list. Each row is a question a real customer asked and did not get an answer to.
Getting a real resolution signal
For the resolution numbers to mean something, turn on Resolution feedback under Capabilities. It asks visitors whether the chat helped, so you are measuring outcomes rather than inferring them from message counts.