Dialogue Insights
Introduced in DC2025.02a - Arnhem
Note
By updating to Dialogue Cloud Neo including the use of Dialogue Insights you agree to our updated DPA in our terms and conditions on our company website. See: Terms and Conditions.
Dialogue Insights helps you monitor and improve contact center performance with real-time and historical reporting.
Use it to track key KPIs (such as service level and handle time), spot trends over time, and drill into individual dialogues for deeper analysis.
Dashboards and reports
Realtime
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Insights - Real-time Dashboard — Monitor live performance as events occur.
Historic
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Dialogue Insights - Historic Reporting Dashboard — Review performance across any selected period.
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Dialogue Insights - Historic Reporting Agent Performance — Analyze Agent performance metrics.
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Dialogue Insights - Historic Reporting Dialogue Classifications — Analyze classification trends and rates (overall and by agent).
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Dialogue Insights - Historic Reporting Dialogue Overview — Browse and filter all dialogues, open details for more information.
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Dialogue Insights - Historic Reporting Dialogue Details — View the timeline, transcript, downloads, and classifications for a selected dialogue.
How to work with reports
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Use filters to focus on a time range, contact center, skill or agent.
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Hover over visuals to see exact values and tooltips.
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Select a data point (for example, a bar or line segment) to cross-filter other visuals, and clear the selection to reset the view.
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Use the visual menu to export data or images when available (depending on your permissions).
For step-by-step instructions, see Dialogue Insights User Guide.