Insights

See problems as they form.

Real-time issue detection, quality monitors across AI and human support, and demand forecasting that includes Agent — one place to understand and improve the whole operation.

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Insights · Overview · Last 30 days

Resolution rate71.4%+3.2 pts · 30d

Median time to resolve41sAgent · all channels

Cost per conversation$0.83−38% vs last quarter

CSAT4.8AI 4.8 · Human 4.7

Resolved by Agent vs handed offLast 14 days

Checkout: card declined after 3-D SecureDetected 14m ago · 34 conversations · grouped automatically

High

Tracking page shows “exception” for Royal Mail2h ago · 19 conversations · Agent updated with workaround

Medium

Issue detection

Detect and fix issues as they form.

Aftersales reads every conversation as it arrives, groups the ones describing the same failure and alerts the right team with severity and impact — minutes after the first customer notices, not the morning after the report.

Automatic groupingNo tagging. Conversations about the same root cause are clustered by meaning.
Contextual alertsImpact, affected plans and regions, sample conversations and a suggested owner.
Respond in one placePush a workaround to Agent, post a status update and notify affected customers from the alert.

Issues · Live

Card declined after 3-D Secure34 conversations · first seen 14m ago

High

Royal Mail tracking “exception”19 conversations · workaround pushed to Agent

Medium

Password reset email delayed7 conversations · notified #eng-auth

Low

Monitors

Measure and improve quality across AI and human support.

Define what good looks like — accuracy, tone, policy adherence, resolution confirmed — and Monitors score every conversation against it, whoever handled it. One standard, 100% coverage, no sampling.

Custom scorecardsWeight the criteria that matter to your brand and your regulator.
Full coverageBy risk, volume or channel — every conversation, not two per rep per week.
Coaching loopsLow scores become coaching moments for reps and procedure fixes for Agent.

Monitors · Support scorecard · This week

AccuracyAll conversations · AI + human

ToneAll conversations · AI + human

Policy adherenceAll conversations · AI + human

Resolution confirmedAll conversations · AI + human

Workforce

Forecast for a team of AI and humans.

Demand forecasts that include Agent’s share of volume, so you schedule the people you actually need. Track live performance against the plan and adjust before the queue does.

AI-aware forecastingVolume, resolution rate and handoffs projected per hour, per channel.
Automated schedulingShifts built from the forecast, skills and time off — editable, not rigid.
Live trackingAdherence, occupancy and SLA risk in real time, with alerts when the plan slips.

Workforce · Forecast & schedule

Forecast · next weekAgent Humans · 6 needed

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Reports

The numbers that decide the budget.

Pre-built and custom reports, exportable to your warehouse.

Resolution rate by topic

Where Agent resolves, where it hands off, and which procedure fixes would move the number most.

Cost per conversation

Seats, resolutions and channels combined into one unit cost — by team, brand and month.

CSAT by handler

AI versus human, per procedure and per rep, with the verbatims that explain the score.

FAQ

About Insights.

Does Insights need extra setup?

No. Issue detection, Monitors and reporting run on every conversation from day one. Workforce forecasting needs two weeks of history to become useful.

Can I bring conversations from other tools?

Yes. Connectors for Zendesk, Salesforce and Freshdesk let Monitors and issue detection cover conversations that never touched Aftersales.

Can I export to my warehouse?

Snowflake, BigQuery and Redshift sync is included on Scale; the events API and CSV export are on every plan.

What is Insights Pro?

An add-on at $99 per month that adds custom scorecards, unlimited monitors and the workforce module. See pricing.