Trends in Insight

Summary

In Insight, open the Trends tab. It compares values for the selected period with the previous one and shows which changes need attention.

When to use it

• you need to check whether performance quality became better or worse;
• you want to evaluate the result after changing an agent's settings;
• the AI summary highlighted an increase or decrease in an indicator.

How to read the result

1. Select the Trends tab.
2. In problem metrics, see which indicators changed most compared with the previous period.
3. In agents requiring attention, find the agents where undesirable changes are concentrated.

Open a card to inspect a specific metric or agent. A higher number is not always positive: for example, longer response time is worse, while higher satisfaction is better. The interface accounts for the good direction configured for the metric.

Important

Filters determine the current selection, so do not change the conditions in the middle of a comparison. To see the original values and when they were recorded, open metric history.