Executive Overview
The nine headline numbers at the top of the Insights tab, and the briefing beneath them.
Shown in Companion Dashboard only - this view isn't currently available on the org-wide Dashboard.
The top of the Insights tab answers "what should I know about this product right now?" before you read anything else.
Every card is a shortcut: click one and the page scrolls to the section it summarises, briefly highlighting it. The number on the card is the same number that section lists, so the two can never disagree.
Conversation health
| Metric | What it means | Jumps to |
|---|---|---|
| Conversations | Total analysed customer sessions in the selected period. Empty sessions are excluded. | What customers ask |
| Resolution | The share of conversations resolved - the same figure as the Analytics tab. Unresolved means a specific, in-domain question went unanswered; small talk, leaving part-way, and correctly declined out-of-scope requests all count as resolved. | Resolution outcomes |
| Customer Rating | The average star rating customers left, out of 5. | Customer outcomes |
| Customer Sentiment | The share of conversations where the customer expressed a favourable experience. | Customer outcomes |
Customer Rating and Customer Sentiment answer the same question from opposite directions, and it is worth knowing which is which. Sentiment is inferred - a model reading the transcript. Rating is what the customer themselves scored the conversation. Only conversations someone actually rated are counted, so the card reads "No ratings yet" rather than 0 when nobody has.
Conversations and Resolution show a change chip when a date range is selected, comparing against the period of the same length immediately before it. With no date range there is no prior window, so no chip appears.
Findings
One card per findings section below, counting the findings that section lists.
| Metric | What it means | Jumps to |
|---|---|---|
| Recurring Friction | Confusions and pain points that keep coming back. | Recurring Friction |
| Knowledge Gaps | Product questions the companion could not answer. | Knowledge Gaps |
| Customer Feedback | Themes in the written feedback customers left. | Customer Feedback |
| Recommendations | Concrete product and content improvements customers pointed at. | Product Recommendations |
| Sales Opportunities | Accessories, upgrades and cross-sells customers showed interest in. | Sales Opportunities |
The chip beneath each one counts how many are still open - anything you haven't marked Resolved or Dismissed. That is what turns the strip into a worklist rather than a scoreboard.
These counts follow the selected date range the same way the sections do: a finding with no activity in the period isn't counted. Widen the range and the numbers grow.
Executive Briefing
Beneath the numbers sits a short synthesis of the period's most significant findings. Each line is clickable and opens the finding behind it, together with the conversations that back it up.
How to use this
- Read it first thing - it's designed to be the only thing you need on a normal day.
- Click the card with the number that bothers you; the page takes you straight to the list behind it.
- Click any briefing line that surprises you and read two or three of the source conversations. The briefing points; the transcripts are the evidence.
- If the tab says conversations are still processing, some have been analysed but not yet folded into the findings. Numbers will keep climbing for a few minutes.
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