Insights
Monitor support volume, customer mood, topics, and team performance at a glance
Insights turns your support inbox into a management view. Instead of another wall of charts, it surfaces the few things that need a decision — what's happening, who's unhappy, how the team is coping, and what customers keep asking about. Every number is clickable, straight through to the tickets behind it.
Insights covers what's happening in your support inbox; for AI performance and adoption metrics, see Reports.
What This Helps You Improve
Insights is built for management-by-exception: it points you at the specific tickets and accounts that are off-normal, each implying an owner and an action — rather than averages that hide the one big unhappy account. Use it to decide where to spend the team's time, what to fix in your Knowledge Base, and where Automation is paying off.
Common Support Scenarios
| Scenario | Where Insights helps |
|---|---|
| A high-value customer is getting frustrated | Customer mood + the Tickets worklist, sorted by CSAT and spend |
| You need to brief leadership on the week | The Insights summary email — the essence in ~10 seconds |
| Volume spiked and you don't know why | Top topics + AI Key Insights name the recurring themes |
| You want to see how much the AI handles | Team view attributes Konrado's auto-replies separately |
| A metric looks off and you don't trust it | Click it — every number drills into the real tickets behind it |
Overview
Open Insights in the sidebar. The Overview is the "how is support doing right now" screen for your selected date range.
- Headline metrics — New tickets, Resolved, Awaiting response, and Avg first response, each with a trend versus the previous period, plus replies sent, open right now, and average reply time.
- Customer mood — the split of Satisfied, Neutral, and Frustrated across rated conversations.
- Tickets by category, product, and topic — ranked lists of where volume is coming from.
Every figure is a link: click a metric, a mood, or a breakdown row to jump to the Tickets tab filtered to exactly those tickets.
Tickets
The Tickets tab is the filterable worklist of individual tickets, each enriched with AI analysis.
Each row shows a clean, AI-detected subject and a short summary (instead of a raw "Re: Re: Fwd:" line), the customer and company, the ticket's CSAT with reasoning on hover, and the customer's estimated monthly spend.
Filtering
Narrow the worklist with any combination of:
- Search — across subjects and summaries
- Status — open, in-progress, answered, on-hold, customer-reply, closed
- Customer mood (CSAT) — satisfied, neutral, dissatisfied
- Category, Product, and Topic
- Assigned agent
- Awaiting response — only tickets where the ball is in support's court
- Date range
When you arrive from an Overview number or an email link, the matching filter is applied for you and shown as a removable chip.
Topics
Topics are the recurring themes customers contact you about — discovered automatically, with no fixed list to set up or maintain. Konrado detects a topic for each ticket and clusters the wording per organization, so variations like "DNS", "nameservers", and "A record" collapse into a single theme. Topics appear on the Overview, as a filter on the Tickets tab, and in the summary email.
Team
The Team tab shows per-agent load and responsiveness for the selected period.
For each agent you see their share of replies, tickets handled, replies sent, average first response, average reply time, and satisfaction rate. Konrado's own auto-replies are attributed separately and flagged with a badge, so you can see how much the AI is handling — and how well.
The Insights email
Insights also comes to you. The summary email is a ~10-second read with the essence of the period, each section linking back into the live dashboard:
- Headline stats with period-over-period trends
- AI Key Insights — number-backed themes drawn from the actual tickets, not restated stats
- The customer-mood split
- Top topics and top products
- A team summary
Settings
Use the Settings tab to choose how the summary reaches your team.
- Daily report — on/off, send time, and recipients
- Weekly report — on/off, send day, send time, and recipients
Times are shown in your local timezone. Add or remove recipient email addresses inline.
Every figure in Insights is a computed count of real tickets you can open in one click — never an AI guess. The AI narrative only states themes it can trace back to source tickets.
Weekly Review Checklist
- Scan the Overview trends for the last 7 days — anything moving the wrong way?
- Open the Frustrated mood and work the high-value tickets first.
- Check Top topics for a spike, then add or update Knowledge Base content for the recurring theme.
- Review the Team tab for response-time outliers and how much the AI is handling.
- Read the AI Key Insights in the latest email for themes you might have missed.