Customer Insights

This document covers the customer experience layer in Analytics and Insights: the Customer Insights page for intent classification, sentiment trajectory, and frustration detection, and the Feedback page for end-user ratings and verbatim comments.

The Customer Insights page helps you understand what customers are asking about and how they feel about the experience. It combines intent classification, sentiment scoring, frustration detection, and resolution tracking into a single view to help you identify emerging topics, detect dissatisfaction early, and measure whether the agent resolves the intents it encounters. Navigation: Project → Insights → Customer Insights Date range selector: Use the toggle to select 7d, 30d, or 90d.

Customer Sentiment Summary

A banner at the top displays a contextual summary of the analyzed data, for example: “322 analyzed conversations · 144 intent-classified · 322 sentiment-scored · 13 intents detected · 26.7% frustration.” A sentiment indicator (for example, “Mixed Sentiment”) provides a quick qualitative read.

KPI Metric Cards

Metric	Description
Analyzed Conversations	Total conversations that pipelines analyzed in the selected period. The sub-label shows the breakdown.
Unique Intents	Number of distinct intents the system identified across all analyzed conversations.
Avg Sentiment	Average sentiment score across all conversations. A score near 0 indicates neutral sentiment; positive values indicate positive sentiment.
Frustration Rate	Percentage of conversations where the system detected user frustration signals (repeated questions, negative language, escalation requests). A warning triangle appears when the rate exceeds the configured threshold.
Resolution Rate	Percentage of conversations reaching successful resolution. A warning triangle appears when the rate drops below the threshold. The sub-label shows the count of resolved conversations the system evaluated.

Intent Distribution

A horizontal bar chart ranks detected intents by volume. Each bar shows the intent name, count, and percentage of total conversations. The chart groups low-volume intents (typically those below a threshold count) into an “Other” category. The footer indicates the total classified intent assignments and how many low-volume intents the chart grouped.

Sentiment Trajectory

A side-by-side panel displays conversation counts across three sentiment directions:

Direction	Description
Improving	Conversations where sentiment trended positively over the course of the interaction.
Stable	Conversations where sentiment remained consistent throughout.
Declining	Conversations where sentiment deteriorated — candidates for investigation.

The footer indicates the total conversations with sentiment data contributing to the trajectory analysis.

Trends Over Time

A section below the distribution charts plots intent volumes and sentiment scores as time-series data, enabling you to track whether specific intents are growing or shrinking and whether sentiment is trending in the right direction.

Feedback

The Feedback page surfaces end-user feedback captured directly from chat sessions. It gives you access to raw ratings and verbatim comments so you can identify satisfaction patterns, detect underperforming agents or channels, and prioritize improvements based on what users say. Navigation: Project → Insights → Feedback Date range selector: Use the toggle to select Today, 7d, or 30d.

Filters

Four filter controls let you narrow feedback results:

Filter	Description
All ratings	Filter by feedback rating. Use the dropdown to select a specific star rating or view all ratings.
Comment: any	Filter by comment presence. Choose whether to show all feedback, only entries with comments, or only entries without comments. Entries with comments are often the most actionable for qualitative analysis.
Agent name	Filter by the agent that handled the conversation. Type an agent name to narrow results, useful for isolating feedback for a specific agent after a deployment.
Channel	Filter by the channel through which the conversation occurred. Type a channel name to narrow results.

Click Refresh to reload feedback data with the current filter selections.

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Customer Insights