Insights overview

Insights holds the QA program’s numbers, split across three surfaces. Boards chart a metric over time. Reports write an answer out in prose and send it on a schedule. Performance pages break the same numbers down by team and by agent. All of them read the same evaluations, so when two screens disagree it is the filter or the grouping that differs, not the data. Insights in the sidebar opens on Boards.

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Which surface answers your question

Two of these are gated, and the header tells you which way your workspace is set up. If it shows a Boards / Reports switch, both are on. If it shows only the word Insights, the reports page is off and boards are created from New > New board rather than from the Templates row. If the Performance card opens a flat list of agents with no teams above them, team performance is off. Ask your Rulebase contact to turn either on.

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Before you start

• Everything here is built from evaluated interactions. Until a published scorecard has produced evaluations, these pages have nothing to draw.
• Who appears in performance views comes from the agent roster, not from who has a login. See Manage the QA agent roster.
• Reading Insights needs a role carrying View organization-wide reports and analytics and, for the performance pages, View agents and performance reports. Every system role except Agent has both; agents get their own evaluations and performance instead.
• Grouping boards into sections, and managing boards you did not create, needs the Manage organization settings permission, in practice an admin.

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Boards are yours to arrange

A board is a custom dashboard: a set of charts you place, filter, and re-use. Starting from a template is faster than building one chart at a time, because the template arrives with the charts that usually belong together: a headline number, a trend, and a channel breakdown.

1. Open Insights.
2. In the Templates row, click the template you want.
3. In Create board from template?, click Create board.

Rulebase creates the board and opens it. From there the date range at the top applies to every chart on the page, and Share hands the board to colleagues. Charts are edited on the board itself rather than here: duplicating one, moving it to another board, adding repeated filters, and exporting a drilldown are all covered in Manage charts on a custom dashboard.

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Reports read like a written answer

A report is a written answer rather than a chart. Rulebase runs it on your schedule, fills it from your QA data, and delivers it by email, Slack, or both. Use one for the recurring “how did last week go” question. Click New report on the Reports tab and describe what you want. The composer opens with Send me a weekly report of already typed, and the conversation that follows is where the report’s subject, cadence, and recipients get settled. Reports you already have appear under Your reports on the same page.

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Performance answers “who”

The Performance card leads to a list of teams with their QA scores, each team opens onto its agents, and each agent has a page carrying their tickets, evaluations, and coaching history. Use it when a board tells you something moved and you need to know who it moved for. Use team and agent performance covers that route end to end.

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Radar

Radar is the ready-made view: a row of headline metric cards over six standing charts: QA score overview, scorecard adherence, overall trends, handling time on service issues, complaints by volume, and your top service issues. You cannot add to it or rearrange it; it is the same page every time you open it, so changes stand out. The date range picker at the top right is yours to move. Radar is also your homepage until you choose otherwise, so signing in usually lands you here. Any board’s card menu offers Pin, to keep it in the Pinned section at the top of Insights, and Make homepage if a board you built deserves that spot instead. Setting a team as your homepage does the same thing, and either one replaces Radar as your landing page.

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Export the underlying rows

When someone needs the underlying tickets in a spreadsheet:

• One-off analysis: filter the Evaluations list and export a workbook. See Export QA evaluation data.
• A recurring spreadsheet in an inbox, or QA data landing in your warehouse: Schedule recurring exports.
• The conversations behind a single chart segment: open the drilldown and use Export as CSV, as described in Manage charts on a custom dashboard.

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Related

• Use team and agent performance
• Schedule recurring exports
• Manage charts on a custom dashboard
• Export QA evaluation data
• Rulebase glossary