> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Insights Hub

> Monitor performance metrics and analyze AI effectiveness

The [Insights Hub](https://platform.typewise.app/insights-hub) provides
analytics to help you understand how your AI Operator is performing and identify
areas for improvement.

## Filtering data

Use the filters at the top of the page to narrow down the metrics you want to
analyze.

| Filter         | Description                                                        |
| -------------- | ------------------------------------------------------------------ |
| **Date range** | Select a custom date range to analyze specific time periods        |
| **Specialist** | Filter by specific Specialists to see their individual performance |
| **Channel**    | Filter by communication channel (chat or email)                    |

<Tip>
  Combine filters to drill down into specific scenarios. For example, filter by
  a single Specialist and the email channel to see how that Specialist performs
  on email tickets.
</Tip>

***

## Understanding resolution breakdown

The resolution breakdown charts show how tickets were resolved. For details on
what each resolution type means and how it affects billing, see
[Resolution status](/documentation/tickets/resolution-status) and
[Usage & limits](/documentation/billing/usage-and-limits#how-resolutions-are-counted).

***

## Exporting data

Each chart includes an export button (download icon) in the top-right corner.
Click it to download the data as an Excel file for further analysis or
reporting.

***

## Available metrics

The Insights Hub includes several categories of metrics:

* **Overview statistics**: Total conversations, resolution rate, average
  resolution time, and customer satisfaction score
* **Conversations over time**: Track conversation volume and unique customers
* **Resolution breakdown**: See how tickets are resolved (by AI, partially by
  AI, or by humans)
* **Lookups and Actions**: Monitor which integrations and tools are being used
* **Flagged content**: Review messages that were flagged by agents as incorrect
* **Response times**: Compare average response times between AI and Human Agents
* **CSAT**: Customer satisfaction scores and individual ratings with comments

<Note>
  CSAT data only appears if you have [customer satisfaction
  surveys](/documentation/behavior/email#customer-satisfaction-csat) enabled.
</Note>

***

## See also

* [Resolution status](/documentation/tickets/resolution-status): Understand
  resolution types and billing
* [Usage & limits](/documentation/billing/usage-and-limits): How resolutions are
  metered in Billing
* [AI feedback](/documentation/tickets/ai-feedback): How to flag AI messages
* [Simulator](/documentation/testing-and-feedback/simulator): Test AI behavior
  before going live