--- title: 3.1. AI Insight slug: conversation-intelligence/31-ai-insight docTags: createdAt: 2026-10-24T05:14:30.055Z --- # 3.1.1. Agent Summary **Path:** WORK › AI Insight › Agent Summary · **Who:** Agent, Supervisor, Admin (tab depends on role) ## Page map Agent Summary gives AI-generated performance summaries at org, team, or agent level — weak checks, coaching priorities, and who needs attention — without opening interactions one by one. It is the **default landing page** after sign-in ([2.3 Landing page](https://docs.exotel.com/conversation-intelligence/2-getting-started#23-landing-page)). Use it alongside **QP Insight** (the Quality Profile lens, [3.4](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#34-ai-insight-qp-insight)) and the **Analysis List** (the interaction lens, [3.1](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#31-analysis-list)). **Period filter:** Yesterday, Last Week, or Last Month. **Org Insights (Admin)** — organization-wide view. Typical sections: - Highlight cards (for example, previous-period focus, org priority, and strengths). - Metrics such as org average score, active agents, calls analyzed, and agents above or below average. - Score distribution across score bands. - Top performers and lowest performers tables. - Org-wide weak KPIs — expandable rows with coaching guidance (for example, "Do this week"). - Agents who need attention — bottom performers with a minimum number of scored calls. **Team Insights (Supervisor)** — the same pattern as Org Insights, scoped to the supervisor's team: team priority and strength cards, team metrics, score distribution, and top and lowest performers. **Agent Insights (Agent)** — a personal view for the signed-in agent. Supervisors and Admins can open a specific agent from the picker where available. Typical sections: - Highlight cards (previous-period focus, today's priority, strengths). - Personal metrics (average score vs team, rank, calls handled, customer mood, professionalism). - Areas to improve — expandable rows with what the check means, highlights from calls, and copyable "Say this on your next call" coaching lines. - Score trend chart for the selected period. ## Feature hub - **AI-generated content:** The page shows "AI-generated summary. May contain errors." Treat coaching as guidance and verify in the Analysis List when needed. - **Read-only:** This page does not change Quality Profiles, Assignment Rules, or historical scores. ## Tasks ### Review coaching priorities for a period 1. Go to **WORK › AI Insight › Agent Summary** (or sign in — it opens here). 2. Choose the period: **Yesterday**, **Last Week**, or **Last Month**. 3. Review your scope: the data is automatically scoped to you — Admins see **Org Insights**, Supervisors see **Team Insights**, and Agents see their own **Agent Insights**. 4. Expand weak-KPI or "Areas to improve" rows to read the coaching guidance. 5. To check the evidence, open the relevant calls in [3.1 Analysis List](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#31-analysis-list). *** # 3.1.2. AI Insight — QP Insight **Path:** WORK › AI Insight › QP Insight · **Who:** Agent, Supervisor, Admin ## Page map QP Insight compares Quality Profile performance across your portfolio, then lets you drill into one profile for AI coaching — coverage, score trends, weak and top KPIs, and priority insights. On screen: *Compare quality profiles portfolio-wide, or drill into one profile at a time.* **Period filter:** Yesterday, Last Week, or Last Month. You can rate the AI summary with thumbs up or down. **Portfolio tab** | Card | Meaning | | ------------------------- | ------------------------------------------------------------------------------------------------------------- | | Total Unique Interactions | Distinct calls matched to at least one Quality Profile in the period. | | Total Analyses | Sum of every profile evaluation. Can exceed unique interactions when one call is scored by multiple profiles. | | Portfolio Avg Score | Average score across Quality Profiles. | - **Interactions Distribution:** Table of Quality Profiles with calls, share of unique interactions, and average score, plus an AI insight summarizing the volume mix (for example, which profile drives the most analyses). - **Score Distribution:** Bands showing how many profiles fall into each score range (for example, 60–80%, 80–100%), with an AI insight summarizing the mix. - **QP Health:** A card per Quality Profile with overall score, period trend (pp), evaluation volume, KPI count, Weak KPI, and Top KPI. Use it to spot underperforming or high-volume scorecards quickly. - **Portfolio Insights:** Expandable AI findings across profiles (often tagged High Priority) — cross-profile patterns from health, volume mix, and score bands. **By Profile tab** — one profile at a time. See [Drill into one Quality Profile](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#drill-into-one-quality-profile). ## Feature hub - **AI-generated content:** The page shows "AI-generated summary. May contain errors." - **Read-only:** This page does not change Quality Profiles or Assignment Rules. - **Most useful with Smart Assignment:** When Smart Assignment routes traffic across many profiles, the Portfolio distribution makes unused or overloaded scorecards visible. ## Tasks ### Drill into one Quality Profile 1. Go to **WORK › AI Insight › QP Insight** and open the **By Profile** tab. 2. Select a Quality Profile from the picker. 3. Review **Analyses (This Profile)** — the count and share of total portfolio analyses. 4. Review **Profile Avg Score** and its period trend. 5. Use the **Score Trend** chart (daily averages for the recent window). 6. Open **Profile Insights** — severity-tagged items such as High Priority or Observation. 7. Read **Coaching Insights** — AI-generated coaching guidance for that profile and period.