Insights overview
Vivollo reads every conversation and tells you what it learns — why customers reach out, what's trending, and where the agent gets stuck.
Every conversation your agent has is quietly teaching you something — about what customers want, what's frustrating them, and where your answers fall short. The trouble is, nobody can read thousands of chats. Insights does it for you.
This is Conversation Intelligence: Vivollo reads every conversation, classifies it, spots patterns, and turns the agent's blind spots into answers — so you understand your customers without manually combing through transcripts.
What Insights does
Behind the scenes, Insights reads each conversation and labels it across a set of dimensions — its sentiment, what kind of request it was, how urgent it felt, what it was about, and more. Multiply that across all your conversations and you can suddenly ask questions you never could before:
- Are customers angrier this week than last?
- What topic is suddenly spiking?
- Which questions does our agent keep failing to answer?
The Insights pages are different windows onto that same intelligence.
The pages, and what each is for
- Overview — the headline view (this page's home): volume, classification health, and the latest findings at a glance.
- Explorer — slice and dice conversations by any dimension, watch trends over time, and read the conversations behind any number.
- Findings — patterns Vivollo spotted on its own: things rising, falling, or unusually connected.
- Knowledge Gaps — the questions your agent couldn't answer well, ranked by impact — with one-click drafting to fix them.
- Taxonomy — manage the labels Vivollo uses to classify, and review the ones it discovers on its own.
The Overview board
The Overview is where you land. It's the pulse of your Conversation Intelligence:
- How much — total conversations in the period you choose.
- How well it's classified — the share of conversations that have been labeled, so you know the data behind everything else is solid.
- What's moving — the conversation volume trend over time.
- What's new — the latest findings Vivollo has surfaced, so anything notable catches your eye right away.
It's designed for a quick read: glance, get oriented, and click into Explorer or Findings when something makes you curious.
The vocabulary of classification
A couple of terms show up across Insights, and they're worth knowing:
- A dimension is a way of labeling a conversation — Sentiment, Topic, Urgency. Some have a fixed set of values (sentiment is positive / neutral / negative); others are open-ended and grow as Vivollo discovers new themes (like Topic).
- Coverage is how much of your conversation data has been classified — your confidence that the picture is complete.
You don't have to set any of this up to get value; the built-in dimensions work out of the box, and you can shape them later in Taxonomy.
Insights reads conversations in your own language and labels them accordingly — so the topics, sentiment, and gaps it surfaces read naturally for a Turkish-speaking team or an English-speaking one alike.
Insights vs. Analytics
It's worth being clear on the two reporting areas:
- Analytics answers "how much and how often?" — the counts and trends of conversations and flows.
- Insights answers "why and about what?" — reading the content of conversations to surface meaning.
You'll use both together: Analytics to notice that something changed, Insights to understand why.
Start with the Explorer — it's where the real digging happens.