ADD-ON FEATURE Insights Agent is available at no cost during this preview period, with paid pricing expected later this fall. Reporting access in Gladly is required to use it. To get started, contact Gladly Support or your SAM if you’d like to activate this feature. |
Insights Agent is a conversational AI built into Gladly Reports that lets you ask plain-language questions about your performance data and get instant answers. Instead of navigating dashboards or building reports manually, you type a question and Insights Agent pulls from your existing Gladly report data to return a direct answer, complete with charts and tables.
Insights Agent covers both AI and human Agent performance. It pulls from four data categories:
Conversation metrics: Contact volume, topic breakdowns, Channel distribution
Contact metrics: SLA performance, handle time, first contact resolution
Agent performance: occupancy, missed calls, CSAT
AI session history: resolution rates, handoff reasons, recontact rates
This means you can ask about AI performance, team member performance, or both in the same Conversation, without jumping between reports.
What Insights Agent is designed for
Insights Agent is built for aggregated metrics: counts, averages, trends, and comparisons. It is not designed to retrieve individual Customer records or personally identifiable information (PII). If a metric exists in your standard Gladly reports, Insights Agent can answer questions about it. If it does not appear in reports, Insights Agent cannot retrieve it.
Insights Agent keeps context within a session, so you can ask follow-up questions that build on previous answers.
Who can use it
Anyone with access to Reports in Gladly can use Insights Agent. No additional setup, configuration, or data migration is required. Insights Agent works on the report data you already have in Gladly.
For instructions on accessing and using Insights Agent, see Using Insights Agent.
