---
title: "What is Insights Agent?"
slug: "what-is-insights-agent"
updated: 2026-06-30T13:54:39Z
published: 2026-06-30T13:54:39Z
canonical: "help.gladly.com/what-is-insights-agent"
---

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

# What is Insights Agent?

| **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](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team) or your SAM if you’d like to activate this feature. |
| --- |

**Insights Agent** is a conversational AI built into Gladly Team 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 works on the report data you already have in Gladly Team.

![Overview of top agents by channel with fulfilled contacts and a bar chart representation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/insight agent.png)

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 Team can ask Insights Agent questions and receive answers. No additional setup, configuration, or data migration is required.

Anyone with access to Reports can ask plain-language questions and get answers with charts and tables. Analyst users, specifically with access to [Insight Builder](/product-docs/docs/what-is-insight-builder), can also open the underlying Explores directly to drill into the raw data behind any response.

For instructions on accessing and using Insights Agent, see [Using Insights Agent](/product-docs/docs/using-insights-agent).

*Contact*

or

*Contacts*

(with a capital "C") is a

*phone call*

,

*messaging session*, *email*, or *voicemail*. Contact(s) can be defined as an Inbound (started by the Customer) or Outbound (started by Agents) activity. A *Contact* can contain one or multiple messages (individual chat messages, SMSes, etc.) and is part of

a Conversation.

*Channel*

or

*Channels*

refers to the communication method used to communicate with Customers. Gladly supports the following Channels:

- Voice/IVR
- Email
- Chat (via Glad App)
- SMS/MMS
- Social Messaging: Facebook Messenger, Instagram Messaging, Whatsapp

Agents use the availability controls to receive Customers contacting in through these Channels.

![](https://connect.gladly.com/wp-content/uploads/2023/03/Availability-Channel.png)