See how your agent is doing

Updated July 2026

Insights is one dashboard for every call and chat your agents handle — how much traffic came in, how it went, and which agents carry the load. This page shows you how to read it.

Open Insights under the Analytics group in the dashboard sidebar (the page itself is titled Analytics). It rolls up every session — voice calls and chats, from the playground, widgets, campaigns, the API, and your phone numbers — into KPI cards, charts, breakdowns, and leaderboards.

Plan gate:

Insights is included on the Starter, Pro, and Ultra plans; on the Free plan the nav item is hidden. If Insights is missing from your sidebar, your plan doesn't include it yet — see Conversations & transcripts, which is available on every plan.

Screenshot: Insights Overview tab with KPI cards, a call-volume chart, status and sentiment breakdowns, and an agent leaderboard — The Overview tab: headline KPIs, call volume over time, breakdowns, and a top-5 agent leaderboard.

Pick your window and filters

Every tab shares one header. It controls the time window and the slice of traffic you are looking at, and all of its state lives in the URL — so any view you build is a link you can bookmark or share with your team.

Time range — Today, 7d (the default), 30d, 90d, or Custom with explicit from and to dates. Your timezone is detected automatically from the browser, so day boundaries match your local clock.
Compare — toggle it on to see period-over-period change. Each KPI card then shows the percentage change versus the immediately preceding window of the same length — last 7 days versus the 7 before that, and so on.
Filters — narrow every chart and KPI at once by Agent (one agent or all), Direction (all, inbound, outbound, or chat), and Source (playground, widget, campaign, API, or telephony).

Screenshot: Insights header showing the time-range selector, the compare-to-previous-period toggle, and the Agent / Direction / Source filter bar — The shared header: time range, compare toggle, and the Agent / Direction / Source filters.

What each tab shows

Overview

Overview is the default landing tab and the one most teams keep open. It answers the first-glance questions: how much traffic, how much of it succeeded, and which agents are carrying it.

KPI cards — Total Calls, Completion Rate, Avg Duration, Total Minutes, Success Score, and Error Rate. With Compare on, each card carries a period-over-period percentage change.
Call Volume — sessions over time across the selected range.
Breakdowns — Status, Source, and Sentiment distributions.
Agent Leaderboard — your top 5 agents by volume.

Sentiment and success score need post-call analysis:

the Sentiment breakdown and the Success Score KPI come from post-call reports, available on the Pro and Ultra plans. On Free and Starter those panels stay empty even though Starter has Insights — the rest of the dashboard still fills in.

Calls

The Calls tab is the voice-only deep dive (it excludes chat sessions). It adds:

Duration distribution — calls bucketed into 0–30s, 30s–1m, 1–3m, 3–5m, and 5m+.
Hourly heatmap — call density by hour across the days of the week, so you can see when demand peaks.
Direction split — inbound versus outbound versus chat.

Bucket granularity follows your range:

when the selected range is two days or less, the Calls chart switches to hourly buckets; longer ranges use daily buckets.

Screenshot: Insights Calls tab showing the duration distribution buckets and the hourly day-of-week heatmap — The Calls tab: duration distribution and an hourly heatmap of demand across the week.

Chats

Chats is the chat-only mirror of Overview: chat KPIs, a chat-volume chart, a source breakdown, and the top agents — the same shape of metrics, scoped to text conversations from widgets, share links, and messaging channels.

Agents

The Agents tab is a per-agent table. Each row shows that agent's metrics with a 7-day sparkline and sentiment counts, so you can compare agents side by side and spot which ones are trending up or down without leaving the page.

Campaigns

The Campaigns tab breaks results down per outbound campaign — one row each, plus a conversion funnel: total contacts → called → connected → completed. Campaign names and contact totals are shown so each row is readable at a glance, not just an id.

Take a tour

Open Insights

Click Insights under the Analytics group in the sidebar. The dashboard opens on the Overview tab.

Set your window

Pick a range — Today, 7d, 30d, 90d, or Custom with explicit from and to dates. Turn on Compare to add period-over-period change to every KPI card.

Narrow with filters

Use the filter bar to focus on one agent, a single direction (inbound, outbound, or chat), or a source (playground, widget, campaign, API, or telephony).

Switch tabs

Move between Overview, Calls, Chats, Agents, and Campaigns. The active tab is stored in the ?tab= URL parameter, and every filter lives in the URL too — so the exact view is a shareable link.

Export a snapshot

Click Export in the header to download the current Overview KPIs as a CSV. For full, formatted Excel workbooks of your session data, use Reports & exports.

The header Export is a snapshot, not a full report:

the Export button on the Insights header produces a quick CSV of the current Overview KPIs only. For complete XLSX exports of call logs and campaigns, use Reports (a Pro+ feature).

How fresh is the data

Insights reads from a separate analytics store that mirrors your live data with a delay of roughly ten seconds — near-real-time, but not instant. A call that just ended may take a moment to appear.

No data yet?:

when there are no sessions in the selected window, Insights shows No analytics data for this period. Widen the range, clear a filter, or place a test call from the playground and give it a few seconds to catch up.

For developers

Every tab is backed by a read endpoint. All require the calls:read permission and the insights entitlement, and they accept the same range, compare, and filter parameters as the dashboard header.

curl · bash

curl "https://api.qalyb.ai/analytics/overview?range=30d&compare=true" \
  -H "Authorization: Bearer sk-live-..."

Filter a voice-only view by agent and direction:

curl · bash

curl "https://api.qalyb.ai/analytics/calls?range=7d&agentId=<uuid>&direction=inbound" \
  -H "Authorization: Bearer sk-live-..."

Use a custom window and a source filter:

curl · bash

curl "https://api.qalyb.ai/analytics/overview?range=custom&from=2026-06-01&to=2026-06-27&source=campaign" \
  -H "Authorization: Bearer sk-live-..."

Endpoint	Returns
`GET /analytics/overview`	KPIs, call volume, status / sentiment / source breakdowns, top 5 agents
`GET /analytics/calls`	Timeseries, duration distribution, hourly heatmap, direction split (excludes chat)
`GET /analytics/chats`	Chat-only KPIs, timeseries, source breakdown, top agents
`GET /analytics/agents`	Per-agent metrics with a 7-day sparkline and sentiment counts
`GET /analytics/campaigns`	Per-campaign metrics plus the conversion funnel

Query parameters

Parameter	Values
`range`	`today`, `7d` (default), `30d`, `90d`, `custom`
`from` / `to`	ISO dates, used when `range=custom`
`compare`	`true` / `false` — previous-period comparison
`agentId`	Agent UUID
`direction`	`all`, `inbound`, `outbound`, `chat`
`source`	`playground`, `widget`, `campaign`, `api`, `telephony`

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