01 / OVERVIEW
Know where to focus.
Four priority KPIs, caller topics and flagged calls make the next review easier to find.
ACTIVITYCall volume
HANDLINGNo-transfer rate
QUALITYAutomated reviewsPass / fail
SPEEDResponse timeseconds
PRODUCT RELEASE SEPTEMBER 2026
See the work
behind every call.
Meet Rachel Insights.
A call analytics workspace for a consumer-products company. See how Rachel is performing, inspect conversations, and find the follow-up that needs the team.
Read the business use caseCXRachel InsightsOverview
ILLUSTRATIVE DATARachel handled 126 calls this week.
3 of 7 days elapsed
Calls handled126Activity at a glance
Without transfer91.9%114 of 124 connected calls
Passed call review93.8%105 of 112 evaluated calls
Response time0.98sAverage per conversation turn
Call activity
Weekly view* Current week is incomplete.
Calls to review
3Illustrative flagged-call sample
Customer supportSystem errorError
WholesaleFailed call reviewReview
GeneralCaller went silentSilent
01Understand activityVolume, topics & trends
02Review the experienceQuality, speed & outcomes
03See the follow-throughInquiries, intake & transfers
THE PURPOSE
The conversation ends.
The visibility continues.
Rachel is the phone agent.
Rachel Insights shows the work behind it.
- 01
A customer calls
Inbound callCustomer → RachelSupport, product questions or business inquiries.
- 02
Rachel responds
Answers questionsCollects detailsRoutes permitted requestsThe voice agent handles the conversation.
- 03
Activity is recorded
✓ Call outcome✓ Transcript & summary✓ Inquiry & action historyAvailable call records feed the dashboard.
- 04
Your team reviews
PerformanceExceptionsFollow-upOpen the details and decide what comes next.
PRODUCT CAPABILITIES
One workspace.
Six connected views.
Start with the business picture.
Go deeper when a call needs attention.
02 / CALLS
Go from a flag
to the full story.
Search and filter calls. Inspect summaries, transcripts, actions, transfers and available recordings. Export call records to CSV.
Wholesale inquiryEXAMPLE
Caller
“I’d like to discuss wholesale.”
Rachel
“I can collect your details for the team.”
Inquiry recordedAction history
03 / TRENDS
See the pattern.
Compare periods, spot busy hours and explore how calls end.
Illustrative response-time trend
DayWeekMonthQuarterYear
04 / INQUIRIES
Keep the handoff visible.
See captured details, incomplete support intakes and inquiry notification status.
TypeNotification
Customer supportEmailed
WholesalePending
PartnershipsFailed
Illustrative statuses
05 / BILLING
See usage and spend.
Review call volume, minutes, accrued charges and statement history.
Monthly statementUsage
Calls handledcalls
Talk timeminutes
Accrued chargesamount
Payment links and autopay depend on payment setup.
06 / SETTINGS
Give the right people access.
Invite team members, assign roles and manage billing preferences.
VViewerView dashboard informationRead
AAdminManage access & billingManage
Invitation-only sign-in by email code
WHO IT IS FOR
Different responsibilities.
A shared operating picture.
For consumer-products teams overseeing AI-enabled customer conversations.
TEAMTHE QUESTIONWHERE TO LOOK
Leadership
How is our voice operation performing?
Overview + TrendsOperations
Which conversations need a closer look?
CallsSupport & commercial
What requests need follow-up?
InquiriesAccount administrators
What are we spending, and who has access?
Billing + SettingsTHIS RELEASE
Less searching.
More understanding.
A new white interface brings priority metrics and call review into a simpler visual hierarchy.
4
Priority KPIs
Activity, handling, quality and speed.
5
Time perspectives
Day through year, clearly labeled.
6
Connected views
From call records to account controls.
Metrics with context.
Reviews are automated. A call without a transfer is not proof of resolution. Missing measurements stay visible as gaps, and the overview labels its review sample.
RACHEL INSIGHTS
Bring the next conversation
into clear view.
Explore the product, or sign in to your team’s dashboard.