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Talkdesk Explore Insights
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Important Note: Available in Preview for Admins and supervisors of selected customers.

 

Overview

Talkdesk Explore™ Insights is a central overview experience within Talkdesk Explore™. It consolidates conversational data querying, AI-generated insights, and key operational metrics into a single interface, reducing the time supervisors spend navigating between reports and dashboards.

Table of Contents

 

Accessing the Insights Page

To access the Insights page:

  1. Open Explore from the Talkdesk left-hand navigation.
  2. In the top-right corner of the Explore page, click Switch to Explore Insights.
  3. The Insights landing page loads, displaying the three sections: Data Talk, Insights, and Key Metrics.

Note: The Switch to Explore Insights button is only visible to users who have been granted view permission for at least one section of the Insights page. If this button is not visible, contact your Talkdesk Admin to request access (see section Roles & Permissions).

 

Insights Page Overview

The Insights landing page is divided into three distinct sections:

  • “Ask your Data”: Ask questions to your data (conversational query bar) [1].
  • “Insights”: AI-generated daily observations [2].
  • “Key metrics”: Snapshot of the five core operational KPIs [3].

A timezone selector sits at the top of the page and applies to all three sections simultaneously.

To switch back to Explore Classic, select Switch to Classic button in the top-right corner.

 

Data Talk

Data Talk is a conversational analytics interface that allows users to ask questions about historical data and get answers in the form of charts, tables, or narrative summaries. A question can be typed directly or selected from the pre-built suggestions.

 

Choosing the Right Source

After typing a question and before sending it, select the source that best matches the question. Selecting the right source ensures Data Talk queries the most relevant data improving the accuracy and relevance of the answer.

Source Scope
Voice Operations Voice interactions and contacts - call volumes, wait times, handle times, abandonment, service levels, ring groups, and routing behavior.
Digital Messaging Operations Digital channel interactions - SMS, email, chat, and social media contacts and traffic.
Agents Performance and Activity Agent-level productivity, engagement, occupancy, utilization, and performance trends over time.
Quality, CX and Case Management Customer satisfaction (CSAT/NPS), quality management evaluations, and case creation and resolution lifecycle.
Interaction Journey and Orchestration IVR flow execution, Studio Flow routing, callback scheduling, and interaction-level custom metadata.
Outbound Campaign Operations Outbound dialing and messaging campaigns — campaign performance, record penetration, and omnichannel outreach metrics.
Workforce Management Agent schedules, schedule adherence, historical and forecast capacity planning, and staffing optimization.
Compliance, Risk and Security Identity verification, voice biometrics, fraud risk scores, screen recording storage, and security audit data.
Billing and Usage Analytics Charges, usage consumption, and cost attribution across agents, interactions, channels, and time periods.

The system then returns an answer, often in the form of a chart, table, or narrative summary.

Examples of questions:

  • "Inbound call volume yesterday" → Voice Operations
  • "Service level last 7 days" → Voice Operations
  • "Avg. wait time by queue this week" → Voice Operations
  • "Which agents had the highest handle time last month?" → Agents Performance and Activity
  • "Show me abandon rate trends for the past 30 days" → Voice Operations

Once a conversation is initiated, the interface expands to a full-screen view to give the dialogue more space and context. 

In full-screen mode:

  • Conversation history is accessible by selecting History [1].
  • A New chat [2] option is available to clear the current conversation and start fresh without leaving the page.
  • A reasoning mode selector allows users to choose between Fast [3] (standard response) and Thinking (deeper reasoning, slower). Thinking mode is recommended for multi-step or complex questions, for example, comparing trends across periods, diagnosing a metric anomaly, or questions that require the system to chain multiple data lookups before drawing a conclusion. Previous chat conversations (history) can be accessed, pinned, renamed, or deleted.
  • When the system returns multiple possible interpretations or report options, these are presented as selectable buttons so users can guide the conversation with a single click.

 

Insights

The Insights section surfaces AI-generated observations about the contact center's historical performance. Insights are generated automatically and contextualized against a previous comparable period.

Each insight card displays:

  • The title with the evaluated metric.
  • A description explaining the change and what it might mean operationally .
  • The percentage variation of the metric given two comparing periods. The trend is colour-coded.
  • An Ask your data button to dive deeper into the metric via Data Talk. Clicking it opens Data Talk in full-screen mode with the insight's context pre-loaded. This allows the user to go from a high-level observation to an investigative conversation in a single click, without having to re-describe the context manually.

 Insights are generated automatically once per day, the first time the page is loaded each day.

 

Key Metrics

Key Metrics displays a snapshot of the five most critical contact center KPIs for a selected time period.

These are the metrics displayed in this section:

  • Total Contacts
  • Service Level
  • Abandon Rate
  • Avg. Handle Time
  • Avg. CSAT Score

Hover over any metric widget to display its definition and calculation method.

 

Filters

Three filters are available: Period [1], Channel [2], and Direction [3]. They are applied by clicking Run [4]. Once applied, each widget reflects the active filters visually.

 

Metric Scope Tags

Each widget can display a tag indicating the scope of its calculation:

  • Voice-only: Calculated using voice contacts only. If the Channel filter is set to a non-voice option (e.g. Digital), this metric is not available, and a message will be displayed instead.
  • Inbound-only: Calculated using inbound contacts only. If the Direction filter is set to Outbound, this metric is not available, and a message will be displayed instead.
  • Universal: Calculation is independent of the channel and direction selected.

These tags help users quickly understand the coverage of each metric, particularly when the contact center operates across multiple channels.

 

Timezone

A timezone selector is displayed at the top of the Insights page. The selected timezone is applied globally across all three sections of the page, ensuring consistency when users in different geographic regions review the same data.

 

Roles and Permissions

Access to the Insights page and its three sections is controlled through Talkdesk's Roles and Permissions, in the Admin section, under a new dedicated area: “Explore: Insights page”.

The available settings are:

  • Scope: Applies uniformly to all three sections. Options: All, Queue, User, Team, Child teams, Team + child teams.
  • Permissions: Set independently per section (Data Talk, Insights, Key Metrics). Each section can be set to “Manage” or “None”.

 

Resources 

For more information, see Roles and Permissions in this article.
 

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