How to use the Insights report
Go to Reporting > Insights.
The Insights report gives you performance metrics and analysis of individual agents. Use it to get quick insights into an individual agent's performance and see how they compare to their peers.
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Insights |
| Enables the Insights report |
KPI Reports |
| Enables KPI reporting (included by default) |
Required Permissions:
Insights (
reporting.insights) — to access the Insights leaderboard and agent profilesView agent results, 121s & feedback (
reporting.agent.data.access) — required alongside Insights to view agent-level data
Accessing the Insights Report
Navigate to the Reporting section in the main menu
Click on Insights in the reporting menu
Choose your preferred view:
* Agent view * Team view * Custom Reporting view (if applicable)
Report Components
1. Leaderboard Index Page
The leaderboard page shows a ranked list of your agents and provides an easy way to track and compare agent performance over time. You can modify this view with several filters:
Interval period: Weekly, monthly, quarterly, half yearly, annually (defaults to quarterly)
Rank by: Performance (highest to lowest scoring) or Improvement (most improved to least improved)
Date field: Published date (when evaluations were completed) or Contact date (when the contact took place)
Scorecards: Limit data to selected scorecards
Evaluation modes: Limit data to selected evaluation modes
Contact channels: Limit data to selected contact channels
Contact types: Limit data to selected contact types
You can also limit which agents you see by changing to the Team view and selecting a single team.
2. Individual Agent Profiles
Access detailed performance metrics for each agent
View strengths and development areas
Track historical performance trends
Organise 1-to-1s with the agent (if the feature is enabled)
Send feedback to the agent
Best Practices
Quick Performance Overview
See how agents rank against their peers
Identify top performers to recognise and celebrate
Spot agents who may need additional support
Providing Feedback
Use the leaderboard to have data-driven conversations
Share positive trends with agents to boost motivation
Identify specific areas where agents can improve
Driving Engagement
Celebrate agents who climb the rankings
Set team challenges based on leaderboard metrics
Supporting Development
Help agents track their progress over time
Use insights to guide coaching conversations
Recognise and share best practices from top performers
Troubleshooting
If you experience any issues with the Insights report:
Check your internet connection
Verify your permissions
Clear your browser cache
Contact support if issues persist