# Insights (/operations/insights)



Insights is your analytics view. It answers the questions leaders ask: are
assistants resolving issues, are visitors satisfied, and how much work are they
handling. Open **Insights** from the sidebar.

## The overview [#the-overview]

The overview presents the headline numbers for the period you choose, along with a
chart of activity over time. Typical measures include:

* **Resolution rate**, how often the assistant resolved the issue without a human.
* **Answer rating**, the balance of positive and negative feedback from visitors.
* **Conversations** and **unique visitors**, the volume of activity.
* **Escalations**, how often conversations reached your team.
* **Answers per conversation** and related ratios that describe depth of use.

Use the date range and filters at the top to focus on a period, an assistant, or a
segment of traffic.

## Trends [#trends]

Trends turn raw activity into a written analysis. You create a trend report by
naming it, choosing a date range, and selecting the segments to include, such as
assistants, channels, or escalation and feedback. Ciele then generates an analysis
and saves it to your Trends list so you can revisit it. A trend report needs enough
conversations in the window to be meaningful, so choose a period with real activity.

## Exports [#exports]

For reporting outside Ciele, the exports view holds report files you can search,
sort, and download. Use exports when you need to bring the numbers into your own
tools or share them with stakeholders.

<Callout title="Pair numbers with conversations">
  Insights tells you what is happening; the [Inbox](/operations/inbox) tells you
  why. When a number moves, read a handful of conversations from that period to
  understand the cause.
</Callout>