The newly improved Insights page provides headline metrics, including the number of calls your agent was able to handle. This will give you a general sense of how good of a job your agent is doing at recognizing requests in customer calls. You will also see metrics on the types of requests handled, textbacks sent, SMS links clicked and more. Check out: How can I use Insights to improve my agent?.
It's easy to see what request types your agent is missing! On the right-hand side, Requests will tell you all the different requests your callers have made that your agent has been able to recognize. Scroll down a bit more, and Top Missed Intents should be about halfway down. This is where you can see what spoken words your agent has not been able to recognize and fulfill as requests.
If you see that a significant percentage of calls are not being handled by the agent, your agent may be running into instances where it is unable to understand a question and cannot provide an answer. You can read more about why this happens and how to mitigate this: What if the agent is not able to answer a caller’s question?.
Your daily email digest of the previous day’s call volume will also give you a sense of how well our agent is handling customer requests.