Custom VOC Setup — AI Insights highlights key themes from customer conversations, showing areas for improvement and appreciation identified by AI. It helps Managers, Team Leads, Admins, and QA teams track performance, sentiment, recurring topics, and customer interest trends, enabling data-driven coaching and decision-making.
Overview of Custom VOC Setup — AI Insights:
- Navigate to Convin Insight Page.
- Select AI Insights.
- Apply Filters:
Use the filters at the top to narrow down insights based on:Teams
Reps
Date Range
Duration
Additional filters
Insights will update instantly based on your selections.
- Explore Insight Cards.
Each card provides:Improvement areas: themes where AI identifies opportunities for performance improvement.
Appreciation areas: themes highlighted by positive customer feedback.
Key metrics: conversation count, accounts affected, AHT, and sentiment.
Snippets: AI-selected example conversations.
View Details option for deeper insights.
Download option to export detailed reports from the card.
- Click the View button on any insight to view Detailed Analysis for Each Insight:
Once you click on View the detailed view includes visual charts (Pie charts, and tables) and deep analysis for:
Team & Agent Analysis – performance of each team and agent for the selected insight.
Sentiment Analysis – overall sentiment distribution.
Deal Status – progress and status of associated deals.
AI Score – AI-generated priority or impact score.
Lead Interest Analysis – level of customer interest based on conversation data.
Average Handling Time (AHT) Analysis – breakdown of handling times for relevant conversations.
Notes / Uses
Track recurring customer concerns and positive feedback.
Identify areas for agent performance improvement.
Monitor sentiment, lead interest, and deal progress across teams and agents.
Access detailed charts and analysis for coaching, reporting, and strategic decision-making.
📩 Still need help? Contact our support team at [email protected] —we’re happy to assist!
Good day!