To access Insights, go to 

You will use the same login information that you use to access CXM to log into Insights. This means that if you change your CXM password, it will update in Insights as well. 

Your CXM user must have the Analytics toggle turned ON in order to log into Insights.

Once logged in, you will be on the landing page and can choose from the different reports by hovering over the category in the left side bar.  The category for "Staff KPIs" displays data about the staff in your organization:

Choose "Agent Summary" in the Staff KPIs drop down option:

This report shows the total calls and average calls per hour for each agent by Organization.  Use the filters to narrow results.  The default date is today minus 10 days. The staff name appears alphabetically by staff members first name. Use the scroll bar on the right hand side of the screen to scroll through the staff members. You can also filter by staff.

the top graph displays the total number of a calls for that day and the bottom graph displays the average number of calls per hour:

Zoom the dates in or out using the "-" or "+" buttons below the dates on the left. The zoom lets the user view the data in the selected time frame grouped by day, week, month, quarter or year.  Zooming in or out changes which grouping you're using within the time frame you have selected in the filters.

The report can be downloaded, select "Download" in the lower right hand corner of the screen, click the name of your organization on the left side of the screen to highlight it in blue and click "download" in the lower right corner of the screen:

Click to turn the organization name blue


Then download:

Choose your file format:

Related Articles

Insights Overview 

Contact Detail Report 
Average Speed of Answer 

Call Volume by Call Code

Call Volume by Disposition

Nurse State Detail 

Staff Time by Work State