> Source: https://builder-docs.ema.ai/agent-qa/insights
> Title: Using the Insights Dashboard

# Using the Insights Dashboard

The Insights tab surfaces AI-generated patterns across all evaluated interactions. Unlike Metrics (which shows aggregate numbers), Insights tells you **what is happening and why**.

Insights can be filtered by **agent** (via dropdown) and **date range** (same presets as the Audit tab).

## 7.1 Five Insight Categories

**Agent Performance:**

Category

What It Surfaces

**Top Strengths**

Positive agent behaviors identified across interactions

**Opportunities**

Areas needing improvement, with coaching recommendations

**Product Insights:**

Category

What It Surfaces

**Product Bugs**

Technical issues surfaced from customer conversations

**Product Feedback**

Feature requests and suggestions mentioned by customers

**Competitor Insights:**

Category

What It Surfaces

**Competitors**

References to competitors in customer calls

> [INFO]
> Product Bugs, Product Feedback, and Competitors are all generated by a single configurable agent in the standard template, not three separate mechanisms -- they're grouped here by what they surface, not by how they're produced.

## 7.2 Each Insight Contains

Column

Description

**Driver**

High-level behavioral topic with instance count (e.g., "Information verification")

**Category**

Sub-category within the driver (e.g., "Active listening")

**Verbatim examples**

Representative transcript snippets. The first verbatim is shown by default; click to expand for additional examples.

**Instances**

A button showing the total count that opens the detail drawer

## 7.3 Insight Thresholds

Not all insights are displayed. The system applies minimum thresholds to surface only meaningful patterns:

**Agent Performance insights (Strengths and Opportunities):**

Scope

Minimum Count Required

Single agent

\>= 2 instances

Team (all agents)

\>= 3 instances

**Product insights (Bugs and Feedback):** Shown if the insight is in the top 20% by count OR has a count >= 5.

**Competitor Mentions:** All mentions are displayed (count >= 1).

## 7.4 Viewing Insight Details

Click the **Instances** button on any insight row to open a detail drawer showing:

Detail

Description

**Summary**

The driver name with category badge and total instance count

**Matching instances**

Individual instance cards, each showing the UCID (linked to the Audit tab), justification, and source verbatims in an expandable accordion

## 7.5 Using Insights Effectively

Category

How to Use It

**Top Strengths**

Share with teams for positive reinforcement. Document best practices.

**Opportunities**

Build targeted coaching plans. Prioritize by count -- higher counts = more widespread issues.

**Product Bugs**

Route to engineering and product teams. These are real customer pain points.

**Product Feedback**

Forward to product management as voice-of-customer data.

**Competitors**

Share with strategy and marketing. Track which competitors are mentioned most.

## 7.6 Coaching Reports

Generate a personalized training document for an individual agent, tailored to their specific improvement areas:

1.  From the Insights tab, select the agent to generate a report for
2.  Ema analyzes that agent's QA feedback and insights
3.  A training document is produced, focused on that agent's specific improvement areas