A system that explains itself.
Insight gives your team a clear view of everything running in Desk: calls, queues, alerts, paging, screens, and devices. Find the pattern, save the view, share the answer: no spreadsheet to dig through, no reporting request to wait on.
The answers aren’t buried in a spreadsheet.
Most of what a team needs to know about how it communicates is a question someone could ask in a sentence. Insight is where those questions get answered: no reporting request, no new tool to learn.
How many calls came in last week?
When do people wait the longest?
Which locations are busiest?
Where are calls being missed?
What changes on Mondays?
Which teams handle the most volume?
Look closely without breaking anything.
Some people need to run the system. More people just need to understand it. Insight was built around that difference: your team can explore the data, change the view, apply filters, and compare time periods without ever changing how anything is handled. The underlying system stays untouched.
- Read–only: nothing you click changes how anything runs
- Safe for the non–technical people who need answers
- Role–based access, so people see only what they need
The pattern is easy to spot.
A report helps you notice something, instead of making you work harder to find it. Insight gives your team several ways to look at the same information: charts, tables, heat maps, and time–based views. Zoom out to see the trend, zoom in to see the hour. Compare teams, compare locations, notice what changed, and save the view you keep coming back to.
- Charts, tables, and heat maps of the same data
- Zoom from a year down to a single hour
- Forecasts that project the trend forward
Don’t spend your day staring at a dashboard.
Some information matters on a schedule. Some only matters when something crosses a line. Insight can email a report to your inbox on a set schedule, and notify you when a report passes a threshold you define. Get the weekly snapshot, hear about it when something’s unusual, and open the report only when there’s a reason to look.
- Scheduled report snapshots, emailed automatically
- Threshold alerts when a number crosses a line
- Set it once, and let it tell you
Start with reports that already answer the question.
You don’t need to build a dashboard before you can learn something. Insight comes with ready–to–use reports for the things organizations commonly need to understand. Open one, choose the date range, filter what matters, and see the pattern.
See
- Call volume
- Inbound & outbound calls
- Missed calls
- Call duration
- Wait times
- Team & location activity
- Contact–center performance
- Trends over time
Ways to look
- Charts & tables
- Heat maps
- Time–based views
- Filters & parameters
- Saved views
- Forecasts
Stay informed
- Scheduled email reports
- Threshold alerts
- Favorites
- Share with a teammate
Take it with you
- Image (PNG)
- CSV (Excel)
- PowerPoint slides
- Plain data table
Insight doesn’t change how anything runs. It helps you understand it.
Insight brings reporting for every product and service in Desk into one consistent place, so you can see how calls move through the organization, what happens inside the contact center, and whether your screens showed what you scheduled, without learning a different reporting tool for each. Standard data is refreshed nightly.
Questions about Insight.
Standard reports are refreshed nightly, so they reflect everything through the previous day rather than the current minute. Insight is built for understanding patterns, what happened and what keeps happening, not for live, second–by–second monitoring. For specific cases that need a direct, live connection, that’s available by request.
Everything you run in Desk: calls, queues, alerts, paging, screens, and devices, brought into one consistent place. It reads from your NocTel services; it doesn’t import outside data or replace a general business–intelligence tool.
Yes. Insight is read–only. People can filter, compare, and export all they want, and none of it changes how anything runs. That’s the point: the people who need to understand the system don’t have to be the people allowed to change it.
No. Insight comes with ready–to–use reports for the things organizations commonly need: call volume, missed calls, wait times, team and location activity, contact–center performance, alerting and paging activity, screen uptime, and trends. If you need something more specific, NocTel can build a custom report against the data already in your services.
Export it as an image, PDF, CSV, PowerPoint slide, or plain data table, or share it directly with another licensed user. You can also schedule a report to email itself to the right people on a set day.
Yes. Support is staffed Monday through Friday, 5am to 6pm PT, by our own team in Washougal. Reach us at +1 360.837.7400, toll–free at +1 888.400.4521, or support@noctel.com.