INSIGHTS AND ANALYTICS

See what every AI agent delivers, in every conversation.

NiCE Cognigy Insights shows exactly how your AI agents perform, across every conversation and channel, so you can scale what works, fix what doesn't and prove the impact.

One view of every conversation

Make sense of millions of voice and chat data points a day and surface the trends that matter. No guesswork. No data wrangling. Just clearer CX decisions, faster.

Agentic AI

Visibility at every level.

From live activity to long-term trends to root cause, see what's happening, why and what to do next. All in one place.

See the bigger picture in real time

Track conversations on every service channel and see how they turn into business outcomes.

Live visibility into global and regional traffic lets you react fast and keep service flowing, even when volumes spike.

Plan smarter with trend analysis

Zoom out with historical data that tells a story. Spot patterns, forecast demand and sharpen ops planning.

Find service gaps and double down on the use cases with the greatest impact.

Uncover the "why" behind your numbers

Go beyond surface metrics with qualitative insights and granular filters.

Conversation Analyzer automatically identifies the topics your customers are discussing and allows you to explore individual conversations, so you can uncover friction and unmet needs, and continuously improve your service.

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Turn AI conversations into business results

Optimize the whole journey, from AI agent efficiency to satisfaction scores to revenue.

Stay on top of service quality

See how your AI agents perform across every touchpoint, use case and project. Track every KPI, from response time and containment to customer ratings and engagement, and spot where performance lags.

Reporting built for operations and leadership gives you the data to decide faster.

Know what customers are asking

Topic Discovery automatically surfaces the topics and subtopics customers raise, and flags sudden spikes as they happen.

Use AI-powered topic suggestions to catch emerging themes, like a new product launch, and to guide your next use case.

Quality you can prove

Replace manual spot checks with consistent, auditable evidence of how your AI Agents behave in production.

Let quality, CX and compliance teams set their own benchmarks, with up to ten custom criteria running alongside the built-in sets, and no engineering work required.