# Insights

Reports and analytics on what your agent resolved, what it escalated, and where it struggled.

Source: https://docs.omazy.ai/insights/

What actually happened, rather than what you hoped would happen.

| Surface | What it is for |
|---|---|
| **Reports** | Volume, resolution, handover rate, and response times. |
| **Analytics** | The detail underneath: which questions came up, which ones went badly. |

## The number worth watching

Resolution rate on its own can be gamed by an agent that confidently answers
everything. Read it next to handover rate and to the questions that ended
without a useful answer. An agent that resolves less but escalates well beats
one that resolves more and is wrong.

## In this section

- [Reading the reports](/insights/reading-reports/) which numbers mean something

Still to come: how each metric is calculated, and exporting.