AI Insights
Your inbox of coaching cards and automated alerts.
The insights inbox is where Astervis tells you what changed today without you having to go looking. Instead of opening five dashboards every morning, you open one inbox: a short list of evidence-backed cards — a coaching card for an operator whose scores slipped, a heads-up that complaints about delivery are spiking, an alert that a queue's QA dropped overnight. Each card already did the digging, so you spend your time deciding what to do, not finding what to look at.
This page is the hands-on guide to working that inbox as a supervisor. For the concepts behind it — how insights are generated and how they differ from the agents you configure yourself — see Agents & Insights.
Insights run on top of AI call analysis. If transcripts and QA scores aren't flowing yet, the inbox will be empty — start with AI Call Analytics, then come back. There's nothing extra to deploy on your PBX; AI is a license tier you turn on.
The four kinds of insight
Every card in the inbox comes from one of four built-in templates. They're deterministic — fixed rules running against your call data on a schedule, not a language model guessing — so the same numbers always produce the same card, and every card is something you can verify.
Operator Coach
A daily per-operator coaching card: today's QA vs their 30-day baseline, a win to replicate, a coaching opportunity, and their single weakest criterion.
Theme Discovery
Topics that are suddenly spiking — a new complaint, a recurring product question, a competitor's name — surfaced before they reach a report.
Anomaly Watch
QA drops, low-scoring operators, complaint spikes and negative-sentiment trends, each linked to the dashboard widget that explains it.
Team Pulse
A team-level read on the shift, so you can see how the floor is doing at a glance instead of one operator at a time.
When you scan the inbox, the type tells you what kind of attention a card needs: an Operator Coach card is a conversation to have, an Anomaly Watch card is a fire to check on.
Anatomy of an insight
A card is built to be acted on, not just read. Every one carries the same parts.
The type is which template produced it (Operator Coach, Theme Discovery, Anomaly Watch, Team Pulse). The severity tells you how urgent it is — Anomaly Watch, for example, flags an operator under 60 as a warning and under 40 as critical. Severity is what you triage by: clear the criticals first, skim the rest.
Working the inbox
Triaging insights is a quick daily loop: open the inbox, deal with the urgent cards, clear the noise, and move on. Each action below changes the card's lifecycle state.
Open and scan by severity
A card starts as new — fresh, and nobody on your account has looked at it. Opening it marks it seen. Sort your attention by severity: handle critical Anomaly Watch cards before the daily coaching cards.
Acknowledge what you'll own
When a card is real and you're taking it on, mark it acknowledged. This is you saying "I've got this" — useful when several supervisors share an inbox, so work doesn't get done twice or dropped.
Act, then resolve
Do the thing the card recommends — coach the operator, review the flagged calls, address the spiking topic — then mark it resolved. The card closes out of the active inbox but stays in the record.
Snooze if it's not the right time
Not urgent today but you don't want to lose it? Snooze it and the card comes back later, when you've got time to deal with it properly.
Dismiss what doesn't apply
If a card isn't relevant — a known one-off, an operator who's already left — dismiss it to clear it for good without pretending you resolved a real issue.
Snooze and dismiss are not the same. Snooze parks a card to revisit; dismiss removes it because it never needed action. Use dismiss honestly — resolving a card you didn't actually act on hides a real problem from your team.
Bundling: similar cards grouped together
When the same condition fires repeatedly, the inbox doesn't bury you in duplicates. Similar insights are bundled into one card — you'll see "5 similar this week" rather than five separate entries about the same spiking topic or the same struggling operator. Acting on the bundle handles the group, which keeps a busy floor from generating an unreadable inbox.
Telegram delivery
You don't have to be logged in to catch what matters. Insights can be pushed to Telegram as they're generated, so a supervisor gets the morning Operator Coach card or a critical Anomaly Watch alert directly in chat.
Telegram is the push; the inbox stays the system of record. An alert in chat tells you something happened — you still open the inbox to see the evidence, act, and move the card through its lifecycle. Telegram delivery is configured alongside your Open Lines Telegram channel.
Where agent programs surface their alerts
The four templates above are the insights Astervis ships. You can also define your own monitors in plain language — agent programs — for thresholds and behaviours specific to your operation ("alert me if any operator's weekly QA drops below 70").
Agent programs run on their own schedule (their "heartbeat") and return a structured
verdict — ok, alert, or critical — each run. Where that verdict shows up
depends on the agent's authority level:
- An observe agent records its verdicts quietly on the agent activity feed and notifies no one.
- An alert agent surfaces a notification — in-app and, if configured, in Telegram —
the moment its status turns
alertorcritical. - suggest and act agents go further, proposing or (behind an approval gate) running recommended actions.
So a quiet day means your inbox holds the built-in coaching and anomaly cards, while your custom agents sit on the activity feed until one of them has something worth saying. To build, tune, and set authority levels for your own monitors, see the full guide.
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