> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vorel.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Insights

> Findings the platform surfaces on its own: what changed, what is going wrong, and what to do about it.

Reports wait for you to ask. Insights tells you what you should have asked.

## What it looks for

The insight engine watches your workspace and raises findings when something is worth your
attention:

* **A metric moved** more than its normal variation
* **A pattern in failures**, for example a cluster of conversations failing on the same topic
* **Something is stuck**, like conversations sitting unanswered or a channel that has gone quiet
* **A configuration problem**, like documents that never finished indexing so the agent cannot
  reach them

Each finding says what it observed, over what period, and what you can do about it, with a link to
the underlying conversations.

## Investigating a conversation

From a finding, or from any conversation, you can trace what happened: which specialist handled each
turn, what was retrieved, where time went, and where a turn failed.

<Note>
  This view describes the conversation in your terms. It does not expose the internals of our
  infrastructure. If you need engineering-level detail on a specific incident, ask your operator.
</Note>

## Insights and knowledge gaps

The two are related and worth distinguishing.

| Surface                                | Answers                                                  |
| -------------------------------------- | -------------------------------------------------------- |
| **Insights**                           | Something changed or is going wrong right now            |
| **[Knowledge gaps](/agent/knowledge)** | You have no answer for these questions, ranked by impact |

Knowledge gaps run weekly and are a backlog you work through. Insights are closer to real time and
are things you look at now.

## Acting on a finding

Most findings resolve into one of:

* **Write a knowledge entry**, if customers keep asking something you cannot answer
* **Adjust a rule**, if the agent escalates too often or not often enough
* **Fix a configuration**, if a channel, a calendar or an indexing job is not doing its job
* **Nothing**, if the change is explained by something you already know about, like a campaign

## Where to see them

Findings appear under **Insights**, and the important ones surface in your
[daily digest](/analytics/overview) so you do not have to go looking.