What's new in OI (October 2026 edition)

Overview

Insights is a new page in the Operative Intelligence platform. It brings your demand and performance data into one view where you can explore and compare it, then act on it. You can slice interactions by reason for contact or by who handled them. You can watch today's demand as it comes in, compare metrics and time periods, mark events on the timeline, and ask questions of your transcripts with OI-Q, all from one page.

Highlights

• Live mode: see today's interactions as they arrive, refreshed throughout the day.
• Persistent view: your page remembers your settings across sessions and devices.
• Four linked charts: Metric, Overtime, Change and Impact.
• Compare mode and Merged compare: compare two metrics, or one demand driver against the rest.
• Widgets: Prior Period Comparison, Transcripts, OI-Q and Export.
• Lenses and Opportunities: switch from demand drivers to performance views or business-case views.
• Events, Labels and Episodes: mark up and group your data your way, or the company's way.

What's new

Navigating your view

Metric cards The cards along the top of the page set what the charts measure. Click a card to make it the active metric. Average metrics start with the word "Average". Total metrics show a % in the top right of the card. Personalise: scroll to the end of the cards and click + to open Manage metric cards. From there you can remove cards and drag the rest into a new order.

Dimensions Break your data down by a classification layer (Root Cause, Inquiry, Sub-Inquiry), a lens (Department, Team, Agent, Model, Queue) or an opportunity label.

Highlight Select one or more dimensions to filter the metric cards and add those dimensions to the Overtime, Change and Impact charts. Toggles in the top right of the charts let you highlight all, clear highlights, or convert highlights to a filter, which removes everything you haven't highlighted.

Time Pick a quick range (1 month, 3 months, 6 months, 1 year, all data) or set a custom date or time range. The default is the last three months. For a single day, switch All day off to choose a specific start and end time. Tip: if your Overtime chart shows a sudden drop at the start or end, your range probably cuts a period short. Align the range to whole weeks or months.

Live mode

See only today's interactions, updated throughout the day.

• Interactions usually appear in OI 15–20 minutes after they end. In that time they are ingested, classified and QA-scored where applicable.
• The page refreshes every 15 minutes by default. If your data source updates less often, it refreshes every 30 or 60 minutes. On Genesys with Event Bridge, it can refresh as often as every 5 minutes.
• To turn it on, click Time → Live. The charts turn from blue to green to show Live mode is on. All items are highlighted automatically, and the time of the last update appears in the top right.
• If your centre doesn't run 24 hours, set your opening time once using Edit Live Start Time. Shift workers can use the same setting to see only what has happened since their shift started.
• To leave Live mode, choose any other date range under Time.

Requires a data source with a live integration.

Persistent view

Insights now saves your view automatically a few seconds after each change, with nothing to click. When you come back on any device, you'll find your date range, selected models, classification view, filters, sort order, timezone, visible charts and cards, transcript columns, lens settings, toggles and Refine Results thresholds as you left them. Your view is private: nobody else sees it, and other people's changes don't affect yours.

If your saved view can't be loaded, the page opens with the standard defaults instead of showing an error.

The charts

Compare mode

Show two metrics side by side on every chart. Hover over a metric card and click the compare icon to set the primary metric, then click a second card. The Metric chart shows paired bars, the Overtime chart gets two lines with separate Y axes, and the Change chart shows two bars per period. Tooltips and legends show both metrics. Clicking a third card replaces the second metric. Some metrics, such as Average Sentiment, can't be compared.

Merged compare

Compare one demand driver with the combined total of the other drivers you've highlighted. This answers questions like "Is Billing behaving differently from everything else?" Highlight at least one bar, hover over another bar and click Merged compare. That bar goes into Group 1 (green) and the rest of your highlighted bars go into Group 2 (blue). The Overtime and Change charts, the legend and the metric cards all update to show both groups, and the metric cards also show the difference between them.

Widgets

Open these from the new Widgets menu. We'll add more over time.

• Prior Period Comparison: compare a metric with an earlier, equivalent timeframe, such as this August against last August. Every card and chart shows both periods, and the cards also show the difference.
• Transcripts: see the interaction-level data behind your current view as a table. You can search it, choose and reorder columns, open full transcripts and export to .csv. It shows 100 records by default, and you can show more.
• OI-Q: ask questions of selected transcripts using a generative AI model that OI hosts and contains for data security.
  • Interaction mode answers for each interaction separately. You can then ask further questions of those answers with OI-Q2.
  • Cohort mode gives one answer for the whole set, up to a context limit. If you select too much, choose interactions yourself or click Fix it for me to pick a random sample that fits.
  • Requests keep running in the background, and you'll get a notification when your answer is ready.
• Export: export any chart to .csv, or the whole page to PDF. The PDF includes your date range and filters.

Changing what the charts show

Lenses Switch the chart dimensions from demand drivers to Model, Queue, Department, Team or Agent to look at performance instead of demand. You can drill down from department to team to agent. To turn lenses on, click + at the top left of the charts and choose Lenses. Use the three-dot menu to switch individual lenses on or off, reorder them or remove them.

Opportunities Switch the chart dimensions to four categories set up for your organisation. Each inquiry is placed in a category based on whether it is valuable to the business and whether it is valuable to the customer. The categories are designed to help you build business cases:

To turn Opportunities on, click the Opportunities metric card, or click + and choose Opportunities. You can drill down into each opportunity to see the inquiries in it.

Marking up and grouping your data

Events: flag a moment on the Overtime chart, such as an outage, campaign, price change or policy update. Create events from the Events metric card and make each one Private or Global. Pin an event to keep its name or description visible, which helps with screenshots.

Labels: group demand drivers your own way, for example "Direct debit failure". To create a label, hover over a demand driver on a bar and choose create label. Each label is fixed to the classification layer you create it on. Labels are private unless a Label Admin makes them public, and you can have several active at once. If you change your classification filters in a way that contradicts an active label, a warning appears before the label switches off.

Episodes: company-wide groupings of demand, such as "New join", so everyone sees demand the same way. Episodes are created at the Sub-Inquiry layer by Episode Admins and are always visible to everyone. You can view them up to Inquiry and Root Cause, and only one can be active at a time. While an episode is selected, its title stays in the header so it's clear what everyone is looking at. 

Permissions

Good to know: features that can't be used together

Some modes switch other features off while they're active. If a control seems to have disappeared, this table is the likely reason.

What does work together: Events work with Labels and with an active Episode, and you can have several Labels active at once. Other requirements: the Impact chart needs an average metric, so it isn't available for Volume, Total Interaction Cost or Hours of Workload. The merge/split toggle and Merged compare both need at least one bar selected.

Availability

Insights is available from Monday 5 October 2026. Some features depend on how your organisation has set up the platform, such as Live mode integrations and Opportunity types, or on your user permissions. If you can't see something described here, that's the most likely reason. Contact your OI account team for help.

What’s not changing

The new Insights portal replaces the existing pages: Root Causes, Inquiries, Sub-inquiries, Opportunities and Metrics. These will be available until the end of December 2026, so your teams have time to transition. 

The Performance, QA, Agent and Team Leader dashboards are unchanged for now.