Advanced Insights

Make Data Your Superpower

Customer service isn’t just about handling inquiries—it’s about building lasting Customer Friendships™. Advanced Insights helps you shift support from cost center to value driver by unlocking the full potential of every customer interaction.

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Why Choose Advanced Insights?

Supercharge Team Performance

Get powerful visibility into your conversation backlog—turn support data into your strategy.

Uncover Hidden Trends

Boost efficiency with valuable metrics and AI-powered CSAT insights.

Customize Your View

Build tailored dashboards, track SLAs, and prove the value of great service—no data team required.

Custom Dashboards

Say goodbye to generic reports

Create customizable dashboards that align with your business objectives–mix and match KPIs to build a tailored view that truly supports your goals.

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AI CSAT Insights

Spot Issues Early. Double Down on What Works.

With AI-powered sentiment analysis, get an instant pulse on customer satisfaction. Automatically identify top strengths, spot areas for improvement, and detect recurring themes and issues. All your customer sentiment insights, trends, and satisfaction metrics—in one clear view.

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Book a personalized demo to see Dixa in action.

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Conversation Analysis

Improve Resolution Rates and Customer Satisfaction

Go beyond surface-level metrics. Conversation Analysis equips you with powerful tools to uncover what’s really happening with your support conversations—through customizable reports and root-cause analysis that reveal how customers and teams truly interact.

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Activity Analysis

Understand How Your Team Works Behind the Scenes

Get to the root of performance issues, optimize workflows, and balance workloads to drive team efficiency and satisfaction.

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SLA Analysis (beta)

Never Lose Track of Your Service Commitments

When you’re building lasting customer relationships, every second counts. With Dixa’s SLA Analysis you can stay accountable, respond faster, and uphold high standards across every channel.

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Frequently asked questions

What is Advanced Insights?

Advanced Insights is Dixa’s analytics add-on, designed to help customer service teams gain actionable insights from their data. It includes customizable dashboards, AI-powered CSAT analysis, conversation insights, agent activity breakdowns, and SLA tracking.

Do I need a data analyst to use Advanced Insights?

Not at all. Advanced Insights is built for support leaders, not data scientists. The interface is intuitive and easy to use—so you can build reports and analyze performance without needing a technical background.

How does AI CSAT analysis work?

Dixa’s AI analyzes the tone, sentiment, and language of CSAT comments delivering instant customer insights and helping you uncover strengths and areas of improvement in your organisation.

Can I track SLA breaches by queue?

Yes! You can configure response time SLAs for each queue in Dixa. Advanced Insights then tracks which conversations meet or breach those SLAs, giving you real-time visibility and reusable reports.

Is Advanced Insights part of Dixa’s platform or an add-on?

Advanced Insights is included in the Dixa platform for organizations on the Prime package. If you’re on a different plan, you can still access it by purchasing it as an add-on.

If you’re already a customer, your Customer Success Manager can help you get started. New to Dixa? We’ll walk you through how Advanced Insights fits into your support stack during your personalized demo.

How do I get started?

It’s simple—book a demo, and one of our experts will walk you through how Advanced Insights works, tailored to your business needs.

Since using Dixa, every single metric has improved. From having everything on one screen to seamless agent experience, multiple channels and QA capabilities, working with Dixa has been very efficient. Dixa has also offered us great care and relationship. It’s definitely a software we would like to keep.”

Bailey Aidan Customer Care Lead