BlackBeltHelp Insights

Real-Time Dashboard for Your Helpdesk That Measures AI and Human Performance on the Same Record

What the product is.

A real-time dashboard for your helpdesk built for higher education institutions running AI and human support together. Most AI vendors report on the AI. Most helpdesk vendors report on the human agents. Insights keeps both on the same interaction record, so a call that starts with AI and transfers to a live agent stays one interaction from beginning to end. For IT leaders who have to track the quality of their helpdesk support experience, generate dynamic reports on service levels, and plan ahead for changes in operations, BlackBeltHelp Insights Core and Insights Pro give you the access to real-time performance metrics, configurable reports and detailed dashboards.

Insights Core is for the sponsor and the director who need one trusted picture of service against the contract. It shows how the helpdesk is performing and answers the question they get asked most: are we getting what we paid for, and are students getting through?

Insights Pro is for campuses that want to act on the insight. It shows why something happened, what to fix first, and what is about to break, so you can fix the driver, coach the team and staff the peak.

Insights Core Demo

What happened, across phone, chat and email, AI and people alike.

Insights Pro Demo

Why it happened, what to do next, and what’s about to break.

Pro includes everything in Core. Where a capability exists in both tiers at different depth, the depth is named.

Capability	Core	Pro
1 The Foundation
One interaction record. AI legs and human legs of the same contact, end to end.	✓	✓
Phone, chat and email on one set of definitions	✓	✓
2 Volume Against Your Contract
Interactions bought, used and remaining, per channel	✓	✓
Consumption pace, with an alert when a channel runs ahead of contract	✓	✓
Forecast to contract end	Straight line	Model-based
Month by month actual against your own projection	×	✓
Editable monthly projection, seeded from last year and your calendar	×	✓
3 Service Levels
Contracted targets: answer speed, handle time, abandoned, chat and email first response	✓	✓
Days target met, status and trend per service level	✓	✓
Compare any two periods, or the same period last year	vs previous	Any two periods
4 Performance By Channel
Phone, chat and email pages: the interaction, the AI leg and the person leg, never mixed	✓	✓
Month by month, volume or trend. Is the AI resolving a growing share?	✓	✓
When interactions arrive: day of week by hour, with AI-only hours marked	✓	✓
Academic calendar overlaid on the charts, so a peak is named	×	✓
Repeat contacts linked to what happened the first time	×	✓
5 AI Agent Performance
Handled, resolved, transferred and handle time, per AI agent and version	✓	✓
Quality score, scored automatically on 100% of AI legs	Average	Distribution plus evidence
Your own procedures: matched, confirmed, completed, resolved when fired	✓	✓
Why interactions left the AI, by reason and by who initiated the hand-over	×	✓
Where each procedure stalls, and the fix that would carry callers through	×	✓
Turn-level analysis and A/B version reports	×	✓
Knowledge gaps. What the AI agent could not answer, clustered, with the article to add.	×	✓
6 Human Agent Performance
Answered, answer speed after transfer, handle time, abandoned, escalations to your team	✓	✓
Answered against abandoned by hour, with breach hours marked	✓	✓
Human quality audit scores	✓	✓
7 What Is Driving Contacts
Top drivers with share, across channels	Top five	Full table, per channel
Change against the previous period, per driver	×	✓
Resolution and top transfer reason, per driver	×	✓
Weekly trend per driver	×	✓
Containment recommendations. What to automate next, ranked by the volume it frees.	×	✓
8 Alerts
Consumption and contract alerts	✓	✓
Volume, containment, handle time and service level against your baseline	×	✓
Calendar aware. "This is the disbursement surge", not "a number went up".	×	✓
Outage and system alerts read from call content	Signals add-on	Signals add-on
9 Evidence and Drill Down
Segment timeline: each AI agent, each wait, the person, the hand-off to your team	×	✓
Transcripts and call recordings	×	✓
Ticket linked to the interaction that created it	×	✓
10 Reporting and Sharing
CSV and PDF export of any page	×	✓
Scheduled delivery to the people who own the number	×	✓
Custom dashboards per office: financial aid, registrar, IT	×	✓
Ask Insights. Ask your data a question in plain English.	×	✓
11 Account and Administration
Contract terms, coverage windows and contracted targets	✓	✓
Products you have, and what each is doing for you	✓	✓
Academic calendar upload	✓	✓
Calendar used for alerts and projections	×	✓
Role-based access, audit logging, WCAG 2.1 AA	✓	✓

Frequently asked questions

Quick questions.

01

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How current is the data?

Near real time. The dashboard refreshes continuously through the day, so you are looking at the operation as it is running, not at yesterday's export.

02

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Does it cover interactions our own staff handle?

Every interaction handled by BlackBeltHelp, AI and human agents alike, on the same record. It does not report on interactions your own staff handle inside your systems.

03

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Do we have to replace our BI or reporting stack? /h3>

No. Insights reports on your support operation and exports on a schedule into whatever you already run.

04

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Can we see what drove a specific number?

Yes. Pro opens the underlying interactions, with transcripts and audio.

05

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Is Insights included in my contract?

1 license of Core is available for certain contracts. Pro is available as an upgrade. Check with your BlackBeltHelp representative for information on your current contract and how to add or upgrade to Insights Core/Pro.

06

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Can we see what drove a specific number?

Yes. Pro opens the underlying interactions, with transcripts and audio.

07

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Is Insights included in my contract?

One license of Core is available on certain contracts. Pro is available as an upgrade. Check with your BlackBeltHelp representative for information on your current contract and how to add or upgrade to Insights Core or Pro.

Integrations

Plugs into your stack on day one.

Native connections to your SIS, LMS, identity, MFA, ITSM, and CRM stack mean the AI acts in your systems instead of reading from a script. Verify identity, reset in Banner or Entra, enroll MFA in Duo, update the ticket in Salesforce or TeamDynamix, confirm the fix before the call ends. Every workflow configured in a self-service agent studio.