Insights reports

The Insights area gives you read-only reports for invite volume and support-call activity in your organization.

Accessing Insights

From the admin area, open Insights, then select Invite volume by type or Support calls. Both reports show data for your organization only.

Insights is available to admins who can view all trips. If you don’t see the Insights section, your admin role doesn’t have permission to view all trips. Ask an admin who manages roles in your organization to grant it.

Invite volume by type

Reading the chart

The main chart shows your invite volume for the selected calendar year, split by invite type so you can see how the total is made up across your types. Invites that don’t have a type assigned appear as an Untyped segment. A color key above the chart shows which color represents each type — it’s a reference only and isn’t clickable.

Three controls sit above the chart:

• Calendar year — switch between years. Only years with data are offered: nothing in the future, and nothing before your organization’s first invite.
• Report view — toggle between Monthly and Annual:
  • Monthly shows a bar for each month with that month’s volume.
  • Annual shows the cumulative running total, climbing month over month toward your annual estimate. For the current year it stops at the current month, since later months haven’t happened yet.
• Invite type — keep All types to see every type stacked, or pick a single type to focus the chart and the summary below on just that type. The Invite type control is the only way to filter by type.

When annual estimates are set up, a dashed reference line appears, labeled by a caption below the chart:

• In Monthly view it’s your even monthly pace — your annual estimate spread evenly across twelve months — so you can see at a glance whether a month is running above or below plan.
• In Annual view it’s your annual estimate total, which the cumulative bars climb toward.

When you’ve drilled into a single invite type, the line reflects that type’s own estimate.

By invite type

When estimates are set up, a summary tile appears below the chart — one per type when viewing All types, or just the selected type when you’ve drilled in. Each tile shows:

• The actual count so far this year.
• The annual estimate for that type, or no estimate set if one hasn’t been provided.
• A progress bar and percentage showing how much of the estimate has been used.
• A pace indicator — Ahead of pace, On pace, or Behind pace — comparing your actual count against the portion of the estimate expected by this point in the year. Hover over the indicator to see the expected count so far.

Invite types that are no longer in use are marked with a Retired badge but still appear so their historical volume stays visible.

Setting up estimates

Invite volume estimates are managed by your Customer Success Manager, not from the admin area.

If your organization doesn’t have an invite type designated for reporting yet, the dashboard prompts you to reach out to your Customer Success Manager to get started.

If an invite type is set up but no estimates have been added, the dashboard still shows your actual invite volume and displays a note that estimates haven’t been set up yet. Contact your Customer Success Manager to discuss estimate reporting.

If estimates exist for your organization but not for the year you’re viewing, the dashboard says so for that year — switch to a year that has estimates to compare against pace.

Support calls

Select Support calls to understand how often travelers tried to contact your support desk and how many calls connected. Choose 30 days, 90 days, or 1 year to change the rolling reporting period.

The summary shows:

• Call attempts — inbound calls and outbound callback attempts.
• Candidates with call attempts — the number of travelers associated with those attempts and the average attempts per candidate.
• Desk connection rate — the percentage and number of attempts that reached the support desk.
• Average talk time — average and total talk time for connected calls.

The Call attempts over time chart compares all attempts with connected calls. Depending on the reporting period, it groups activity by day, week, or month using UTC boundaries. An asterisk marks a partial UTC period at the beginning or end of the selected range.

The Where call attempts started table breaks activity down by support experience and direction. It shows each source’s attempt count, share of total attempts, and connected calls without exposing traveler identities, phone numbers, recordings, or individual cases.

Use Refresh to request the latest data. If a refresh fails, Insights keeps the previous report visible and lets you try again.