Insights

Insights are part of Cliedesk Pro. Open Insights in the main menu. You need the View reports permission. Cliedesk finds the numbers with statistics, so insights work without AI. When AI is on, it adds a short cause and summary. AI pauses when the AI budget is used up; the statistics go on.

Alerts

Every 10 minutes Cliedesk counts new conversations of the last hour per topic, intent, product and channel. It compares the count with the same hour on the same weekday in the last 4 weeks. A clear spike creates an alert with a severity (Low, Medium or High), sample conversations and a summary. Supervisors and Admins get the alert in the app (and as a push notification on their installed app), by email, in Slack or Teams and through webhooks (ai.anomaly_detected). While an alert is open, a continuing spike updates it and sends nothing new.

Select Create incident to make the incident in one step: a tracker with the alert’s conversations, a notice on the widget and portal, and new conversations of the same topic join the tracker. You can add a temporary AI policy (for example “The payment gateway is down, do not troubleshoot payments”). When an issue linked to the tracker (Jira, Linear, GitHub …) is done, Cliedesk resolves the tracker, the notice ends, and you approve one update per customer. Draft closing update writes that update with AI; you edit and approve it before it is sent. In the tracker, Closing update at the top writes the same draft: click Draft with AI, read it, click Copy and paste it into the reply when you resolve the tracker.

Trends

Every week Cliedesk compares the last 7 days with each of the 4 weeks before for volume, AI resolution rate, CSAT, AI CX score and handle time, per topic, channel, product, team and brand. A trend card shows only a change that is too big to be chance, with the likely cause and sample conversations.

Tracker suggestions

When 10 or more similar conversations arrive within 2 hours and none is in a tracker, a suggestion lists them. Select Create tracker to link them all to a new tracker. Nothing changes until you accept.

Automation

Every week Cliedesk looks for work people repeat by hand: the same saved reply after the same topic, the same tag followed by the same assignment, and busy topics the AI agent rarely resolves. Each item shows how often it happens a month and the time you could save. Draft workflow saves a rule that is turned off and shows how many of those conversations it would match. For a topic the AI rarely resolves, Draft playbook writes a playbook draft with AI (it stays off). If you use the admin copilot, it opens with the draft: for a rule you can approve Turn on the draft rule there, or ask the copilot to change or simulate it first. You can also check the rule in Settings → Automation → Rules and turn it on there.

Weekly digest

Every Monday at 8:00 (an Admin can change the day and hour) Supervisors and Admins get one digest: top changes, new topics, gaps, anomalies, AI resolution rate, AI cost, CSAT and AI CX score against the week before. Each line links to its evidence.

Related: Quality, reports, AI settings.