See how well you serve customers, and where to improve.
Volumes, response times, workload, satisfaction and Voice of the Customer in one place, calculated from your real workspace data and exportable on a schedule.
Run the desk on facts, not impressions.
Track volume, first response and resolution times, backlog and workload. Spot busy hours and uneven load across the team.
- Volume and trend by day and channel
- First response and resolution times
- Workload and backlog by agent and team
- Leaderboards and goals
Hear what customers actually think.
Surveys capture CSAT, NPS and effort after service. Responses roll up by branch, service and theme, and unhappy customers get an automatic follow-up.
- CSAT, NPS and CES with honest empty states
- Branch, service and theme comparisons
- Public survey links and journey triggers
- Negative feedback becomes a follow-up case
Reporting that stands up to review.
Audit logs and access history show who did what. Scheduled and exportable reports keep management and auditors informed.
- Scheduled reports by email
- CSV exports where permitted
- Audit log of access and permission changes
- Role-based access to reports
| View | Assign | Export | Manage | |
|---|---|---|---|---|
| Administrator | ✓ | ✓ | ✓ | ✓ |
| Supervisor | ✓ | ✓ | ✓ | - |
| Agent | ✓ | ✓ | - | - |
| Auditor | ✓ | - | - | - |
From first touch to a recorded outcome.
Collect
Every conversation, case, call and survey response is recorded as it happens.
Measure
Metrics are calculated from that data, with no placeholders.
Compare
Slice by branch, channel, team, service or period.
Act
Share scheduled reports and follow up on what the numbers reveal.
How service teams put Kito Insights to work.
Built for regulated service teams.
| View | Assign | Export | Manage | |
|---|---|---|---|---|
| Administrator | ✓ | ✓ | ✓ | ✓ |
| Supervisor | ✓ | ✓ | ✓ | - |
| Agent | ✓ | ✓ | - | - |
| Auditor | ✓ | - | - | - |
- Each organisation is isolated at the database level
- Roles with own, team and organisation scopes, plus branch restrictions
- Provider keys and channel secrets encrypted at rest
- An audit log of sensitive access and permission changes
- Mandatory multi-factor sign-in policy for your workspace
- Suspend or remove access instantly, ending active sessions
Questions about Kito Insights.
Where do the numbers come from?
They are calculated from your own conversations, cases, calls and survey responses. Nothing is estimated or pre-filled.
What if we have no data yet?
Metrics show as empty rather than as a misleading zero.
Can we schedule reports?
Yes. Reports can be scheduled and exported where your role permits.
Can supervisors see only their team?
Yes. Report access follows roles and team or branch scopes.
Works best with the rest of KitoDesk.
Kito Cases
Tickets, complaints and service requests with priorities, due times, escalation and a complete timeline, from the first message to a recorded resolution.
Explore Kito Cases →Kito Flow
Rules, macros, bots, journeys and campaigns that handle repetitive work on their own, with approval steps, consent checks and a log of every run.
Explore Kito Flow →Kito Inbox
WhatsApp, email, SMS, website chat and social messages land in a single workspace, with the customer record, history and open cases right beside every thread.
Explore Kito Inbox →Watch Kito Insights handle your kind of work.
Send us a typical day for your team. We build the demo around it, so you see your own conversations, not a script.
- Built around your own workflow
- Security and rollout questions answered
- No obligation
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