> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/monitor-and-report/dialogue-insights.md).

# Dialogue Insights

Use Dialogue Insights to monitor real-time and historic contact center performance.

Dialogue Insights provides real-time and historic reporting for contact center performance. Use it to monitor live activity, review trends over time, and open detailed records for individual dialogues.

The screenshots use example data, with labels, navigation, and date-filter controls updated to match the production reports.

For information about Microsoft Fabric data residency and processing regions used by Dialogue Insights, see [Dialogue Insights reporting environment](/operate/reporting-operations/reporting/dialogue-insights-reporting-environment.md).

## Before you start

You need access to Dialogue Insights and to the contact centers or reports you want to view. Some report sections only show data when the related feature, such as recording, transcript, sentiment, or Quality Monitoring, is enabled for your environment.

To access reports, you must belong to your customer's Microsoft Entra ID security group. See [Customer access to reports and data models](/operate/reporting-operations/reporting/dialogue-insights-reporting-environment.md#customer-access-to-reports-and-data-models) for automatic assignment based on domain and tenant ID and adding users through OnePortal.

{% hint style="info" %}
The Data Processing Agreement (DPA) in our terms and conditions has been updated for Dialogue Insights. Review the current terms and conditions on our company website: [Terms and Conditions](https://anywhere.now/terms-conditions)
{% endhint %}

## Open Dialogue Insights

Open Dialogue Insights from [OnePortal](https://oneportal.anywhere.now/dialogueinsights).

{% hint style="info" %}
If Dialogue Insights is not available for the service, ask the platform administrator to review **Premium Insights** through [Manage Services](/platform-administration/provisioning/provisioning/manage-services.md). Platform administration owns provisioning and service-level configuration; this page starts after access is available.
{% endhint %}

From OnePortal, select the region you want to view: **EMEA**, **NORA**, or **APAC**. If you have access to more than one region, you can switch between the available regions.

Select **Real Time** or **Historic** to open the reporting view you need, or copy the customer-specific report URL.

If you do not have access to OnePortal, ask your AnywhereNow representative to provide the Dialogue Insights URL for the required region and report type. OnePortal access is separate from report access. You can open the customer-specific report URL without OnePortal access, but must still belong to your customer's security group.

## Dashboards and reports

### Real-time reporting

{% content-ref url="/pages/XDDpdMG6uQBNqsfwQpju" %}
[Dialogue Insights real-time dashboard](/use/monitor-and-report/dialogue-insights/real-time-dashboard.md)
{% endcontent-ref %}

### Historic reporting

{% content-ref url="/pages/7wkNjNClJHF0hMUzxyBQ" %}
[Dialogue Insights historic reporting dashboard](/use/monitor-and-report/dialogue-insights/historic-reporting-dashboard.md)
{% endcontent-ref %}

{% content-ref url="/pages/cCgttYyBpNIgfddbescB" %}
[Historic agent performance](/use/monitor-and-report/dialogue-insights/historic-agent-performance.md)
{% endcontent-ref %}

{% content-ref url="/pages/21Eu8rtaOL6vwL5Zcf54" %}
[Historic dialogue classifications](/use/monitor-and-report/dialogue-insights/historic-dialogue-classifications.md)
{% endcontent-ref %}

{% content-ref url="/pages/jmQlae2ysSorfiJ6HALU" %}
[Dialogue Insights historic dialogue overview](/use/monitor-and-report/dialogue-insights/historic-dialogue-overview.md)
{% endcontent-ref %}

{% content-ref url="/pages/RJdiVU8yH5c7LiKzNZKv" %}
[Dialogue Insights historic dialogue details](/use/monitor-and-report/dialogue-insights/historic-dialogue-details.md)
{% endcontent-ref %}

## Work with reports

Most Dialogue Insights reports use the same interaction patterns:

* Use filters to focus on a time range, contact center, skill, or agent.
* Hover over visuals to see exact values and tooltips.
* Select a data point, such as a bar or line segment, to filter other visuals on the same page.
* Clear the selected data point to reset the view.
* Use the visual menu for the actions available in your report view.


---

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