Investigation Insights
Investigation Insights is a dashboard that helps supervisors and managers understand how their team is using Investigation Checklists. It answers questions like:
Are case leads accepting or changing the recommended responses?
Which fields are being changed most often?
Which case leads frequently override recommendations?
How often is QA rejecting work, and for what reasons?
Accessing Investigation Insights
Navigate to Reports > Investigation Insights
Users must have Reports access permissions to view this dashboard
The dashboard has two main sections, accessible via tabs at the top:
Recommended Responses - Shows how often response recommendations are accepted vs. changed
QA Review - Shows quality assurance rejection patterns
Filtering Your Data
Both tabs have a Filters section (click to expand) that lets you narrow down the data:
| Filter | Description | |--------|-------------| | Date Range | Show only cases resolved within a specific time period. Defaults to the last 7 days. | | Checklist Name | Focus on specific checklist types (e.g., "Customer Support Intake") | | Field/Question | Focus on specific checklist fields | | Case Lead | See data for specific case leads only | | QA Reviewer | (QA Review tab only) See data reviewed by specific QA reviewers |
!!! tip Filters work together. For example, selecting a checklist will update the Field/Question dropdown to only show fields from that checklist.
To apply filters:
Click the Filter button to expand the filters section
Select your criteria
The dashboard updates automatically as you make selections
Recommended Responses Tab
This tab shows insights about recommended responses in checklists. When case leads fill out checklists, some fields have recommended values suggested by administrators. This section tracks whether those recommendations were accepted or changed.
Summary Cards
Recommended Responses Applied
The total number of times a case lead accepted a recommendation without changing it.
Calculation: Counts every field where a recommendation was provided AND the case lead kept that recommendation as their final answer.
Fields with Recommendations
The number of different checklist fields that have recommendations configured.
Calculation: Counts the distinct field names across all checklists in your filtered data that have recommendation capability.
Recommendation Change Rate
The percentage of recommendations that were changed (not accepted).
Calculation:
(Recommendations Changed) ÷ (Total Recommendations) × 100Example: If there were 100 recommendations and 25 were changed, the rate would be 25%.
Charts
Fields with Recommended Response Changes (Left Side)
This chart shows which checklist fields are most frequently changed from their recommended values.
Bar length represents the number of times that field was changed
Percentage shows what portion of that field's recommendations were changed
Example: If "Case Priority" shows 156 changes at 78%, it means:
Case leads changed the Case Priority recommendation 156 times
Those 156 times represent 78% of all Case Priority recommendations (22% were accepted)
Drilling Down: Click any bar to see which case leads changed that specific field. Numbers and percentages specific to each case lead are presented using the same calculation.
Case Lead Recommended Response Changes (Right Side)
This chart shows which case leads change recommendations most often.
Bar length represents the number of changes made by that case lead
Percentage shows what portion of their recommendations they changed
Example: If "Sarah Chen" shows 45 changes at 30%, it means:
Sarah changed recommendations 45 times
Those 45 times represent 30% of the recommendations she received (70% were accepted)
Drilling Down: Click any bar to see which fields that case lead tends to change. Numbers and percentages specific to each field are presented using the same calculation.
Sorting Options
All charts can be sorted two ways using the radio buttons above each chart:
Volume (default) - Shows items with the highest counts first. Use this to see where the most activity is happening.
Rate - Shows items with the highest percentages first. Use this to identify patterns regardless of volume.
!!! example A case lead with 5 changes out of 10 recommendations (50% rate) would rank higher than one with 20 changes out of 100 (20% rate) when sorting by Rate, but lower when sorting by Volume.
Recommended Response Change Log
This table shows every instance where a case lead changed a recommended value. Use this to:
See the exact recommended value vs. what was entered
Click a case number to open that case
Export to Excel for further analysis
| Column | Description | |--------|-------------| | Case # | The case number (click to open the case) | | Checklist Name | Which checklist this was from | | Question | The field that was changed | | Recommended Response | What the administrator suggested | | Final Value | What the case lead actually entered | | Case Lead | Who made the change |
Click Export to download the data as an Excel file. The export includes all data matching your current filters, not just what's visible on the current page.
QA Review Tab
This tab shows insights about quality assurance review outcomes. When QA reviewers check case leads' work, they may reject fields that need correction. This section tracks those rejection patterns.
Summary Cards
QA Reviews Completed
The total number of cases that went through QA review.
Calculation: Counts the distinct case numbers that have QA review records in your filtered data.
QA Rejection Rate
The percentage of cases that had at least one rejection during QA review.
Calculation:
(Cases with at least one rejection) ÷ (Total cases reviewed) × 100Example: If 50 out of 200 reviewed cases had at least one field rejected, the rate would be 25%.
!!! note A case is counted as "rejected" if any field was rejected during QA review.
Top Rejected Fields
The three fields that are most commonly rejected by QA reviewers.
Shows: Field names with the highest rejection counts, along with how many times each was rejected.
Charts
QA Rejections by Field (Left Side)
This chart shows which checklist fields are rejected most often during QA review.
Bar length represents the number of rejections for that field
Percentage shows what portion of QA reviews for that field resulted in rejection
Example: If "Resolution Notes" shows 89 rejections at 45%, it means:
The Resolution Notes field was rejected 89 times
Those 89 times represent 45% of QA reviews that included this field (55% were approved)
Drilling Down: Click any bar to see which case leads were rejected for that specific field. Numbers and percentages specific to each case lead are presented using the same calculation.
QA Rejections by Case Lead (Right Side)
This chart shows which case leads receive the most QA rejections.
Bar length represents the number of rejections for that case lead
Percentage shows what portion of their QA-reviewed fields were rejected
Example: If "Mike Rodriguez" shows 34 rejections at 22%, it means:
Mike's work was rejected 34 times across all fields
Those 34 times represent 22% of his QA reviewed fields (78% were approved)
Drilling Down: Click any bar to see which fields that case lead is most commonly rejected for. The number shows how many times they were rejected for each field. The percentage represents relative volume compared to their most-rejected field (not a rejection rate).
Sorting Options
Charts support the same sorting options as the Recommended Responses tab:
Volume (default) - Highest counts first
Rate - Highest percentages first
QA Review Change Log
This table shows a summary of QA rejections grouped by case and field. Use this to:
See how many times a specific field was rejected on a case
Compare original vs. final values after QA corrections
Click a case number to open that case
Export to Excel for further analysis
| Column | Description | |--------|-------------| | Case # | The case number (click to open the case) | | Checklist Name | Which checklist this was from | | Field | The field that was rejected | | Rejection Count | How many times this field was rejected before being accepted | | Original Value | What was first submitted | | Final Value | The final accepted value after QA corrections |
Click Export to download the data as an Excel file.
Interpreting the Data
High Recommendation Change Rates
If a field shows high change rates (above 50%), consider:
Updating the recommended response to better match common scenarios
Adding more response options
Providing additional context or examples in the field description
High QA Rejection Rates
If a field shows frequent QA rejections, consider:
Clarifying field instructions
Providing training or examples for case leads
Reviewing whether the field requirements are too strict or unclear
Team Member Patterns
If specific team members show consistent patterns (high overrides or rejections):
Provide targeted training
Review their cases to understand their approach
Share best practices from high-performing team members
Tips for Using Investigation Insights
!!! tip "Getting Started" Start with the summary cards to get a quick overview of recommendation usage and QA rejection rates.
!!! tip "Comparing Time Periods" Use the date filter to compare time periods (e.g., this month vs. last month) to spot trends.
!!! tip "Understanding the Why" Drill down into charts by clicking bars to understand the "why" behind the numbers.
!!! tip "Finding Training Opportunities" Sort by Rate when looking for training opportunities - a case lead with a high change rate on a specific field might benefit from additional guidance.
!!! tip "Prioritizing Improvements" Sort by Volume when prioritizing improvements - fields with high change counts have the most impact on overall efficiency.
!!! tip "Deeper Analysis" Export the data for deeper analysis or to share findings with your team.