C3 Insights Dashboard for Admins

How Admins view AI-generated team insights across supervisors and, with a C3 license, generate their own.

In this article

• Overview
• Who this guide is for
• Features and functions
• License tiers at a glance
• How to use and navigate

Overview

Admins oversee multiple supervisors and teams, often across the whole account. C3 Insights lets an Admin see the AI-generated intelligence each supervisor is already using, such as Contact Call Plans, sentiment trends and topic trends, without logging in as that supervisor or asking them to pull a report.

Why it matters: an Admin's job is oversight across many teams at once. Rather than opening each supervisor's dashboard individually, the Admin view lets you pick any supervisor and their team(s) and immediately see what AI Companion has already surfaced for that team, such as at-risk accounts, sentiment shifts and topic trends, all in one place.

Two levels of Admin access
What an Admin can do in C3 Insights depends on whether their own user account carries a C3 Insight license, not just whether C3 is enabled on the wider account.

• Admin without a personal C3 license: can view insights that a licensed Supervisor has already generated for their team, but cannot run new AI queries.
• Admin with a personal C3 license: gets the same view access, plus the ability to run new AI Companion queries, the same query capability a licensed Supervisor has.

C3 AI insights by supervisor, initial view: the Admin dashboard showing the Select a supervisor dropdown before a supervisor has been chosen.

Who this guide is for

This guide is for Customer Admins on accounts with AI Companion (C3) enabled. It covers the Admin's view of C3 Insights specifically. For the Supervisor's own experience of generating and acting on insights for their team, see the C3 Insights Dashboard: Supervisor Guide.

Customer Admins on accounts that have not enabled C3 Companion will continue to see and use the standard Insights dashboard.

Features and functions

An Admin's C3 Insights dashboard looks like a Supervisor's in most respects: the KPI strip, Team Performance and User Live Stats panels all work the same way. The key difference is the AI Companion panel, which for an Admin starts as a supervisor picker rather than an open question box.

C3 AI insights by supervisor

Where a licensed Supervisor sees Ask AI Companion about your team, an Admin instead sees C3 AI insights by supervisor. This panel is built for browsing rather than querying, and prompts you to pick a supervisor to open the insights they have already generated.

This reflects the core model of Admin access: insights belong to the Supervisor who generated them, and an Admin's default role is to view that work across the team(s) they oversee.

Selecting a supervisor and scope

Two dropdowns control what you see:

Supervisor selected, saved insights view: the supervisor's team and agent count, the Insights for scope selector, and Team Wide Insights tiles each stamped with when they were generated.

Browsing saved Team Wide Insights

Once a supervisor is selected, the same Team Wide Insights templates a Supervisor uses appear as tiles: Top X Contact Call Plan, Daily Sentiment Trends, Key Topic Trends, and Weekly Team Pulse. For an Admin without a C3 license, each tile shows a timestamp (for example, "Wednesday · 9:04 PM") marking when that supervisor generated it. Clicking a tile opens the saved result; it does not run a new query.

Targeted Insights (Daily Agent Debrief, Cohort Comparison) follow the same rule: an unlicensed Admin can open ones the supervisor already generated, but cannot request a new one.

Contact Call Plan detail, Admin view: 7 day view showing the Summary card, status filter chips (All / At Risk / Need Attention / On Track), contact rows with sentiment and agent links, the Why these explanation, and the summary tiles.

Generating new insights (C3-licensed Admins only)

If your own account carries a C3 Insight license, the panel behaves like a Supervisor's. As well as browsing a selected supervisor's saved insights, you can select any of the pre-defined insight prompts and AI Companion will process it live, showing its ranking logic before returning a new Summary and Contact Call Plan.

This is the one capability gated entirely by your personal license, regardless of which supervisor or team you're viewing.

Team Performance and User Live Stats

These panels are unaffected by C3 license status. Any Admin can see Team Performance and User Live Stats (On Call / Available / Offline counts and live call detail) for the teams they oversee, the same as described in the Supervisor Guide.

Team Performance shows a card for each active agent with their call count, sentiment and AHT for the period. Each agent card includes:

Team Performance agent card showing avatar, name, role, an AT RISK status badge, and the Calls / Sentiment / AHT stats row with progress bar.

Sentiment bands

Every agent's sentiment score maps to one of three bands, and that band drives the badge shown on their Team Performance card:

License tiers at a glance

In short: license status changes whether an Admin can ask AI Companion something new. It does not change what they can see once a supervisor's work exists.

How to use and navigate

Step-by-step instructions for the most common Admin tasks in C3 Insights.

Open the dashboard

1. Log in to CloudCall and select Insights from the left-hand navigation menu.
2. Use the Live / Today / 7 day tabs and the Team dropdown to set your overall view, the same as any Insights user.

Select a supervisor to view their insights

1. In the C3 AI insights by supervisor panel, open the Supervisor dropdown.
2. Choose the supervisor whose team you want to review. The panel updates to show their name, teams, and agent count.
3. Use the Insights for dropdown to scope to a specific team, or leave it on All Teams.

Browse saved Team Wide Insights

1. Review the Team Wide Insights tiles: Top X Contact Call Plan, Daily Sentiment Trends, Key Topic Trends, Weekly Team Pulse.
2. Check the timestamp on each tile to see when the supervisor last generated it.
3. Click a tile to open that saved insight.

Drill into a Contact Call Plan

1. Open a Contact Call Plan tile to see the Summary and the full contact list.
2. Use the All / At Risk / Need Attention / On Track filters to narrow the list.
3. Open Why these for the plain-language explanation of the ranking.
4. Click Agent Profile, View Contact, or View Call Details on any row for more detail.

Run a new query (C3-licensed Admins only)

1. With a supervisor selected, click an insight prompt, for example Top X Contact Call Plan.
2. Watch the ranking status line while AI Companion processes the request.
3. Review the generated Summary and Contact Call Plan the same way you would a saved one.

Note: if clicking a prompt only opens a previously saved result and never runs a new query, your account does not currently carry a C3 Insight license. Contact your CloudCall account team if you need one.

Switch supervisors or teams

1. Return to the Supervisor dropdown at any time to change whose insights you're viewing.
2. Change the Insights for scope to move between a specific team and All Teams for the selected supervisor.

Monitor Team Performance and Live Stats

1. Scroll to Team Performance to review per-agent call count, sentiment, and AHT for the teams you oversee.
2. Check User Live Stats for real-time On Call / Available / Offline counts, and use the live coaching panel (Monitor / Whisper / Barge) the same way a supervisor would.