Analytics & reporting
UW Insights
Unified, real-time and historical reporting across channels, agents and AI — so you can prove the failure demand is falling.
What is UW Insights?
UW Insights — analytics and reporting — gives supervisors and executives one real-time view of CX performance across channels, agents and AI-handled interactions, tied to business outcomes.
Supervisors and executives can’t see CX performance in one place, can’t tie it to business outcomes, and can’t prove ROI without manual reporting.
Unified, real-time analytics and reporting across channels, agents and AI-handled interactions.
Faster, evidence-based decisions; provable ROI on the wider platform; earlier detection of the failure-demand patterns UWXP is built to fix.
What UW Insights does.
Real-time and historical
Live queue and agent state beside long-run trends, in the same views.
By agent, skill and contact reason
Reporting cut the way supervisors run the floor — including the reasons customers made contact.
Human and AI in one view
Bot, self-service and agent-handled interactions measured together, not in separate tools.
Alerting and monitoring
Agent state, silent monitoring, queue thresholds and alerts for supervisors.
Bring your own AI model
Analytics that work with the AI engines you already use, through the Omni AI Hub.
Failure-demand tracking
See repeat-contact patterns fall as UWXP fixes their causes — the proof the business case needs.
How UW Insights fits the family.
UW Insights is the analytics product of the Upstream Works family. Inside Totalix™ it is the real-time and historical reporting of the Omni AI Hub; it also reports on UWXP, UW Knowledge & Assist and AgentNow, so one set of numbers covers human and AI-handled work across every edition.
Questions about UW Insights.
What does UW Insights report on?
Agent, skill and contact-reason performance, queue and agent state, and both human- and AI-handled interactions, in real time and historically — across every channel the platform runs.
Does UW Insights work across all Totalix editions?
Yes. UW Insights reports across the whole Totalix™ family, and on UWXP, UW Knowledge & Assist and AgentNow, so one set of numbers covers everything.
Can UW Insights prove ROI?
That is its purpose: it ties CX performance to business outcomes and shows failure demand and cost per interaction falling over time, with evidence rather than manual spreadsheets.
Request a demo
Find out how much of your demand you can make disappear.
Tell us who you are and what you run. We’ll show you UW Insights — analytics & reporting — on your use case.
- A live tenant, not a slide deck
- The engineer who knows your platform
- Or connect with one of our 50+ partners
Want your own Totalix trial tenant from 1 December 2026? Join the waitlist →
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What happens next
- Your request goes straight to the Upstream Works sales lead for your region.
- We’ll contact you within one business day.
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