RTM vs Insights
The Real-Time Monitoring and Insights Explorer dashboards have some things in common—they both process data and present it in real-time—but there are distinct use cases for each.
Real-Time Monitoring is valuable for keeping a pulse on what’s currently happening across all ticket volumes. It will show you ticket spikes and specific trending tags, so it can be a great first signal of an outage, or something else gone awry.
Insights Explorer is ideal for deep diving into long-term trends, such as ticket volume or customer sentiment. Because it tracks all metrics week-over-week, it helps you see how certain aspects of your inbox are evolving over time.