Insight reports

Create insight reports to explore and analyse how users interact with your chatbot. Search for transcripts by passage, channel, chatbot version, or other criteria, and then ask questions about the selected transcripts using natural language.

Insight reports retrieve transcripts based on how chatbot users interacted with your chatbot during the selected reporting period.

You can:

• Search for and view matched transcripts within a report.
• Create an insight report visible only to you.
• Ask questions to gain insights.
• Download the selected transcripts.
• Edit an insight report to change the name, date range, or the interactions the report is looking for.
• Share your insight report with your team.
• Create your own private copy of a shared insight report.
• Delete an insight report.

You need an administrator or publisher role on your team to create, edit, share, and delete insight reports. See Insight report permissions. 

To create insight reports, your chatbot must have:

• Generative AI configurations enabled.
• Insight reports enabled
• A query transcripts task configure with a compatible connector. 

Contact inGenious AI support to request the Generative AI and insight reports features.

Report periods

An insight report retrieves transcripts that occurred within the reporting period. The reporting period may be dynamic, such as "the last 7 days", or between two fixed dates or times.

A report between two fixed dates or times retrieves all transcripts that match the search criteria when you create the report. The maximum range for a fixed-period report is 31 days, and the earliest date the report can start is 90 days before today. The report does not need to be refreshed to view the transcripts later, but it will expire 90 days after the report start date. Expired reports can't be used to view transcripts.

Reports with dynamic periods never expire, but they don't automatically retrieve transcripts as new user chats are created. When you use a report with a dynamic period, you will need to refresh the report to view the latest transcripts that match the search criteria.

Interaction types and properties

An insight report includes transcripts based on an interaction type, such as starting a passage, clicking a link, or handing over the chatbot user to a livechat agent. Only transcripts where this interaction type occurred within the report period are included in the report.

Each interaction type provides different interaction properties you can add to further narrow your search criteria, such as starting a specific passage, clicking a link within a specific conversation, or handing over from a specific channel. You can add multiple interaction properties to fine-tune your report. The report will retrieve transcripts that match all of the properties you include.

The Passage started interaction type provides the most comprehensive list of interaction properties, so it's a great choice to start exploring insight reports. When creating a report, you can hover over an interaction type to see a brief description of the interaction and a list of properties you can use to filter the report.

Insight report permissions