An insight report displays a list of the user transcripts that meet the report criteria, such as transcripts that involved a particular passage or a live agent handover, and any files included for analysis. Each transcript shows:
- A unique ID identifying the channel and user.
- An icon identifying the channel where the chat took place.
- The date and time the chat occurred (in the chatbot's time zone).
You can:
- Switch between viewing the transcripts that match your report filters (Source), and any subsets of transcripts identified during your analysis.
See Explore transcript insights for more information on transcript subsets. - Copy the channel user ID of a transcript to provide to your support team.
- View or download an individual transcript.
- View the files included in the analysis.
- Download all transcripts.
- Analyse this set of transcripts.
See Explore transcript insights.
View or download a transcript
Reports that use fixed periods expire 90 days after their start date. Expired reports can't be used to view transcripts. Reports that use dynamic periods such as "last 7 days" may need to be refreshed to retrieve the latest matching transcripts if you haven't used the report in a while.
To view a list of transcripts:
- Click Improve in the left navigation, then click Insight Reports.
- If the report you want to use is shared with your team, click the Shared tab.
- Click the report you want to use.
- If the report is for a dynamic period, click Refresh.
The report displays the number of transcripts that match the report criteria. If your report matches too many or too few transcripts, adjust the filters or reporting period and click Update. - Click the transcript you want to view. You can:
- Download the transcript.
- Open the log view to see more detail such as script responses for debugging purposes.
- Open the next or previous transcript using the up and down arrows.