Insights and Optimizations menu overview

Prerequisites
  • To view Bot Performance reports:
    • Analytics > Bot Aggregate > View permission
    • Architect > Flow > Search permission
  • To view Interaction reports:
    • Analytics > Conversation Aggregate > View permission
    • Analytics > Conversation Detail > View permission
    • One of the following:
      • Conversation > Communication  > View permission
      • Quality > Calibration > View permission
      • Quality > Evaluation > Add or Edit Score permission
  • To access intent miner: 
    • Language Understanding > Miner > Add, Delete, Execute, Upload, View permissions
    • Language Understanding > Miner Intent > View permission
    • Language Understanding > Draft > Add, Delete, Edit, View permissions
    • Speech & Text Analytics > ​Topic > Add, View permissions

The Insights and Optimizations menu appears in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. This menu enables you to efficiently measure performance and identify enhancement opportunities within a unified workspace. You can access bot performance reports, interaction reports, utterance history, learning, and intent miner. 

Click the image to enlarge.

Insights and Optimizations menu

From the Insights and Optimizations menu, you can perform these tasks:

Menu item Description
Bot Performance Reports

Click this menu item to open the Bot Performance Detail view. This view displays operational bot data, such as the number of entries, durations, number of turns, and intents.

Note: Genesys opens the Bot Performance Detail report filtered by the bot that you are currently in when you select the report.

However, when you access the report from Genesys Cloud > Performance > Workspace > Bot Performance, the view displays report details for all bots.
Interaction Reports

Click this menu item to open the Interactions view. This view displays in-progress and complete interactions.

Note: Genesys opens the Interactions report filtered by the bot that you are currently in when you select the report.

However, when you access the report from Genesys Cloud > Performance > Workspace > Interactions, the view displays report details for all interactions.
Utterance History

Click this menu item to view utterance history. This view displays a list of utterances, or sample phrases, that the bot receives from customers, including these metrics:

  • The utterance that the bot received. For example, a numeric postal code or a “Check account balance” query.
  • The bot’s session ID.
  • The date that the bot received the utterance.
  • The action that the bot took. For example, “Ask for zip code” or “Ask for Intent.”
  • The bot outcome. For example, “Success,” “Confirmation prompted,” or “No Match.”
  • Bot result, including the confidence percentage of the matched intent, where applicable. For example, “[Zip Code] 67453” or “Intent: Check Account Balance (74%).”
Learning Click this menu to open the Learning view. This view displays utterances from users that interact with the bot.
Intent Miner Click this menu item to open the intent miner. In this view, you can mine intents, utterances, topics, phrases from chat and call recordings.