Insights and Optimizations menu overview
- To view Optimization dashboard:
- Analytics > Agent Conversation Detail > View or Analytics > Conversation Detail > View permission
- Conversation > Communication > View permission
- Recording > Recording > View or Recording > Recording Segment > View permission
- 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 view Journey Flows:
- Journey > Paths > View 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
- To work with learning for your bot:
- Language Understanding > Draft > View permission
- Language Understanding > Feedback > View permission
From the Insights and Optimizations menu, you can perform these tasks:
Menu item | Description |
---|---|
Optimization Dashboard |
Click the Optimization dashboard to view performance and high-level operational metrics for a selected Genesys Dialog Engine Bot Flow or Genesys Digital Bot Flow. This data helps you improve and troubleshoot your bot flows. You can also filter these results by specifying a date range or a configured language. Here, you can see and perform the following metrics and tasks:
|
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. |
Journey Flows | Click this menu item to view Journey flows. Journey flows help you visualize the customer journey and better understand the flow milestones and flow outcomes in interactions that influence containment rates. |
Bot Performance Report |
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 Report |
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. |
Flow Size |
Click this menu item to open the Architect flow size. This view helps you track and manage the size of your Architect flow. |