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Insights Hub

Updated

5 days ago

The Insights Hub Report helps to generate reports on insights using standard metrics and dimensions. To add more depth and specificity to your reports, you can also incorporate custom metrics created during the configuration of insight groups.

When you create a new widget in a reporting dashboard using the Conversational Analytics data source, the Insights Hub Report appears under the Conversational Analytics Reports group in the Widget Builder when you select a metric or dimension. Below are some of the scenarios where this report is beneficial:

Leverage standard metrics and dimensions to build foundational insight reports.
Integrate custom metrics, defined during the configuration of insight groups, to tailor reports and address unique business needs.

Note: DP needs to be enabled in order to access this report.

Metric and Dimension

The following are the Metrics and Dimensions available under the Insights Hub Report:

Metric

Dimension

Metric	Dimension
Insight Id	This is the insight ID for each system-generated insight. When viewed within the persona view within a table widget, it will be displayed as the insight title, accompanied by indicators representing sentiment and insight type.
Insight Group Name	This refers to the insight group names configured within Conversational Analytics Governance.
Conversation Intent L1 Group	Contact driver group detected at the L1 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L2 Group	Contact driver group detected at the L2 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L3 Group	Contact driver group detected at the L3 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L4 Group	Contact driver group detected at the L4 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L5 Group	Contact driver group detected at the L5 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L6 Group	Contact driver group detected at the L6 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L7 Group	Contact driver group detected at the L7 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L8 Group	Contact driver group detected at the L8 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L9 Group	Contact driver group detected at the L9 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent L10 Group	Contact driver group detected at the L10 level. This can be plotted at the case, case-interaction, call, or message level.
Conversation Intent	All contact drivers detected in the case, including the initial and root contact drivers. This can be plotted at the case, case-interaction, call, or message level.

This concludes our comprehensive coverage of the Insights Hub Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Metric	Dimension
Entity Count	This indicates the number of cases associated with each system-generated insight and can be aggregated accordingly.
Impact Score	This represents the impact score associated with each system-generated insight and can be aggregated accordingly.
Insight Creation Date	This is the date when the system generated the insight.

Insights Hub

Metric and Dimension

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