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About the Resource Center

Insights and Optimizations menu overview

The Insights and Optimizations menu appears in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. This menu enables you to efficiently within a unified workspace. You can access the optimization dashboard, intent miner, journey flows, bot performance reports, Virtual Agent dashboard, and flow size. 

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

Menu itemDescription
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:

  • Total bot interactions, average duration, and average turns.
  • The state in which the bot ends, including abandoned, agent escalation, recognition failure, and error.
  • Top bot flow actions that contain issues for review.
  • Access the Utterance History view associated with the bot.
  • Access the Learning view. This view displays utterances from users that interact with the bot.
Intent MinerClick this menu item to open the intent miner. In this view, you can mine intents, utterances, topics, phrases from chat and call recordings. 
Journey FlowsClick 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.

Virtual Agent Performance Report

Click this menu item to open the Virtual Agent Performance dashboard. This dashboard helps you to monitor your Virtual Agent’s overall performance.

Note: Genesys opens the Virtual Agent Performance dashboard filtered by the Virtual Agent that you are currently in when you select the dashboard.

However, when you access the dashboard from Genesys Cloud > Performance > Workspace > Other > Virtual Agent Performance, the view displays metrics and performance data for all Virtual Agents.

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.