How Insights works

Using Insights, you can make better decisions by reporting on the data that your contact center generates. Insights saves your data either in SPICE memory or as a direct query. When you create an analysis, the typical workflow looks like this:

  1. Create a new analysis.
  2. Select a dataset.
  3. Choose fields from the dataset to create the first chart. Insights automatically suggests the best visualization.
  4. Add more charts, tables, or insights to the analysis. Resize and rearrange them on one or more sheets. Use extended features to add variables, custom controls, colors, additional pages (called sheets), and more.
  5. Publish the analysis as a dashboard to share it with other people.

Video Overview: Insights First Look (length 10:18)

Terminology

Term What it means
Data preparation The process of transforming data for use in an analysis. Provider does most of this work for you, but you might need to filter data so that you can focus on what’s important to you or add calculated fields to enhance your analysis.
SPICE (Super-fast, Parallel, In-memory Calculation Engine)

The robust in-memory engine that Insights uses. SPICE is engineered to rapidly perform advanced calculations and serve data. The storage and processing capacity available in SPICE speeds up the analytical queries that you run against your data. By using SPICE, you save time because you don't need to retrieve the data every time that you change an analysis or update a visual.
Data analysis

The basic workspace for creating data visualizations, which are graphical representations of your data. Each analysis contains a collection of visualizations that you arrange and customize.
Data visualization, or visual

A graphical representation of data. There are many types of visualizations, including diagrams, charts, graphs, and tables. All visuals begin in AutoGraph mode, which automatically selects the best type of visualization for the fields that you select. You can also take control and choose your own visuals. You can enhance your analytics by applying filters, changing colors, adding parameter controls, custom click actions, and more.
Machine learning (ML) Insights ML Insights propose narrative add-ons that are based on an evaluation of your data. You can choose one from the list, for example forecasting. Or you can create your own. You can combine insight calculations, narrative text, colors, images, and conditions that you define.
Sheet A page that displays a set of visualizations and insights. You can imagine this as a sheet from a newspaper, except that it's filled with charts, graphs, tables, and insights. You can add more sheets and make them work separately or together in your analysis.
Dashboard The published version of an analysis. You can share with other users of Insights for reporting purposes. You specify who has access and what they can do with the dashboard.