| Connect Learning Available in eLearning format in Connect Learning |
| ADD-ON FEATURE Insight Builder is an add-on feature. Complete this form  if you’re interested in using Insight Builder. |
Insight Builder is a tool that allows you to create reports as you see fit without only relying on existing out-of-the-box (OOTB) reports. Using Gladly Datasets, you can choose your own adventure and build reports. Even better, you can change Time Anchors, mix and match metrics, create personal and shared dashboards, and more to get the data you need.
Gladly leverages Looker Business Intelligence (BI) solution to power the Insight Builder experience to provide an extensive list of features designed to bring the level of data clarity that you need.
Watch the video below for a quick introduction to Insight Builder.
Share reports using Dashboard #
Create reports for personal use or to be shared with other groups using Dashboards.
Difference between Insight Builder and OOTB reports #
OOTB
You can generate many out-of-the-box (OOTB) reports, such as the Agent Away Time, Channel Wait Time, and Task Timestamps report, in Gladly. Reports listed on the Reports page answer questions for specific scenarios. Each report includes hard-coded filters (e.g., Date Range, Channel, Inbox, or Teams) that you can use to manipulate the results. You can also export or access reports via API. Still, each report answers pointed questions.
Insight Builder
Insight Builder allows you to create reports from the ground up and use different metrics to answer any question. You can change/add/remove filters, mix and match metrics, and even use different Time Anchors. It’s made possible by using datasets containing the data building blocks you can use to create a wide range of reports.
How to activate Insight Builder #
See How do I activate Insight Builder for more information on activating Insight Builder.
