What is Insight Builder?
  • 21 Jul 2022
  • 1 Minute To Read
  • PDF

What is Insight Builder?

  • PDF

Available in eLearning format in the Academy
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 a 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


There are many out-of-the-box (OOTB) reports like the Agent Away Time, Channel Wait Time, and Task Timestamps report that you can generate 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 allow you to use different metrics so you can build reports to answer any questions. You can change/add/remove filters, mix and match metrics, and even use different Time Anchors. It's made possible by using Datasets that contain the data building blocks that 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.

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