---
title: "What is Insight Builder?"
slug: "what-is-insight-builder"
description: "Learn about Insight Builder, a tool that allows you to create reports without only relying on existing out-of-the-box (OOTB) reports."
updated: 2025-06-09T22:19:47Z
published: 2025-06-09T22:19:47Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What is Insight Builder?

| **ADD-ON FEATURE** Contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team) or your CSM (if you have a CSM) if you’d like to activate this feature. |
| --- |

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](/docs/reports-datasets), you can choose your own adventure and build reports. Even better, you can change [Time Anchors](https://help.gladly.com/docs/time-anchors), mix and match metrics, create personal and shared [dashboards](https://help.gladly.com/docs/interact-with-insight-builder/#dashboard-experience), and more to get the data you need.

Gladly leverages [Looker Business Intelligence](https://looker.com/) (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.

[Insight Builder | Gladly Video](https://fast.wistia.net/embed/iframe/gvpdfale81?web_component=true&seo=false&videoFoam=false)

## 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](https://help.gladly.com/docs/export-reports) 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](https://help.gladly.com/docs/how-do-i-activate-insight-builder)for more information on activating Insight Builder.