Reports

The Reports section of the Intelligence portal shows how Technicians engage with tasks and resources: how many task sessions were run, when, and how they ended, and how resources were used, broken down by copilot, user, customer, and time range. Use reports to find where content needs work, to justify content updates, and to demonstrate return on investment to stakeholders. To see the records behind a report, use Data.

Choosing a Report

Open Intelligence and click Reports. The controls at the top of the page set what the report covers:

Control	Description
Group	Limits the report to one user group, or shows All groups. See User Groups.
Report	The report to show: summary, products, users, or customers. See Report Types.
Time range	The period the report covers, from 1 week to all time.
Show Tests	Includes test sessions.
product	Limits the report to a copilot. Not shown on every report.

Report Types

Report	What it shows
summary	Task sessions and resource usage across the account. See The Summary Report.
products	The total number of copilots and how it has changed over time, a table of each copilot's sessions and resource usage, and charts of sessions, average session duration in minutes, and resource usage by copilot.
users	The total number of users and how it has changed over time, a table of users with their last login, sessions, and resource usage, and charts of sessions, average session duration, and resource usage by user, plus the resources used by the most users.
customers	The total number of customers and how it has changed over time, a table of customers with their sessions and resource usage, and charts of sessions and average session duration by customer, resource usage by user, and the resources used by the most users.

The Summary Report

The summary report shows the total number of task sessions, the period in which they occurred, and their effectiveness, plus resource usage broken down by copilot and time range.

Chart	Description
Total Sessions	The total number of task sessions initiated within the platform.
Total Resource Usage	The total number of times resources have been accessed.
Sessions Over Time	A trend graph of how many task sessions have been initiated over time, with a cumulative view of session growth.
Resources Over Time	A trend graph of how many resources have been accessed over time, with a cumulative total up to each point.
Sessions by Product (Top 5)	A pie chart breaking down task sessions by copilot, highlighting the top five copilots used.
Resources by Product (Top 5)	A pie chart showing resource usage distributed across copilots, highlighting the top five associated with resource views.
Sessions by Status	A color-coded pie chart showing the status of task sessions — how many were completed, initiated, active, or escalated for further support.
Sessions Escalated	A pie chart showing how many sessions required escalation to support, representing overall task resolution effectiveness. `True` means escalated; `False` means the task was completed.
Sessions by Solution (Top 5)	A bar chart showing which solutions successfully resolved sessions, based on the Finished outcome selected at the end of a task.
Resources by Resource (Top 5)	The most frequently accessed individual resources in your account.