Create Conversation Mining reports based on specific dates or fields on your channel record.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To build and manage Einstein Conversation Mining reports: |
Customize Application OR Modify Metadata OR Manage Bots |
Einstein Conversation Mining requires at least 2,500 records with an identifiable contact reason after the filters are applied to create a report. Einstein Conversation Mining excludes conversations without an identifiable contact reason, such as partial conversations with no business use case.
- To build a new Einstein Conversation Mining Report, click New Report.
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Select a channel, give the report a name, and then click Next. We
support and use data from these channels. To activate the channel options, verify that Chat,
Email-to-Case, Enhanced Conversations, or Web-to-Case are enabled and that you have the channel
licenses.
- Chat
- Email-to-Case
- Enhanced Conversations (supports Apple Messages for Business, Custom Messaging Channel, Facebook Messenger, Line, Enhanced Chat, Plain Text, Voice (Contact Centers), and WhatsApp)
- Web-to-Case
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Define a date range for the report, and then click Next.
Einstein Conversation Mining reports only consider data from the last two years.
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Select Include All Conversations or Segment
Conversations. For best results, filter out cases used for reasons other than
customer support, such as internal support or issue tracking.
Unsupported fields are automatically filtered out of the segmentation tool. We also don’t support segmentation for Enhanced Conversations reports.
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Click Build Report.
Your report builds in the background and is ready when the status changes to completed. The report build time depends on the size of your dataset, but most take around 24 hours.