AI Case Insights

Turn raw case data into clear, actionable findings. The AI‑Powered Case Insights report analyzes case text (verbatims) alongside reason codes and other metadata to surface recurring themes and emerging trends that are easy to miss by hand. Flexible filters—by date, time, reason code, and more—let you zoom into specific periods or segments to compare patterns and prioritize fixes. By automating analysis across large volumes of cases, the report cuts down manual tagging and spreadsheet work, helping your team move from data to decision faster.

To access the Case Listing Report:

From the Application Function Bar, select Reports > Reports Admin > Case Reports > Case Insights Report.

Report Options

The following options are available for this report:

Field	Description
View As	Select the output type of the report. For more information, see Report Output Types
AI Input Row Limit	Sets the number of rows being analysed by AI. There is no direct case corresponded for rows, depending on the quantity of data within a case, it can have one or more rows.
Report Title	Enter a title that will appear at the top of the report.

Table Joins

The following Table Joins options are available for this report:

Field

Description

Address Join

Select one of the following options to determine which addresses appear on the report:

Caller (Required, if Referenced) shows cases only if the caller has an address included.
if Referenced = if an address code is referenced in at least one column or filter.
Caller (Optional) shows all cases, whether the caller's address is listed in Emplifi Agent or not.
Other Address shows addresses tracked on the Others tab.
Based on Case Address Role shows cases only based on the address role of the case.

Issue/Text Join

Select one of the following options to determine whether text and issue data will be linked on the report:

Any Issue, Any Text (no join) reports on all issues and all text without needing one to report on the other. Use this option if text does not need to be linked to a particular issue.
Issue and Text Both (equi-join) refers to a mutual link. An issue must have associated text to appear on the report. Similarly, text must belong to an issue in order to appear on the report.
Issue with Optional Text (outer join Text) reports all issues, whether they have text associated with them. Text not related to an issue will not be displayed.
Text with Optional Issue (outer join Issue) reports all text, whether the text is associated with an issue. Issues not related to text will not be displayed.

Report Output

The following output options are available for this report:

Field	Description
Results Language	Select the results language for the report. For more information, see the Results Language section on page Reports Overview
Summary Language	Select the summary language of the report.
Cache Results	Choose how long Agent should cache analysis results. While cached, repeated runs with the same input data (and settings) return the same output. Select No cache to recompute results on every run—Agent will re‑analyze the data and may surface different insights even for identical inputs.

Categories (Report Columns)

The AI Case Insights Report Categories can be set up to select which case information is sent to be analysed by AI. For information, see Report Columns.

Report Filters

The AI Case Insights Report filters can be set up to select which cases are sent to be analysed by AI.

For additional information on filters, see Filters in Emplifi Agent.