Session Insights is an AI-powered feature that allows you to generate concise summaries of TeamViewer sessions.
This article applies to Premium, Corporate, and Tensor customers.
Facilitates learning and continuous improvement from recent support cases, increasing productivity and efficiency in technical issue resolution.
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Offers a clear overview of services provided, ensuring compliance with requirements, proof of service, and increased customer satisfaction.
First, you need to activate AI features for your company.
To do so, please follow the instructions below:
Click the Session Insights item and choose how you want to configure Session Insights.
You have two options that can be activated independently: Summaries for outgoing connections and Summaries for incoming connections.
Two separate sections further down cover details on the set-up process for each option. Before, you may need advice on which choice is right for your company. The table below compares options 1 and 2 along selected decision criteria.
To be able to generate Session Insights for connections going from any of your company’s users to any device, the toggle Summaries for outgoing connections must be switched on.
In addition, user settings of users whose outgoing connections should be logged with session insights have to be checked:
If you want your own user’s connections logged as well, deselect all users, then select only your user. Again, click on Edit, then click Edit user information.
In the side navigation, click on user settings. At the bottom of the side drawer, you will find the Log sessions for connection reporting setting. Ensure it is switched on.
Once configured as described above, Session Insights can be generated for outgoing connections. Note that by default, the user on the remote side will see a pop-up at the beginning of the session. The user will allow a session summary to be generated by clicking on the Allow access button.
Users can modify the default behavior using Access control settings.
To open the Access control settings:
At the bottom of the pop-up page, you will find Session Insights logging in. By default, it comes with the setting After confirmation.
To be able to generate Session Insights for connections from any supporter inside or outside your company to any of your company’s devices, the toggle Summaries for incoming connections must be switched on.
In addition, you need to create a TeamViewer policy that includes the settings Connection reporting and Session Insights for this device.
1) Now, you need to create a TeamViewer policy that includes the setting Connection reporting and Session Insights for this device.
2) Within the Enable reports policy setting, make sure to enable the policy and Session Insights by clicking the first two toggles.
Optional: You also can enforce the policy so end users can't disable it.
3) Once you have set up the policy, assign the policy to the remote devices on which you want the interactions capturing to be active.
For more information on creating and assigning a TeamViewer policy to your devices, please read this article.
Important note: Policies can only be assigned to managed devices. Learn more about how to manage devices here.
You can define the permissions of your users regarding Session Insights through roles.
To grant the respective permissions, please follow the instructions below:
Session summaries are automatically generated and available for you in the Automation & Insights menu.
To access the summaries, please follow the instructions below:
All session summaries will be listed in the section Session summaries at the bottom of the screen.
The system will automatically assign issue types and what applications are involved in the sessions and generate an overview in the respective sections at the top of the interface.
You can click on a session summary, and its content will be displayed on the right side of your screen.
Opening a summary will provide you the ability to:
To export session summaries, please follow the instructions below:
You have successfully exported and downloaded your session summary.
The default session summary generation language is English. You can change the default language if you want them to be generated in other languages.
To change the session summary generation language, please follow the instructions below:
You have successfully changed the default language for session summaries.
Session Insights is part of AI-powered TeamViewer Intelligence services, including Session Insights and TeamViewer CoPilot. The payment model for TeamViewer Intelligence services is AI credit-based. When TeamViewer Intelligence services are used in a remote session, one AI credit is consumed. For instance, generating a session summary and sending 12 messages to TeamViewer CoPilot as part of one remote session will consume one AI credit.
All customers receive a certain amount of monthly AI credit for free (Business: 5 AI credits, Premium: 10 AI credits, Corporate: 15 AI credits, Tensor: 50 AI credits); additional AI credits must be purchased.
The amount of AI credits available for consumption is displayed at the top right of the AI admin settings page. In the example below, a Tensor customer has yet to consume 0 out of 50 available AI credits; however, they can use TeamViewer Intelligence services for another 50 sessions.
AI credits can be purchased in the customer portal and must be consumed within 12 months. Free AI credits are assigned on the first day of each month.
We are actively working on relieving both limitations.