Inbenta tracks the actions that users perform with every product (Chat, Knowledge and Search). There are two categories of tracking: Atomic and Sessions tracking. This data is logged separately, and it is used to generate the reports that you see in the product app's Dashboards section. To see the different categories of logs, click here. To see what kind of Events they track, click here.

Content sources

The content source is the origin of the contents listed in the matching results.

Knowledge and Search

By default, all searches in Knowledge and Search track matchings as internal results, because all results come from a single source, which is the Knowledge or Content Base of the product instance. However, if you set up your application to connect to other instances, this results in multiple sources being available for searches. In this case, matchings from the main instance are tracked as internal, and matchings from any other source are tracked as external. 

Chat

In Chat, where the application triggers a search event with every message, matchings from within the Chat content are tracked as "no external" (i.e. internal results), whereas AIML or Federated Bot matchings are tracked as external.

Example

You set up your SDK from Instance X, but use the Builder to add an extra component to also connect to and run searches in Instance Y. Instance X acts as your main instance, which means that matchings from this instance are tracked as internal in the logs. Instance Y is a secondary instance, and matchings from that instance are tracked as external. 

Suppose that you have a support page created offering FAQs with Knowledge, and you want to add additional results from your website. You set up a Search instance to deliver these website results. In this scenario, you could set the KM instance to be the main instance (internal) and the Search instance to be secondary (external), or vice versa.