Genesys Cloud's Channel Insights dashboard provides comprehensive cross-channel analytics for monitoring virtual agent performance and customer interactions across voice, digital messaging, email, and bots. The dashboard delivers critical performance metrics including containment rate, transfer rate, agent escalation rate, abandoned rate, recognition failure rate, and error rate, with customizable date filters supporting single-day to thirteen-month periods.
Six primary widgets enable performance monitoring: Top-Level Performance displays total interactions by channel with Next Contact Avoidance (NCA) percentages and Customer Sentiment scores; Channel Adoption tracks interaction volume distribution between voice and digital channels; Resolution Analysis evaluates interaction effectiveness through NCA metrics; Media Type Analysis offers trend and distribution views with sentiment analysis; Volume by Direction displays inbound and outbound interaction trends; and Virtual Agent and Copilot Analysis assesses automation adoption and containment rates.
Advanced features track intent matching success rates, AI-powered slot usage, knowledge article retrieval methods, and wrap-up code distribution. The Agent Copilot Performance dashboard displays detailed metrics including Copilot interaction trends segmented by media type and Average Handle Time (AHT) broken down by media type. Users can customize views using date presets, timezone selection, and division-based filtering with real-time data refresh and saveable configurations accessible via Menu > Analytics > Analytics Workspace.
Access requires analytics permissions for botAggregate, conversationAggregate, speechAndTextAnalyticsAggregates, resolutionAggregate, Aggregate, knowledgeAggregate, and flowAggregate views, plus Product permissions for virtualAgent and agentCopilot. Division-level access control supports segmented reporting, enabling contact center managers and supervisors to monitor sentiment trends, assess automation adoption, and make informed decisions regarding strategic investments in digital capabilities and operational optimization.
Customization options include date filtering with preset options (Today, Yesterday, This Week, Last Week, Previous 7 Days, This Month, Last Month, Previous 30 Days, This Month by Week, Previous 3 Months, Day, Week, Month, and Month by Week) and custom date ranges spanning up to thirteen months. Navigation arrows enable users to view data for different time periods using the same date presets. The dashboard analyzes interaction flow performance across digital channels, allowing administrators to identify trends and optimize channel performance. Most metrics support division-level filtering, though NCA percentage metrics do not support division-level filtering due to differences in how resolution and conversation aggregates are processed. Users can establish default time zones for the analytics workspace, save custom views, and reset to default column settings, with the dashboard displaying timestamps of the most recent data updates
Note: If the Copilot permission is not enabled, Genesys Cloud displays Agent Assist data.
The Channel Insights dashboard provides a consolidated, cross‑channel view of how customer interactions flow through Genesys Cloud. Using a single, consistent framework, supervisors can understand channel adoption, interaction volumes, agent performance, channel efficiency, and outcomes across different digital channels, including voice, digital messaging, email, and bots. This dashboard helps contact center managers gain a comprehensive understanding of channel-specific customer engagement, manage channel demand efficiently, and identify opportunities to improve containment, routing strategies, and overall customer experience.
The Channel Insights dashboard also delivers a high-level overview of key performance indicators (KPIs) for digital channels, including:
Top-level performance metrics
Channel adoption trends
Resolution analysis
Media type analysis
Interaction volume by direction
Virtual agent and Copilot analysis
These KPIs enable administrators and supervisors to make informed decisions about strategic investments in digital capabilities.
Access the Channel Insights dashboard
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Channel Insights and then click the view name to open it.
Set a default time zone in the workspace
You can set the default time zone in the analytics workspace before viewing any analytics view.
To set the default time zone in the workspace, follow these steps:
Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.
Channel Insights dashboard overview
The Channel Insights dashboard provides insights into interaction flow performance across digital channels. It helps contact center administrators analyze trends and act to optimize channel performance. The dashboard displays the date and time when the data was last updated.
Refresh, save, or reset the dashboard view
To view the most current data, click Refresh .
To save the dashboard, click Save View.
To restore the dashboard view to the default column settings, click Reset view to defaults .
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 13 months.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Today
Shows data for the time period that includes the current interval.
Yesterday
Shows data for the previous day.
This week
Shows data for a Sunday through Saturday time period.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar.
Click Apply.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
On the right side of the page, click the Division list.
Select the required division.
The Channel Insights dashboard includes these widgets:
Top-Level Performance
Channel Adoption
Resolution Analysis
Media Type Analysis
Volume by Direction
Virtual Agent and Copilot Analysis.
The following sections describe each widget in detail.
Top-Level Performance
The Top-Level Performance section provides an at-a-glance view of overall channel health and customer experience. Supervisors can quickly determine whether interaction volume, resolution effectiveness, and customer sentiment are trending positively or require attention. The Division Filter column indicates whether the division filter can be applied to the metric.
This section includes these insights:
Metrics
Description
Division Filter
Total Interactions
Displays the total number of unique interactions handled across all channels, broken down by voice, chat, email, and message.
Yes
(Messaging conversations may not have a division assigned at creation. As a result, counts may differ from other views.)
Next Contact Avoidance (NCA) %
Displays the percentage of interactions resolved during the first contact that did not result in a subsequent interaction within the next seven days. The NCA % is broken down by voice, chat, email, and message
No
(This widget does not support division-level filtering. The NCA % metric is derived from both resolution aggregates and conversation aggregates (total number of conversations within the selected date range). While conversation aggregates are division-aware, resolution aggregates are not. As a result, no data is returned when a division filter is applied.)
Customer Sentiment
Displays the aggregated customer sentiment score derived from interaction analysis, indicating overall customer satisfaction or dissatisfaction. Sentiment is broken down by voice, chat, email, and message.
Yes
Channel Adoption
The channel adoption section visualizes how interaction volume is distributed between voice and digital channels over time and highlights adoption trends.
This section includes these insights:
Metrics
Description
Division Filter
Voice and Digital
Displays a graphical representation of interaction volume across voice and digital channels for the selected date range. Digital channels include messaging, chat, and email. Supervisors can track shifts from voice to digital, identify channel preference trends, and measure progress toward digital adoption goals.
Yes
Digital Interactions % Trend
Displays the trend of digital interaction usage over time for the selected date range. This view helps supervisors understand changes in digital demand, assess the impact of campaigns or automation updates, and monitor long-term engagement patterns.
Yes
Resolution Analysis
The resolution analysis section evaluates how effectively interactions are resolved across channels. These insights help supervisors identify opportunities to improve routing strategies, automation, or agent enablement.
This section includes these insights:
Metrics
Description
Division Filter
NCA % Trend
Displays the trend of Next Contact Avoidance percentages over time, broken down by voice, chat, email, and message.
No
NCA % by Channel
Displays a comparative view of next-contact-avoided interactions by media type for the selected time period.
No
Media Type Analysis
The media type analysis section provides both trend and distribution views of interaction volume by media type. These insights help supervisors understand the channel mix and validate whether operational focus aligns with customer behavior. This section also includes sentiment analysis across channels and over time.
To view data for a specific media type, click the Media Type list and select the required option.
This section includes these insights:
Metrics
Description
Division Filter
Interactions Volume Trend
Displays the trend of interaction volume over time, broken down by media type for the selected date range.
Yes
Interactions Volume
Displays a proportional breakdown of total interactions by media type over time for the selected date range.
Yes
Sentiment Trend
Displays the trend of overall sentiment scores detected over time for each media type within the selected date range.
Yes
Sentiment Score
Displays the distribution of sentiment scores from negative to positive for the selected date range. These insights support experience monitoring and help correlate sentiment changes with operational or journey-level changes.
Yes
Volume by Direction
This volume by direction section displays both trend and distribution views of inbound and outbound interactions for the selected date range. These insights help supervisors analyze directional volume trends, understand the balance between inbound and outbound interactions, and support proactive outreach planning and inbound demand management.
Virtual Agent and Copilot Analysis
The virtual agent and Copilot analysis section helps supervisors assess automation adoption, containment effectiveness, and the operational impact of agent assistance tools.
This section includes these insights:
Metrics
Description
Division Filter
Virtual Agent Sessions
Displays individual virtual agent sessions, where a session consists of one or more exchanges across voice or digital channels. Click Virtual Agent Performance at the bottom of the widget to view detailed session data in the Virtual Agent Performance dashboard.
No
Virtual Agent Sessions over time
Displays the trend of virtual agent sessions over time, broken down by media type for the selected date range.
No
Containment Rate %
Displays the trend of the percentage of sessions in which the virtual agent resolved the customer’s issue without transferring to a live agent.
No
Interactions with Copilot
Displays the total number of Copilot interactions by media type. Click Agent Copilot Performance at the bottom of the widget to view detailed Copilot interaction data in the Agent Copilot Performance dashboard.
Yes
Copilot Interactions
Displays the trend of Copilot interactions over time for each media type in the selected date range.
Yes
Average Handle Time (AHT)
Displays the trend of average handle time of Copilot-assisted interactions over time, broken down by media type.
