Genesys Cloud – Channel insights dashboard for voice and digital adoption

In a future release, Genesys Cloud will introduce the channel insights dashboard to give business and leadership users clear visibility into how voice and digital channels perform over time. With this release, Genesys Cloud adds a dedicated dashboard that brings together channel-level analytics for both voice and digital interactions. The dashboard shows trends and aggregates for metrics such as interaction volume, resolution rate, and sentiment score across a selected time range. This change helps leaders and analysts make informed decisions about where to invest in digital experiences. Instead of relying on fragmented data, they can see how digital channels perform at a high level and act on clear signals from the data.

What’s changing

• Unified view of channel performance – The dashboard provides a single view of voice and digital channels, showing interaction volume, resolution, and sentiment trends over time.
• KPI-focused visualizations – Visualizations highlight the key metrics needed to measure digital performance and track changes across a selected time range.
• AI signals – Interaction volume, containment rate, and average handle time from virtual agents and Agent Copilot, broken down by media type, help users understand digital interaction metrics and uncover optimization opportunities.

With the channel insights dashboard, business admins and analysts can track high-level trends in digital adoption, identify when performance is strong and expand digital use cases, or spot issues early and route follow-up work to the right teams. This feature makes it easier to extend and improve digital channels using consistent, data-driven insight rather than assumptions.