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The Digital Insights Dashboard

  • 1.  The Digital Insights Dashboard

    GENESYS
    Posted 11-29-2023 05:09
    Edited by Mate Janos Foldi 11-29-2023 05:18

    Hi Community,

    Early stage announcement for the Digital Insights Dashboard

    Around the clock, as your business, bots, and agents serve customers, Genesys Cloud is both using and creating data. Conversations, journeys, agent notes, et al use data to improve outcomes.  

    Today, we're announcing a new dashboard which makes it much simpler to access some of the data that Genesys Cloud keeps track of: The Digital Insights Dashboard. The Dashboard provides - in one place - a quick look at performance and volume on digital channels. Managers can use it to keep tabs on conversation performance, and areas of the customer experience that may need attention.  

    The date range is adjustable, so it's easy to see trends over time, and many metric have an "Explore" button that directs users to greater detail behind the metric. For instance, the Explore button aligned to the number of unanswered queries metric provides the user a pathway to drill into the Knowledge Optimizer to take action.  

    Stay tuned for the beta registration blog post.


    #DigitalChannels
    #Reporting/Analytics

    ------------------------------
    Mate Foldi
    Genesys - Employees
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