Genesys Cloud - Main

We're making it easier for supervisors and business admins to measure digital

Detailed description:

Supervisors have told us that current inbound and outbound message definitions aren't intuitive, leading to confusion and extra time spent interpreting analytics. To simplify the experience and build confidence in reporting, we're introducing two new columns in the Analytics UI: Messages and Media.

These new fields show the total number of messages and media exchanged between customers and agents - combining inbound and outbound counts into a single, easy-to-read value. With this update, supervisors and admins can quickly understand total conversation volume, track KPIs more effectively.

Who benefits:

Business Admins and Supervisors looking for a straightforward way to understand digital volumes and make data-driven decisions for their customer engagement strategy.

Media and Messages columns:

• Messages column: The total number of individual messages exchanged during a conversation. This number includes both the inbound and outbound messages sent by both the customer and the agent.
• Media: The total number of inbound and outbound media for an interaction.
  
  

#DigitalChannels

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Atsushi Hirano
Sr. Product Manager, Digital
Genesys - Employees
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Hey Atsushi,

That sounds awesome. I can't wait to see this info in an upcoming set of Release Notes.

We're making it easier for supervisors and business admins to measure digital

Detailed description:

Supervisors have told us that current inbound and outbound message definitions aren't intuitive, leading to confusion and extra time spent interpreting analytics. To simplify the experience and build confidence in reporting, we're introducing two new columns in the Analytics UI: Messages and Media.

These new fields show the total number of messages and media exchanged between customers and agents - combining inbound and outbound counts into a single, easy-to-read value. With this update, supervisors and admins can quickly understand total conversation volume, track KPIs more effectively.

Who benefits:

Business Admins and Supervisors looking for a straightforward way to understand digital volumes and make data-driven decisions for their customer engagement strategy.

Media and Messages columns:

• Messages column: The total number of individual messages exchanged during a conversation. This number includes both the inbound and outbound messages sent by both the customer and the agent.
• Media: The total number of inbound and outbound media for an interaction.
  
  

#DigitalChannels

------------------------------
Atsushi Hirano
Sr. Product Manager, Digital
Genesys - Employees
------------------------------