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🚀 New Feature Release: Digital Message-Level Metrics for Supervisors

Starting next week, Genesys Cloud CX is expanding your digital reporting capabilities with a brand-new set of message-level metrics purpose-built for asynchronous messaging channels. These updates provide deeper visibility into agent and customer behavior within digital conversations, empowering supervisors and contact center managers to optimize performance, staffing, and the customer experience.

📊 What's New?

You'll now have access to eight powerful metrics, with key insights including:

🕐 Response Time Metrics

• Average Agent Response Time: How long it takes agents to respond to each new customer message sequence.
• Average Customer Response Time: How long it takes customers to respond to each new agent message sequence.
• Agent First Message Response Time: Time from agent connection to their first message.
• First Engagement with Agent: Time from the customer's first message to the first agent response (excludes bots).

🔄 Conversation Insights

• Message Turns: Number of times the conversation turns from one participant to another. In other words, it represents a complete exchange where one side sends one or more messages, and the other side responds.
• Average Message Turns: The average number of back-and-forth message exchanges per session.

⏱️ Time to First Response – Individual Conversations

• Total First Response: Time agents take to send their first message.
• Total First Engagement: Total time customers are connected before they get a message from an agent.

📈 Where You'll See It

These new metrics will be available directly within the Analytics Workspace, in both performance and detailed views, including:

• Message Agent Performance & Detail
• Message Queue Performance & Detail
• Interactions, My Interactions
• Campaign Performance & Campaign Interactions

Once released, these new columns will be available in the applicable workspace view:

💡 Why This Matters

This release fills critical gaps in digital reporting by providing a clearer picture of:

• Agent responsiveness vs customer responsiveness
• Customer engagement patterns
• Average attentiveness across async messaging

You'll gain new insights into response times, coaching effectiveness, and the overall customer experience in messaging channels.

Hello Ryan,

Thank you for posting this and looking forward on this feature. I found this post while finding other information and this feature really meet the needs in our organization to picture the responsiveness of our digital channel. May I know what is the current progress and when can we expect this feature to go live?

🚀 New Feature Release: Digital Message-Level Metrics for Supervisors

Starting next week, Genesys Cloud CX is expanding your digital reporting capabilities with a brand-new set of message-level metrics purpose-built for asynchronous messaging channels. These updates provide deeper visibility into agent and customer behavior within digital conversations, empowering supervisors and contact center managers to optimize performance, staffing, and the customer experience.

📊 What's New?

You'll now have access to eight powerful metrics, with key insights including:

🕐 Response Time Metrics

• Average Agent Response Time: How long it takes agents to respond to each new customer message sequence.
• Average Customer Response Time: How long it takes customers to respond to each new agent message sequence.
• Agent First Message Response Time: Time from agent connection to their first message.
• First Engagement with Agent: Time from the customer's first message to the first agent response (excludes bots).

🔄 Conversation Insights

• Message Turns: Number of times the conversation turns from one participant to another. In other words, it represents a complete exchange where one side sends one or more messages, and the other side responds.
• Average Message Turns: The average number of back-and-forth message exchanges per session.

⏱️ Time to First Response – Individual Conversations

• Total First Response: Time agents take to send their first message.
• Total First Engagement: Total time customers are connected before they get a message from an agent.

📈 Where You'll See It

These new metrics will be available directly within the Analytics Workspace, in both performance and detailed views, including:

• Message Agent Performance & Detail
• Message Queue Performance & Detail
• Interactions, My Interactions
• Campaign Performance & Campaign Interactions

Once released, these new columns will be available in the applicable workspace view:

💡 Why This Matters

This release fills critical gaps in digital reporting by providing a clearer picture of:

• Agent responsiveness vs customer responsiveness
• Customer engagement patterns
• Average attentiveness across async messaging

You'll gain new insights into response times, coaching effectiveness, and the overall customer experience in messaging channels.

Hi Muhammad,

I believe this is already live. If You go to Agent performance and select specific agents or work teams, these metrics are available under the "Message" tab.

Hello Ryan,

Thank you for posting this and looking forward on this feature. I found this post while finding other information and this feature really meet the needs in our organization to picture the responsiveness of our digital channel. May I know what is the current progress and when can we expect this feature to go live?

🚀 New Feature Release: Digital Message-Level Metrics for Supervisors

Starting next week, Genesys Cloud CX is expanding your digital reporting capabilities with a brand-new set of message-level metrics purpose-built for asynchronous messaging channels. These updates provide deeper visibility into agent and customer behavior within digital conversations, empowering supervisors and contact center managers to optimize performance, staffing, and the customer experience.

📊 What's New?

You'll now have access to eight powerful metrics, with key insights including:

🕐 Response Time Metrics

• Average Agent Response Time: How long it takes agents to respond to each new customer message sequence.
• Average Customer Response Time: How long it takes customers to respond to each new agent message sequence.
• Agent First Message Response Time: Time from agent connection to their first message.
• First Engagement with Agent: Time from the customer's first message to the first agent response (excludes bots).

🔄 Conversation Insights

• Message Turns: Number of times the conversation turns from one participant to another. In other words, it represents a complete exchange where one side sends one or more messages, and the other side responds.
• Average Message Turns: The average number of back-and-forth message exchanges per session.

⏱️ Time to First Response – Individual Conversations

• Total First Response: Time agents take to send their first message.
• Total First Engagement: Total time customers are connected before they get a message from an agent.

📈 Where You'll See It

These new metrics will be available directly within the Analytics Workspace, in both performance and detailed views, including:

• Message Agent Performance & Detail
• Message Queue Performance & Detail
• Interactions, My Interactions
• Campaign Performance & Campaign Interactions

Once released, these new columns will be available in the applicable workspace view:

💡 Why This Matters

This release fills critical gaps in digital reporting by providing a clearer picture of:

• Agent responsiveness vs customer responsiveness
• Customer engagement patterns
• Average attentiveness across async messaging

You'll gain new insights into response times, coaching effectiveness, and the overall customer experience in messaging channels.