5 Questions Your Digital Analytics Should Answer this Quarter

1. Can Customers Resolve Issues Digitally? 

Growth in digital volume is good only if it translates into successful outcomes and less effort. Watching share-of-digital alongside resolution tells you if customers are choosing low‑effort channels and getting what they need. 

You can use Channel Insights to:  

• Start at the KPI tiles. Compare Total Interactions split by Digital vs. Voice, then check Next Contact Avoidance (NCA) — a forward‑looking resolution indicator —and customer sentiment. These tiles put volume shifts in context at a glance. 

• Scan the trends. Use voice and digital (stacked bars) and Digital Interactions % Trend (line) to see whether the digital share is climbing week over week. 

• Look for resolution lift. Review NCA percentage trends and the NCA (%) comparison by channel to confirm that growth is coming with fewer follow‑ups. 

If the digital share rises while NCA stalls, re-balance staffing and adjust entry points (e.g., promote messaging or self‑service for the right intents). Then set an alert on digital wait time to protect SLAs during peaks. 

2. Which Channels Affect Customer Sentiment? 

Sentiment shifts quickly flag to you that there’s friction. Seeing where sentiment is rising or falling guides decisions on knowledge, user interface or handoff logic. 

You can use Channel Insights to: 

• Check the Customer Sentiment delta overall to spot movement. 

• Analyze media type: Use Sentiment Trend to see trajectories by channel (email web messaging, WhatsApp, social, SMS, voice) and Sentiment Score (bar chart) to benchmark which channels are leading or lagging. 

• When a channel sentiment dips, you can pinpoint the channel and time window, then open the relevant Analytics Workspace reports to drill down into interaction lists and transcripts for the affected queues and time windows. 

3. What Is the Best Volume Mix? 

Digital demand is asynchronous and can spike. Getting volume and mix right improves staffing, concurrency and containment. 

You can use Channel Insights to: 

• Understand inbound versus outbound proportions to anticipate staffing and deflection needs. 

• Use the Interactions Volume Trend widget to see which channel use is increasing or decreasing  across your time range. Pair this with Interactions Volume (distribution chart) to see the composition at a glance. 

• Use what you see to tune queue capacity and concurrency policies. Create real‑time alerts for thresholds such as growing digital backlog, wait time or agent presence states so teams can adjust before customers feel it.

4. Where Is Automation Working and Where Should We Add It?  

Automation for automation’s sake doesn’t magically improve customer or employee experiences. To scale automation effectively, you need to know where it’s reducing effort and where it’s introducing friction. Two signals to watch for are whether bots are containing the right work and where agents need assistance. 

When you combine Channel Insights with the Genesys Cloud Virtual Agent performance and Agent Copilot performance dashboards, you can check virtual agent sessions and containment rate percentage trends to understand load and success. If containment drops, then check customer sentiment and next contact avoidance (NCA), a metric that measures whether customers avoid having to contact support again after an interaction. 

• Track Interactions with copilot and copilot interactions trends to verify adoption and understand where agent assistance is most useful (e.g., long‑running email). 

• Open the Virtual Agent and Agent Copilot pre‑built dashboards for intent effectiveness, escalations, and assisted vs. unassisted performance. 

• For top intents with high NCA and positive sentiment, expand automation or steer traffic to messaging. For low‑performing intents, review bot recognition and slot collection, refresh knowledge or re‑route to a human. 

5. Where Are the Operational Risks 

and Who Should Address Them? 

Digital success can mask bottlenecks like long email handle times, concurrency overload or inconsistent handoffs. Find them fast and assign ownership. 

You can use Channel Insights to: 

• Spot queues that need addition using operational signals in the Adoption tab. In this tab you can view average handling time (minutes) by channel, plus inbound/outbound and AHT trends. 

• Add a cross‑channel view for triage and deeper comparisons tied to efficiency signals like handle/wait time and sentiment outliers. You will be able to do this in the Performance tab, which will be added in the future.  

• Use the widgets to pinpoint the channel, metric and time window that’s spiking, then open the relevant Analytics Workspace reports to drill down and isolate dates, queues, agents, and interactions. 

Creating a Consistent Weekly 30-Minute Review  for Analytics Success 

Analytics only drives outcomes if used consistently. The goal isn’t to track more metrics, but to make faster, better decisions. This simple 30-minute weekly review helps your team focus on the signals that actually move resolution and experience.  

Start with your three KPIs: Digital share, NCA and sentiment. If one moves, decide whether to scale, stabilize or investigate. 

1. Scan the trend panels: Volume by channel, digital percentage trends and NCA trends can tell you what changed and where. 
2. Check automation signals: Virtual Agent sessions/containment and Agent Copilot trends help confirm whether automation is absorbing the right work. 
3. Triage in reports, not spreadsheets: Click through to reports for the affected queues; review interactions/transcripts; assign an owner. 
4. Protect with alerts: Add or adjust real‑time alerts for the metric that moved (wait time, backlog, presence). 

Whether you’re using Genesys Cloud or evaluating how to operationalize digital analytics in your organization, the goal is the same: Turn insight into consistent action. Below is a simple way to operationalize the five questions outlined above and build a repeatable review rhythm. 

• Pin Channel Insights in your Analytics Workspace and filter by Division and date to match how you run the business. 

• Define two alerts: a digital wait‑time alert on your highest‑volume queue and a presence alert for “too few available agents” during peak windows. 

• Review two high-volume automation opportunities: Use NCA by channel and sentiment trends to identify where customers are likely to need follow-ups or are experiencing friction, then validate patterns using interaction lists/transcripts and the Virtual Agent Performance dashboard (for containment and escalations). 

• Deep‑dive AI: Open the Virtual Agent and Agent Copilot dashboards to validate containment and assist impact on AHT and escalations. 

Making Resolution the North Star

Every channel tells a story. When your team can answer these five questions in minutes, digital stops being a scatter of metrics and starts driving outcomes. To be sure you’re driving the best customer and employee experiences, pin Channel Insights in your Genesys Cloud Analytics Workspace, set two alerts and block a 30‑minute weekly review.  

The Adoption tab is available now, giving you a single lens to evaluate digital vs. Voice resolution (NCA) and sentiment – with trends and media-type analysis included. The Performance tab, available later in 2026, will deliver a cross-channel performance view to help accelerate triage and root-cause analysis. Genesys Cloud Analytics Workspace is part of an expanded set of pre‑built dashboards and connected reports designed to move teams from “what happened” to “what to do next.” 

Forward‑looking note: Timing and capabilities referenced here reflect current plans and may change. This content is for informational purposes only and shouldn’t be treated as a commitment.