{"id":620159,"date":"2026-03-21T23:12:14","date_gmt":"2026-03-22T06:12:14","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/5-questions-your-digital-analytics-should-answer-this-quarter"},"modified":"2026-03-25T23:14:34","modified_gmt":"2026-03-26T06:14:34","slug":"5-questions-your-digital-analytics-should-answer-this-quarter","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/5-questions-your-digital-analytics-should-answer-this-quarter","title":{"rendered":"5 Questions Your Digital Analytics Should Answer this Quarter"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Quarterly planning works when you can separate signals from noise. In digital customer experience (CX), the signal is simple: Are customers getting faster, easier resolutions? And are you doing it efficiently across messaging, email, bots and voice channels?<\/span><\/p>\n

Rather than tracking everything, focus on the decisions that move outcomes. Below are five questions that matter most right now, and how to answer them in minutes with Channel Insights in the Genesys Cloud<\/span>TM<\/sup>\u00a0\u00a0<\/span>platform Analytics Workspace.<\/span><\/p>\n

Channel Insights is a pre-built dashboard designed to connect adoption, outcomes and experience signals across channels, so teams can move faster from \u201cwhat happened\u201d to \u201cwhat to do next.\u201d<\/span><\/p>\n

 <\/p>\n

1<\/span>.<\/span>\u00a0<\/span>Can Customers Resolve Issues\u00a0<\/span>Digitally?<\/span><\/span>\u00a0<\/span><\/span><\/h2>\n

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\u2011effort channels\u00a0<\/span>and<\/span><\/i>\u00a0getting what they need.<\/span>\u00a0<\/span><\/p>\n

You can use\u00a0Channel Insights\u00a0to:\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

    \n
  • Start at the KPI tiles.<\/span><\/b>\u00a0Compare Total Interactions split by Digital vs. Voice, then check Next Contact Avoidance (NCA)\u00a0\u2014\u00a0a forward\u2011looking resolution indicator\u00a0\u2014and\u00a0customer\u00a0sentiment. These tiles put volume shifts in context at a glance.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

     <\/p>\n

      \n
    • Scan the trends.<\/span><\/b>\u00a0Use\u00a0voice\u00a0and digital (stacked bars) and Digital Interactions % Trend (line) to see whether\u00a0the\u00a0digital\u00a0share\u00a0is\u00a0climbing week over week.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

       <\/p>\n

        \n
      • Look for\u00a0resolution\u00a0lift.<\/span><\/b>\u00a0Review NCA\u00a0percentage\u00a0trends\u00a0and the NCA (%) comparison by channel to confirm that growth is coming with fewer follow\u2011ups.<\/span> If\u00a0the\u00a0digital share rises while NCA stalls, re-balance staffing and adjust entry points (e.g., promote messaging or self\u2011service for the right intents). Then set an alert on digital wait time to protect SLAs during peaks.\u00a0<\/span><\/li>\n<\/ul>\n

        [\/vc_column_text][vc_column_text css=””]<\/p>\n

        2<\/span>.<\/span>\u00a0Which Channels\u00a0<\/span>Affect<\/span>\u00a0<\/span>Customer Sentiment?<\/span><\/span>\u00a0<\/span><\/span><\/span><\/h2>\n

        Sentiment shifts quickly\u00a0flag\u00a0to you that there\u2019s\u00a0friction. Seeing where sentiment is rising or falling guides decisions on knowledge,\u00a0user interface\u00a0or handoff logic.<\/span>\u00a0<\/span><\/p>\n

        You can use Channel Insights to:<\/span><\/b>\u00a0<\/span><\/p>\n

          \n
        • Check the\u00a0<\/span>Customer Sentiment<\/span><\/b>\u00a0delta overall to spot movement.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

           <\/p>\n

            \n
          • Analyse media type: <\/span><\/b>Use\u00a0<\/span>Sentiment Trend<\/span><\/b>\u00a0to see trajectories by channel (email\u00a0web messaging,\u00a0WhatsApp,\u00a0social, SMS, voice) and\u00a0<\/span>Sentiment Score<\/span><\/b>\u00a0(bar chart) to benchmark which channels are leading or lagging.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

             <\/p>\n

              \n
            • When a channel sentiment dips,\u00a0you can\u00a0pinpoint 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.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

              [\/vc_column_text][vc_column_text css=””]<\/p>\n

              3<\/span>.\u00a0<\/span>What\u00a0<\/span>Is the Best Volume\u00a0<\/span>M<\/span>ix?<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/h2>\n

              Digital demand is\u00a0asynchronous\u00a0and can spike. Getting volume and mix right improves staffing, concurrency and containment.<\/span>\u00a0<\/span><\/p>\n

              You can use Channel Insights to:<\/span><\/b>\u00a0<\/span><\/p>\n

                \n
              • Understand inbound versus\u00a0outbound proportions to anticipate staffing and deflection needs.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                 <\/p>\n

                  \n
                • Use the Interactions Volume Trend widget\u00a0<\/span>to see\u00a0<\/span><\/b>which channel\u00a0use is increasing or decreasing\u00a0\u00a0across your time range. Pair this with\u00a0<\/span>Interactions\u00a0Volume<\/span><\/b>\u00a0(distribution chart) to see the composition at a glance.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                   <\/p>\n

                    \n
                  • Use what you see to tune queue capacity and concurrency policies. Create real\u2011time alerts for thresholds such as growing digital backlog, wait time or agent presence states so teams\u00a0<\/span>can<\/span>\u00a0<\/span>adjust before customers feel it.<\/span><\/li>\n<\/ul>\n

                    [\/vc_column_text][vc_column_text css=””]<\/p>\n

                    4<\/span>.<\/span>\u00a0Where\u00a0<\/span>I<\/span>s\u00a0<\/span>A<\/span>utomation\u00a0<\/span>Working and Where Should We Add It?<\/span><\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/h2>\n

                     <\/p>\n

                    Automation for automation\u2019s sake doesn\u2019t\u00a0magically\u00a0improve customer or employee experiences. To scale automation effectively, you need to know where it\u2019s reducing effort and where it\u2019s introducing friction. Two signals to watch\u00a0for\u00a0are whether bots are containing the right work and where agents need assistance.<\/span>\u00a0<\/span><\/p>\n

                    When you combine Channel Insights with the Genesys Cloud Virtual Agent performance and Agent Copilot performance dashboards, you can\u00a0check\u00a0virtual\u00a0agent\u00a0sessions and\u00a0containment\u00a0rate\u00a0percentage\u00a0trends to understand load and success.\u00a0If containment drops,\u00a0then check\u00a0customer sentiment and\u00a0next contact avoidance (NCA), a metric that measures whether customers\u00a0avoid having to\u00a0contact\u00a0support again\u00a0after an interaction.<\/span>\u00a0<\/span><\/p>\n

                      \n
                    • Track Interactions with\u00a0copilot and\u00a0copilot\u00a0interactions trends\u00a0to verify adoption and\u00a0understand\u00a0where\u00a0agent\u00a0assistance\u00a0is most useful (e.g., long\u2011running email).<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                       <\/p>\n

                        \n
                      • Open the Virtual Agent and Agent Copilot pre\u2011built dashboards for intent effectiveness, escalations,\u00a0and assisted vs. unassisted performance.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                         <\/p>\n

                          \n
                        • For top intents with high NCA and positive sentiment, expand automation or steer traffic to messaging. For low\u2011performing intents, review bot recognition and slot collection, refresh knowledge or re\u2011route to a human.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                          [\/vc_column_text][vc_column_text css=””]<\/p>\n

                          5<\/span>.<\/span>\u00a0Where\u00a0<\/span>A<\/span>re\u00a0<\/span>the\u00a0<\/span>O<\/span>perational\u00a0<\/span>Risks\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

                           <\/p>\n

                          and\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span>W<\/span>ho\u00a0<\/span>Should Address Them<\/span>?<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

                          Digital success can mask bottlenecks like long email handle times, concurrency overload or inconsistent handoffs. Find them fast and assign ownership.<\/span>\u00a0<\/span><\/p>\n

                          You can use Channel Insights to:<\/span>\u00a0<\/span><\/p>\n

                            \n
                          • Spot queues that need addition using operational signals\u00a0in the Adoption tab.\u00a0In this tab you can view\u00a0average\u00a0handling\u00a0time (minutes) by channel, plus\u00a0inbound\/outbound and AHT trends.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                             <\/p>\n

                              \n
                            • Add a cross\u2011channel view for triage and deeper comparisons tied to efficiency signals like handle\/wait time and sentiment outliers.\u00a0You\u00a0<\/span>will be able to<\/span>\u00a0do this in the Performance tab, which will be added in the future.\u00a0<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                               <\/p>\n

                                \n
                              • Use the widgets to pinpoint the channel, metric and time window\u00a0that\u2019s\u00a0spiking, then\u00a0<\/span>open the relevant Analytics Workspace reports to drill down<\/span><\/b>\u00a0and isolate dates, queues, agents, and interactions.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                \u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

                                Creating a <\/span>Consistent\u00a0<\/span>Weekly 30-Minute\u00a0<\/span>Review\u00a0<\/span>\u00a0<\/span>for<\/span>\u00a0Analytics Success<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

                                Analytics only drives outcomes if\u00a0used consistently.\u00a0The goal isn\u2019t 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.<\/span>\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

                                Start with your three KPIs:<\/span><\/b> Digital share, NCA and sentiment. If one moves, decide whether to scale, stabilise or investigate.<\/span>\u00a0<\/span><\/p>\n

                                 <\/p>\n

                                  \n
                                1. Scan the trend panels:<\/span><\/b>\u00a0Volume by channel,\u00a0digital percentage trends\u00a0and NCA trends\u00a0<\/span>can\u00a0<\/span>tell you what changed and where.<\/span>\u00a0<\/span><\/li>\n
                                2. Check automation signals:<\/span><\/b>\u00a0Virtual Agent\u00a0sessions\/containment\u00a0and\u00a0Agent\u00a0Copilot trends<\/span>\u00a0help<\/span>\u00a0confirm whether automation is absorbing the right work.<\/span>\u00a0<\/span><\/li>\n
                                3. Triage in reports, not spreadsheets:<\/span><\/b>\u00a0Click through to reports for the affected queues; review interactions\/transcripts; assign an owner.<\/span>\u00a0<\/span><\/li>\n
                                4. Protect with alerts:<\/span><\/b>\u00a0Add or adjust real\u2011time alerts for the metric that moved (wait time, backlog, presence).<\/span>\u00a0<\/span><\/li>\n<\/ol>\n

                                  Whether you’re using Genesys Cloud or evaluating how to operationalise digital analytics in your organisation, the goal is the same: Turn insight into consistent action. Below is a simple way to operationalise the five questions outlined above and build a repeatable review rhythm.<\/span>\u00a0<\/span><\/p>\n

                                    \n
                                  • Pin Channel Insights<\/span><\/b>\u00a0in your Analytics Workspace and filter by Division and date to match how you run the business.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                     <\/p>\n

                                      \n
                                    • Define two alerts<\/span><\/b>: a digital wait\u2011time alert on your highest\u2011volume queue and a presence alert for \u201ctoo few available agents\u201d during peak windows.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                       <\/p>\n

                                        \n
                                      • Review two high-volume automation opportunities:\u00a0<\/span><\/b>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).<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                         <\/p>\n

                                          \n
                                        • Deep\u2011dive AI:<\/span><\/b>\u00a0Open the\u00a0<\/span>Virtual Agent<\/span><\/b>\u00a0and\u00a0<\/span>Agent Copilot<\/span><\/b>\u00a0dashboards to validate containment and assist impact on AHT and escalations.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

                                          \u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

                                          Making Resolution the North Star<\/span><\/h2>\n

                                          Every channel tells a story. When your team can answer these five questions in minutes,\u00a0digital stops being a scatter of metrics and starts driving outcomes.\u00a0To be sure you\u2019re driving the best customer and employee experiences, pin Channel Insights in your\u00a0Genesys Cloud\u00a0Analytics Workspace, set two alerts\u00a0and block a 30\u2011minute weekly review.\u00a0<\/span>\u00a0<\/span><\/p>\n

                                          The Adoption tab is available now, giving you a single lens to evaluate digital vs. Voice resolution (NCA) and sentiment \u2013 with trends and media-type analysis included. The Performance tab, available later in 2026,\u00a0<\/span>will\u00a0<\/span>deliver<\/span>\u00a0a cross-channel performance view to\u00a0help accelerate triage and root-cause analysis. Genesys Cloud\u00a0Analytics Workspace\u00a0is part of an expanded set of\u00a0pre\u2011built dashboards and connected reports designed to move teams from \u201cwhat happened\u201d to \u201cwhat to do next.\u201d<\/span>\u00a0<\/span><\/p>\n

                                          Forward\u2011looking note:<\/span><\/i>\u00a0Timing and capabilities referenced here reflect current plans and may change. This content is for informational purposes only and shouldn\u2019t be treated as a commitment.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

                                          [vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Quarterly planning works when you can separate signals from noise. In digital customer experience (CX), the signal is simple: Are customers getting faster, easier resolutions? And are you doing it efficiently across messaging, email, bots and voice channels? Rather than tracking everything, focus on the decisions that move outcomes. Below are five questions […]<\/p>\n","protected":false},"author":1201,"featured_media":619276,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15928,13117,15463],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[16139],"tax_capability_sitewide":[16201,16229,16256],"tax_products_programs":[16477,17548],"tax_buying_job":[16651,16780],"tax_buyer_persona":[16887,16919,18552],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-620159","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-new-features-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-analytics-and-reporting-en-sg","tax_capability_sitewide-digital-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buying_job-job-7-product-adoption-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_buyer_persona-technical-en-sg-2","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/620159","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/1201"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/620159\/revisions"}],"predecessor-version":[{"id":620163,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/620159\/revisions\/620163"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/619276"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=620159"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=620159"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=620159"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=620159"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=620159"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=620159"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=620159"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=620159"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=620159"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=620159"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=620159"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=620159"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=620159"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}