Supervisors can now use the Channel Insights dashboard to view cross-channel adoption and performance metrics for voice, digital messaging, email, and chat in a single place. The dashboard provides time-based visualizations and metrics for interaction volume, resolution rate, sentiment score, media type, direction, and virtual agent and Copilot activity. This helps supervisors and business leaders quickly assess how digital channels perform compared with voice and decide where to extend digital usage or focus on improvements. Previously, leaders relied on separate channel-specific reports to answer these questions.
Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/february-23-2026/
