In Intro to the Omni-channel experience
, we discussed how Omni-channel refers to the addition of digital features from Engage Digital to the Engage Voice platform. Analytics refers to the real-time, historical, and custom reporting portions of the platform in the form of dashboards, stats, and reports.
Typically, there are three tools in Engage Voice Analytics: Real-time reporting, Scheduled reports, and Historical reporting. With Omni-channel, Digital analytics from Engage Digital has been added to the Omni-channel suite, giving Analytics a tool that specifically handles data from digital sources.
Of the three Engage Voice tools, only Historical reporting will deal with data coming from both calls and digital interactions. Measures and attributes that include data from digital sources have been added so you can now create insights to include digital interactions.
You can learn more about Real-time reporting, Scheduled reports, and Historical reporting by reading Intro to Analytics
. For Omni-channel Analytics, we will only cover Digital analytics.