Digital analytics are a component of Analytics that present information about system statistics related to the volume of messages, the message and agent activity, and the quality of agent responses and service level in your contact center. Digital analytics come in the form of reports, and most reports present statistics through charts and tables. An individual report may include a table and some type of chart, whether a bar chart, or a pie graph.
Reports generally include data on the current period and the previous period. Some reports show the growth (in percentage) between the two periods, where the previous period corresponds to the period preceding the analyzed period. The duration of this period is identical to the analyzed period, so if you select a month and this month contains 30 days, the previous period corresponds to the previous 30 days.