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 four tools in Engage Voice Analytics: Real-time reporting, Scheduled reports, Historical reports, and Historical dashboards. 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 four Engage Voice tools, Historical reports and Historical dashboards 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 reports to include digital interactions. You can create custom reports that suit your needs, but there are pre-existing dashboards that contain reports generated by the system. To learn more about Historical reports and Historical dashboards, read Intro to Historical reports
and Intro to Historical dashboards
You can learn more about Real-time reporting, Scheduled reports, Historical reports, and Historical dashboards by reading Intro to Analytics