Note: The Customer Experience (CEX) and Post-Call Survey (PCS) Analytics application has reached end of life. Starting August 20th, 2025, CEX/PCS will no longer be available as a standalone product. For more information, refer to this Help Center article.

Access Digital Channels report

In this release of Customer Experience, you can access reports for digital channel interactions. The Digital Channels report expands the existing capabilities to report Voice media by introducing analytics for the following digital channels:

  • Chat
    • Chat API
    • Facebook
    • SMS
    • Twitter
    • Web Chat
    • WhatsApp
  • Email

Additionally, the report offers a graphical view of the complete digital interaction journey from the time it enters the contact center until the time the interaction is terminated.

To access Digital Channels, click from the top left-hand side of the Customer Experience application.

Enhancements to Digital Channels report

As a supervisor, you can generate reports from the Digital Channels dashboard. You can access a report for repeated interactions and view the interaction flow for transferred interactions.

Access restrictions to Digital Channels report

As an agent, you can only view and generate reports for your digital channel interactions.