AI-generated summary
Genesys Cloud provides configurable contact center analytics settings that enable organizations to customize calculations and metrics used across views and dashboards according to their specific operational needs. Administrators can select appropriate analytics settings to align with contact center requirements, with detailed configuration options available through the platform's analytics configuration interface. These settings directly impact how data is calculated and presented in reporting views and dashboards, allowing contact center managers to tailor analytics to their business objectives. The platform supports various analytics capabilities including views, dashboards, utilization tracking at the agent level, speech and text analytics, and performance monitoring features such as abandon insights and flow performance analysis.