Channel By Contact
The Channel by Contact report summarizes the number of interactions by channel (Voice, SMS, Chat, or Email) for each contact during the given date range. The last row provides the total for the column. For example, the last row of the Voice column shows the total voice interactions for contacts listed in the report.
| This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page. |
Build the Channel By Contact report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Channel By Contact data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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Click image to enlarge |
This table describes each column in the Channel by Contact report:
| Column Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
| Contact Name | Attribute |
The contact's name. |
| External Contact ID | Attribute |
The contact's external identifier from another source such as a CRM. |
| Total Interactions | Measure |
The total number of interactions that started during the given date range. This value is the sum of the Voice, SMS, Chat, and Email columns. |
| Voice | Measure | The total number of voice interactions for the contact during the given date range. |
| SMS | Measure | The total number of SMS (short message service) interactions for the contact during the given date range. |
| Chat | Measure |
The total number of chat interactions for the contact during the given date range. |
| Emails | Measure |
The total number of email interactions for the contact during the given date range. |
