The Channel Mix report gives you a sense of your inbound volume across Channels, along with the volume of individual messages sent. You can use it to monitor how Customers are reaching out, and track the effectiveness of efforts to shift Customers to new Channels.
How data in the report is measured #
The report is measured by the following:
Grouping
- Grouped by Contact and Time granularity.
Time Anchor
- Data is time anchored using Contact Queued At event.
Metrics used for the Channel Mix report #
Click on the description to review the definition of each metric and how it’s used to calculate data.
| Metric | Description | Comments |
| Queued Date | Timestamp of when the Contacts were first queued. | |
| Channel | Channel of the Contact. | Options: PHONE_CALL, CHAT, SMS, FB_MESSENGER, TWITTER, WHATSAPP, EMAIL, VOICEMAIL, ABANDONED_CALL. Note that ABANDONED_CALL (now deprecated) is the follow-up item. |
| Messages from Customer | Count of messages sent by the Customer in the inbound Contacts for that Channel. | |
| Messages from Agent | Count of messages sent by an Agent in the inbound Contacts for that Channel. | |
| Contacts Inbound | Count of inbound Contacts in that Channel that were queued. | “Inbound” Contacts are those initiated by the Customer, Internal, or External Initiator Types. |
| % of Inbound Contacts | Count of inbound Contacts in that Channel divided by total inbound Contacts. |
How the Channel Mix report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
- The date filter will correspond to the Contact Queued at timestamp.
Rollup
- When changing the rollup filter (e.g., Daily), the report will show you Contacts that were queued for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Contacts that were started on Aug 8, 9, and 10.
Inbox
- When filtering by inbox, you will see all the Contacts that were queued in that inbox.
FAQs #
Why are there more email Messages than email Contacts?
An inbound email Contact begins when a Customer sends their first message and starts to time out after the Agent responds (on any Channel). This means that a Customer may send multiple email messages before getting a response, which is all counted towards that Contact. The Customer may also respond during the response window, in which case the message will be considered part of the same Contact, and will extend again until an Agent responds.
