The Channels in Multichannel Conversations report can help you understand the number of Channels utilized across Conversations.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Contact is a phone call, a chat session, a Messaging session, an email, or a voicemail. Contact can be defined as an Inbound (started by the customer) or Outbound (started by agents) activity. Contact can contain one call or multiple messages (individual chat messages, SMSes, etc.).
- Channel is the method a Customer uses to communicate with your company. This could be through email, SMS, social messaging, chat, or phone call.
- Conversations are a series of Contacts with a Customer about one or more questions. It can also span across different Channels and Topics.
Understand the basics #
When to use the Channels in Multichannel Conversations report #
Use the Channels in Multichannel Conversations report if you have questions around:
- How many Channels are our Customers using in Multichannel Conversations?
- Over time, how are the Channels used by our Customers changing?
- Are our Customers using more Channels for more complex issues?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note The report counts the number of Channels that are present in a Conversation. If a Channel is present more than once, it is still counted. This is only for Conversations that have more than one Channel.
Take action #
Once you understand the report, you can take action and make improvements.
Channels in Multichannel Conversations is Growing #
If you find that the number of Channels used by Customers across Conversations is growing, look into why this happening.
- Check your First Contact Resolution. Make sure that it hasn’t changed.
- Check your Topics usage. Make sure that there is no unusual shift in Topics Conversation Combination shifts.
- What Channels are your Customers using? Is the change shifting towards more expensive Channels (e.g. Voice) vs least expensive Channels (e.g. Messages)?
- Check your CSAT. Customers may sometimes go through different Channels due to frustration or a less than stellar Customer service.
Channels in Multichannel Conversations is Low #
If you are seeing a low or decreasing number of Channels used by Customers, think about if this is in-fact a positive or negative situation.
- Is the decrease of Channels used across Conversations attributed to better CSAT?
- Check your First Contact Resolution and see if it increased. Is having fewer Channels used across Conversations allowing Agents to better serve Customers?
Good to know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
- Multichannel Conversations
- Multichannel Conversations Combinations
