Incoming Communication

This report displays the number of incoming communications to your organisation across all channels in a tabular format. It highlights the methods of communication your customers used to engage with your services. You can filter the dashboard report to show voice calls only, web chats only, and text-based interactions only, or any combination of the three.

Note: not all columns are shown (see below for full details).

Basic Information

Category

General

Custom or data export

Custom

Channels

Historical Data Source

CONTACT Data Records

Supported formats

Key to table

Dimensions and Metrics

The report is broken down by the Date, Hour of Day, and Access dimensions. The Access dimension refers to the storm access point such as a dialled number or an email address.

The following metrics are displayed for each date, or for access points for the hours of the day on a selected date:

Metric	Description
Incoming Communications	The number of incoming communications to your organisation across all channels.
Incoming Calls	The number of external incoming calls to your organisation.
Connected Web Chats	The number of connected web chat sessions.
Incoming SMS Messages	The number of incoming SMS messages.
Incoming Emails	The number of incoming email messages.
Twitter Messages	The number of incoming Twitter messages (Public and Direct).
Facebook Posts	The number of Facebook posts.

Report Filters

Filter

Setting

Configurable on dashboard?

Communication Type

Displays statistics across all communication channels.

Yes. Use the filter to include or exclude any of the following three interaction types:

Call	Voice interactions
Message	SMS, email, and social media interactions
Chat	Web chat sessions

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.