Incoming Communication Chart

This report displays the number of incoming communications to your organisation across selected channels in a choice of formats. 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.

 

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 dimension. The following metrics are displayed for each date:

Metric	Description
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.
Total Social Media Messages	The total number of incoming social media messages. Unlike in a real-time Agent Group module, re-queued messages are not recounted.

Report Filters