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
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Category |
General |
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Custom or data export |
Custom |
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Channels |
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Historical Data Source |
CONTACT Data Records |
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Supported formats |
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Dimensions and Metrics
The report is broken down by the Date dimension. The following metrics are displayed for each date:
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Metric |
Description |
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Incoming Calls |
The number of external incoming calls to your organisation. |
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Connected Web Chats |
The number of connected web chat sessions. |
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Incoming SMS Messages |
The number of incoming SMS messages. |
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Incoming Emails |
The number of incoming email messages. |
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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
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Filter |
Setting |
Configurable on dashboard? |
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Communication Type |
Displays statistics across all communication channels. |
Yes. Use the filter to include or exclude any of the following three interaction types:
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For instructions on applying filters to a dashboard report, see Filter a Historical Report'.