Channels Widget

Required permission: Interaction Analytics View

The Channels Widget displays the number of dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.-matching interactions by channel with the current filters applied. It allows you to see two views of the data: the exact number of interactions and the percentage of interactions per channel. It allows you to see the proportion of conversations occurring in your call center that are from each supported channel. It does not display channels you did not include in the dataset definition. Supported channels include:

• Inbound and outbound voice
• Omnichannel and Digital Experience chat
• Omnichannel and Digital Experience email
• SMS Messaging.
• Digital Experience channels:
  • Apple Messages for Business
  • Facebook Messenger
  • Google Business Messages
  • In-App Messaging
  • LINE Messaging
  • Microsoft Teams
  • Slack
  • Twitter Direct Messages
  • Telegram Messaging
  • Viber
  • WhatsApp
  • Custom channels using the Bring Your Own Channel feature

Watch this short training video to learn more about this widget.

Change the Chart View

You can view the number of interactions per channel as a number or a percent.

• To change the view to display the number of interactions per channel, click Number of Interactions.
• To change the view to display the percentage of interactions per channel, click Percentage.

Channels

Each channel type is indicated by an icon.

View Interaction Details

When you click a bar in the Channels chart, the Show Interactions window opens. It contains all contacts for the channel you selected during the time period specified by the Time Period filter or the dataset definition.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

• Viewing transcripts.
• Listening to call recordings.
• Highlighting selected items.
• Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Channels Widget Settings

You can modify the Channels Widget settings to apply filters or to change the name of the widget in the workspace Named view of one or more widgets..

Change the Title of the Channels Widget

1. Click more options in the top right corner of the widget.
2. Click Settings.
3. Enter the new widget name in the Title field.
4. Click OK.

Customize the Channels Widget

1. Click more options in the top right corner of the widget.
2. Click Settings.
3. To change the number of bars the widget displays, enter the desired number in the Number to Show text box. The default is 5 and the maximum is 25.
4. Select whether the Default View of the widget chart bars display a Count or Percentage.
5. Under Percentage Accuracy, select whether to view a Rounded percentage or a Precise percentage with decimal points. Rounded is selected by default. The widget setting you select also determines how values display when exported. If you select a Rounded percentage and the data value is less than .01, the value will display as 0.
6. Select whether you want to Sort the channels into Ascending or Descending order.
7. Click OK.

Export Channels Chart as CSV

1. Click Options in the top right corner.
2. Click Export .

Save Channels Chart as an Image

Images are exported as PNG files.

1. Click Options in the top right corner of the widget.
2. Click Save Chart as Image .