Channels in one queue — found from sitemap — Gladly

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Facts read from this source

• Channel mix report Report an error

  “The Channel Mix report gives you a sense of your inbound volume across Channels, along with the volume of individual messages sent. You can use it to monitor how Customers are reaching out, and track the effectiveness of efforts to shift Customers to new Channels.”

• Channel mix sunsetting Report an error

  “This report will be sunsetted soon.”

• Channel mix grouping Report an error

  “Grouped by Contact and Time granularity.”

• Channel mix time anchor Report an error

  “Data is time anchored using Contact Queued At event.”

• Channel mix channel options Report an error

  “Options: PHONE_CALL, CHAT, SMS, FB_MESSENGER, TWITTER, WHATSAPP, EMAIL, VOICEMAIL, ABANDONED_CALL. Note that ABANDONED_CALL (now deprecated) is the follow-up item.”

• Channel mix inbound definition Report an error

  “"Inbound" Contacts are those initiated by the Customer, Internal, or External Initiator Types.”

• Channel mix email contact behavior Report an error

  “An inbound email Contact begins when a Customer sends their first message and starts to time out after the Agent responds (on any Channel). This means that a Customer may send multiple email messages before getting a response, which is all counted towards that Contact.”

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Scores citing this record

• The Agent Advocate Channels in one queue
• The Data Protection Officer Channels in one queue
• The Shop Operator Channels in one queue
• The Integrator Channels in one queue
• The Skeptic Channels in one queue
• The Support Lead Channels in one queue