Channel Distribution by Interface - Analytics Cookbook Recipe

Content

Channel Distribution

By Interface

Author: Joe Landers

Difficulty rating:  (Basic) 

Target persona:  

VP Operations, Business Analyst, Call Center Director

For companies with multiple business units leveraging an array of interfaces for customer portal and agent desktop, this provides one simple view illustrating the different contact types leveraged throughout the company. 

Ingredients:

1 Table (incidents)

2 Standard Columns 

2 Columns using formula (1 date_group(), 1 count(*))

1 Crosstab Display

Overall description/purpose: As each incident channel (i.e., contact type) typically has a variable cost, it’s important to understand how cost structure varies by interface (i.e., business unit/division). As with Channel Distribution, this report can easily be multiplied by the cost per channel (e.g., $5 for phone, $4 chat, $3 email) to derive a report that could serve as an executive Operational Expense report, by business unit.