Access Digital Channels report

In this release of Customer Experience, you can access reports for digital channel interactions. The Digital Channels report expands the existing capabilities to report Voice media by introducing analytics for the following digital channels:

  • Chat
    • Chat API
    • Facebook
    • SMS
    • Twitter
    • Web Chat
    • WhatsApp
  • Email

Additionally, the report offers a graphical view of the complete digital interaction journey from the time it enters the contact center until the time the interaction is terminated.

To access Digital Channels, click from the top left-hand side of the Customer Experience application.

Access restrictions to Digital Channels report

As an agent, you can only view and generate reports for your digital channel interactions.