Case Channel Analysis

Shows cases by the origin (i.e., Channel) on which they’re being created. Also shows cases by the same customer (i.e., Contact) within a specified amount of time (i.e., Second Contact Within…), allowing users to determine if a case opened on one channel led to the customer opening up a new case on a different channel. This is helpful to determine if low cost and automated channels are actually deflecting cases and lowering operating costs or if customers are being driven to higher-cost channels due to frustrations with low-cost channels.