Channels Widget

Required permission: Interaction Analytics View

The Channels Widget displays the number of datasetClosed 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.
  • CXone SMS Messaging.
  • Digital Experience channels:
    • Apple Messages for Business.
    • Facebook Messenger.
    • Google Business Messages.
    • Line Messaging.
    • Microsoft Teams.
    • Slack.
    • Twitter Direct Messaging.
    • Telegram Messaging.
    • Viber.
    • WhatsApp.
    • Custom channels using the Bring Your Own Channel feature.

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

Channels widget showing the number of interactions for each of nine different channels.
Channels widget showing the percentage of total interactions for each of nine different channels.

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 workspaceClosed Named view of one or more widgets..

Change the Title of the Channels Widget

  1. Click Options icon of 3 verticle dots 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 the three stacked dots in the top right corner of the widget.
  2. Click Settings.
  3. Click Widget Options to open the drop-down.
  4. If you want to change the number of bars to show in the widget, type the number in the Number to Show textbox. The default is 5 and the maximum is 25.
  5. If you want to change whether a number or percentage shows in the bars of the Channels Widget by default, select either Count or Percentage, respectively, under Default View.
  6. Click OK.

Export Channels Chart as CSV

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..

Save Channels Chart as an Image

Images are exported as PNG files.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Save Chart as Image The Save as Image icon appears as a square with a picture in it..