Open Forum

 View Only
Back to discussions
Expand all | Collapse all

Reporting on contact center channel conversions?

  • 1.  Reporting on contact center channel conversions?

    Posted 10-17-2023 05:55

    We have an array of contact center channels (phone numbers) that are used in various sales/marketing campaigns.  These channels are tied to various services such as google/bing search results and presented to prospects on our website or external advertising.  When a call comes in via one of these channels we can track sales conversions via 8x8 transaction codes.  I cannot however find any way to get this information out of 8x8.  None of the reports seem to expose the channel name or even provide a way to subtotal channel calls by transaction code by a date range.  I imagine most marketing people want this information so I expect there is way I can do this however I could use some pointers.

    Channel                                                    Qualified              Non-Qualified      Spam

    -----------------------------------------------------------------------------------------------------------------------------

    google-search (111-111-1111)                 15                                 6                   2

    yellow-pages (222-222-2222)                    12                                8                   4

    bind-search (333-333-3333)                         4                                 2                  7



    ------------------------------
    Joe Konecny
    ------------------------------


  • 2.  RE: Reporting on contact center channel conversions?

    Posted 10-17-2023 22:10
    Edited by Ben Fischer 10-17-2023 22:10

    Analytics for Contact Center

    Detailed Reports / Interactions

    Channel Name = XX XX XX

    Date Range X to Y

    Just make sure you include the column for wrap up code


    You can also schedule it to send you yesterdays results every morning.
    ------------------------------
    Ben Fischer
    ------------------------------



  • 3.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 05:09

    That report doesn't offer subtotals unfortunately.  I dread the thought of having to manually fix that up every time it's run.



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


  • 4.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 05:24

    Also...  Even though the report preview shows the channel name, when you download the data it only has the number not the name.



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


  • 5.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 06:34

    Hey Joe,

    My marketing team requests this data as well.

    We use the interactions Summary report.

    Group by Media and channel name

    Count of interactions

    Then we filter this against different queues to see the # of interactions the channel was interacted into that queue

    Hope this helps!



    ------------------------------
    Drew Vance
    ------------------------------

    Original Message


  • 6.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 09:12

    That's close.  I have to remove all the date columns manually and then create subtotals.  8x8 needs to improve their reporting engine.  It really leaves your hands tied.



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


  • 7.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 09:58
      |   view attached

    We run it for month to date and then it looks like the attached file. 



    ------------------------------
    Drew Vance
    ------------------------------

    Original Message


  • 8.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 10:35

    The key was setting granularity to none.  Thank you!!



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


  • 9.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 10:39

    Wait I spoke too soon....  This doesn't group by wrap codes.



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


  • 10.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 14:07

    I get the channel names, I'd log that as a bug if they don't appear for you.



    ------------------------------
    Ben Fischer
    ------------------------------

    Original Message


  • 11.  RE: Reporting on contact center channel conversions?

    Posted 10-18-2023 21:06

    Is that the downloaded version or the online version of the report?



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


  • 12.  RE: Reporting on contact center channel conversions?

    Posted 10-19-2023 22:37

    downloaded.



    ------------------------------
    Ben Fischer
    ------------------------------

    Original Message


  • 13.  RE: Reporting on contact center channel conversions?

    Posted 10-25-2023 10:02
    Edited by Joe Konecny 10-25-2023 10:07

    What I notice if I select "Last Month" for my date criteria the names do not come with the report.  Most other data criteria seem to work properly.



    ------------------------------
    Joe Konecny
    ------------------------------

    Original Message


Related Content