Adding Digital Channel Metrics to the Inbound Efficiency Report

You can now generate the Inbound Efficiency Report to show operational and performance metrics (for example, total calls or messages, handled contact number, or service level) for digital channels, such as email, SMS, and web chat. For example, when generating an Inbound Efficiency Report, you can specify a channel, such as email, SMS, voice, or web chat in the Channels drop-down menu along with other search criteria, such as date, service, and so on. You can select multiple channels at the same time. If you leave the Channels field blank, the platform generates the report for all channels.

Inbound Efficiency Report includes a new column called Channel, if you need to update any existing data import processes.  This column cannot be removed.