See what is the most popular way for your customers to contact you. LiveAgent provides you with detailed insights into every communication channel: Email, Live Chat, Call Center, Contact Forms, Feedback Forms, Facebook messages, Tweets… Forget about external tracking applications. Everything is built-in!
Individual entries can be sorted by Department, Agent, Tags, and Date. Channel reports can be exported to a CSV file.
Channel report display options (columns):
- Channel
- Answers
- New answer avg. time
- Open answer avg. time
- Calls
- Missed Calls
- Call minutes
- Chat messages
- Chats
- Missed Chats
- Chat pickup avg. time
- Chat avg. time
- Not ranked
- Not ranked %
- Rewards
- Rewards %
- Rebukes
- Rebukes %
- Incoming messages
- Incoming Calls
- Finished Calls
- Incoming Chats
- Finished Chats
- Created tickets
- Resolved tickets
Channel report can show your data in these types of charts:
Use Channel reports with API
Use LiveAgent REST API to call values from Channels reports.
Identify the hardest working departments
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What is the Marketing Channel Mix? Promotion Channel Strategy
To maximize reach and effectiveness, a strategic channel mix plan is essential for marketing. Assessing available channels, understanding audience preferences, balancing reach and intensity, and matching messages to channels are key steps. Finalizing a channel mix document and creating a plan with timing, frequency, and budget allocation are crucial for successful implementation. Monitoring and assessing program effectiveness is also essential.
Text-based communication, such as texting and emailing, lacks the personal interaction of other channels. Face-to-face communication is crucial for relational matters, while text-based communication may be suitable for transmitting data. Understanding the strengths and limitations of each channel enhances communication effectiveness. Social media is good for connecting with like-minded people, but it lacks the depth of personal connection. Overall, choosing the right communication channel is crucial for effective communication.