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Engage Category Reports

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Category Reports

Category reports track the number of messages categorized in a given period. Where keyword Automation has been used, the full picture will be available by reporting categories in conjunction with keyword reports.

Categories should be setup where contact type identification is desired e.g. promotions, brand split.  This feature is very useful to identify volume of calls by type to help with resource allocation and to provide a focus for identifying opportunities for continuous improvement.

Messages appear on these reports based on their scheduled date (i.e. when a message was sent in / out of Multichannel).  Messages appear on the reports once they are sent or closed.  Any messages that are waiting to be sent or are still in the router queue to be processed will not be reported upon regardless of a whether category is assigned to the message currently.

 

  1. Category Summary

This provides a count of all instances of a category split by channel and direction for  the timespan requested.  The Category Summary report can be run by individual message direction and now has an option for auto responses

The Category Summary report shows a count for parent categories for the selected message direction.  When comparing the category summary values to that of the values on the category sub category report the values on the category summary may be greater than the count of the combined sub-category values. This will occur if a parent category has been assigned to a message but no subcategory was assigned at the same time.

 

 

 

  • Category Name
  • The parent category for the channels enabled on your site that are applicable to the message direction nominated in your filter
  • Channel Counts
  • How many contacts of this type occurred for each enabled channel where messages received were in the message direction nominated in your filter

 

  1. Sub Category Summary

The Category Detail report gives totals for the nominated Message Direction broken down by subcategory and channel.

 

  • Sub Category Name
  • This is the list of sub category(s) applicable to the message direction and category selected in your report query
  • Channel Counts
  • How many contacts of this type occurred for each enabled channel where messages received were in the message direction nominated in your filter  
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Last modified
13:28, 14 Sep 2014

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