Viewing Omnichannel Session Data in SC Analytics

Select data from Omnichannel Messaging sessions can be viewed in SC Analytics. Adding these dimensions and/or measures to existing or new Looks is simple.*
*For more information on SC Analytics, check out the tutorials in our SC Analytics Help Center by clicking here.

• Log in to SC Analytics
• Browse to the Look you want to edit and click Explore From Here

The Dimensions/Measures for Omnichannel can be found under the Messages heading on the left. Click to expand and show the options:

Click to add any of the dimensions to the report or to use as a filter.

Currently, the only measure available (Messages) will give a total of the number of incoming chat messages for the campaign and date range specified.

Remember that to see this data, your campaign must be an Omnichannel campaign. these dimensions and measures do not apply to traditional call campaigns.

A sampling of Omnichannel data in SC Analytics, including Session ID, Message (content), and count