This chart breaks down billing outcomes and reasons by channel to compare agent performance across them. Use it to spot channel-specific escalation spikes or low adoption.
| What to Look For | Performance and resolution rate differences across channels, including Web Chat, Help Portal, and Voice. |
| Actions to Take |
Channel-Specific Escalation Spikes: Inspect channel escalation flows and greeting messages for that specific channel. See Customize Escalation Routing. Low Channel Adoption: Re-evaluate widget placement or ensure phone numbers and portal links are accessible. |