---
schema_version: "1"
id: 167ee9650309c81ca30f643603c09ecfa521e25ebadb801320a6ee663da7f40b
title: Billing Outcomes and Reasons by Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/help_agent_billing_outcomes_by_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.help_agent_billing_outcomes_by_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1ac77b7f2033f1e1400a812f5a9e84ccb9d21ad2b0cdcb82ad758b418bc2adca
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Billing Outcomes and Reasons by Channel

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.

![This chart breaks down billing outcomes and reasons by channel to compare agent performance across them.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_biling_outcome_reasons_by_channel.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:30%">
        <col style="width:70%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;"><strong>What to Look For</strong></td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Performance and resolution rate differences across channels, including Web Chat,
            Help Portal, and Voice.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;"><strong>Actions to Take</strong></td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><strong>Channel-Specific Escalation Spikes:</strong> Inspect channel escalation flows and
              greeting messages for that specific channel. See <a href="https://help.salesforce.com/s/articleView?id=ai.help_agent_default_settings.htm&amp;release=264.0.0&amp;type=5">Customize Escalation Routing</a>.</p>
            <p style="margin-bottom:0;"><strong>Low Channel Adoption:</strong> Re-evaluate widget placement or ensure phone numbers
              and portal links are accessible.</p>
          </td>

        </tr>
      </tbody>
    </table>