Reference · built on requestOperator by FibricReporting & analysis

Channel Mix

Contact and order volume by channel, week over week, with a routing or staffing note proposed when the mix shifts past a threshold.

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About

Voice, chat, email, and web orders do not move together, and the staffing plan usually assumes they do. This operator measures the mix each week. From the contact center it reads contacts handled, queued, and abandoned grouped by channel and queue, using the metrics interface the platform documents. From the help desk it reads tickets by the channel they arrived through. From the storefront it reads orders by source. It compares each channel's share against the prior weeks and the threshold you set.

When a channel's share crosses the threshold, it proposes a routing note to the contact center administrator or a staffing note to whoever owns the schedule, with the numbers behind it.

This is a reference listing. It documents what Fibric would read from Channel Mix and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • CONTACTS_HANDLED, CONTACTS_QUEUED, CONTACTS_ABANDONED, and SERVICE_LEVEL from Amazon Connect GetMetricDataV2, grouped by CHANNEL and QUEUE at the WEEK interval
  • Conversation records from Genesys Cloud analytics, where that platform is attached instead
  • Tickets by the via channel object in Zendesk, counted per week from incremental exports
  • Orders by source_name from the Shopify Orders resource, counted per week
  • Routing profiles and queues in the contact center, so a note can name the profile it concerns
  • The threshold, the comparison window, and the owners for routing and staffing notes

Proposed actions

  • Target capability: propose a routing note to the contact center administrator naming the queue or routing profile and the change in mix
  • Target capability: propose a staffing note to the schedule owner with the channel shares and the weeks compared
  • Target capability: propose a threshold change when a shift has held for the number of weeks you set
  • Target capability: propose a weekly mix summary to a channel, posted once after approval

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Connect queues against Shopify orders

    Weekly contacts by CHANNEL and QUEUE from Amazon Connect are set beside orders by source_name from Shopify. When chat share rises while orders hold, a routing note proposes moving agents between profiles.

    With Amazon Connect, Shopify

  • Email drift in Zendesk

    Tickets by via channel in Zendesk are counted each week. A rise in email share past the threshold produces a staffing note to the schedule owner with the weeks compared.

    With Zendesk, Slack

  • Genesys Cloud with Magento

    Conversation records from Genesys Cloud and orders from Magento give the same weekly view for teams on that pair, with notes routed to the same owners.

    With Genesys Cloud, Magento

  • Post the weekly mix

    One message with the channel shares and the change from the prior week is proposed to a Slack channel after the numbers are approved.

    With Slack, Amazon Connect

Requirements

  • A contact center connector with historical metrics by channel: Amazon Connect or Genesys Cloud
  • A support connector whose tickets record the arrival channel: Zendesk, Kustomer, or Freshdesk
  • A commerce connector whose orders record a source: Shopify or Magento
  • A threshold and window per channel, and named owners for routing and staffing
Authentication
Read on the contact center metrics API, ticket read scope on the help desk, orders read scope on the storefront, and a messaging scope for the notes.

Limits

  • Amazon Connect GetMetricDataV2 keeps three months of history and limits a WEEK-interval request to a span under 35 days. Longer histories take several calls.
  • It measures the mix. It does not forecast demand or compute required headcount.
  • A routing note names a queue or profile. The routing change itself is made by a person in the contact center console.
  • source_name in Shopify records where an order originated. Orders without one are counted as unknown.

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Channel Mix ↗

Questions and answers

What does a person approve?
The note and its recipient. The proposal shows each channel's volume and share for the weeks compared, the threshold crossed, and the queue or profile it concerns. The routing change itself is made by the administrator in the console.
What is on the record each week?
The weekly counts per channel from each system, the shares, the threshold in force, the note text, who approved it, and where it was sent. Threshold changes keep the previous value.
Does it change routing or schedules?
No. It reads metrics and proposes notes. It never edits a routing profile, a queue, a schedule, or an agent's status. Notes go only to the owners you named, after approval.
Ask about Channel Mix

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy