Omnichannel & Digital Deflection Intelligence
Last updated:
2024-01-15 14:23 UTC
Last 30 Days
Last 90 Days
Last 12 Months
All Channels
Voice
Chat
Bot
Email
Blended Cost/Resolution
$14.20
True Bot Containment
38.2%
vs. 67% Reported
Digital Share
41.8%
Deflection Leakage
27.4%
Contacts/Issue
1.72
Automation Opportunity
18.3%
$880K/yr potential
Channel Volume & Mix (Last 30 Days)
Cost per Resolution by Channel
Bot Confidence Score Distribution
Self-Service Completion by Journey Type
True Containment vs. Reported Containment (12 Weeks)
Channel Response Times vs. SLA
Channel
SLA Target
Avg Response
SLA Consumed
Status
Voice
20s
16s
80%
Chat
30s
28s
93%
Email
4h
2.8h
70%
Social
1h
38m
63%
SMS
5m
3m
60%
Bot
Instant
1.2s
—
Deflection-to-Escalation Leakage by Source Channel