How to Add a New Channel in Channel Analytics

Channel Analytics lets you collect and analyze customer data across your connected channels. Before data appears in your analytics, you need to add at least one channel.

For a general overview of connecting and managing channels in OmniServe, see How to Add and Manage Channels in OmniServe.

Ways to Add a New Channel

You can add a new channel in one of two ways:

• Go to Managed Channels → Analytics, then click + Add Channel.
• Or go to Managed Channels → Manage Channels, then click + Add Channel.

Step 1. Choose a Category

Select the category that matches your channel type:

• Social Media
• Chats
• Ratings
• Emails (upgrade required)
• Call Center (upgrade required)
• Website Analytics (upgrade required)

Click Next to proceed.

Step 2. Set Up the Channel

Authenticate a new account or select one that has already been authenticated. Available platforms per category:

Note: Steps 3 and 4 below apply only when adding a Chats channel.

Step 3. Configure Bot Settings (Chats only)

Select whether you use a chatbot:

• Yes, I use a chatbot. enter your bot-to-human handover message in the text field, then press Enter.
• No, I handle conversations manually. no additional setup required.

Click Next.

Step 4. Configure Session Settings (Chats only)

Define the inactivity timeout thresholds for chat sessions:

• Customer doesn't reply to the agent in. set the time after which the session is considered inactive from the customer's side.
• Agent doesn't respond to the customer in. set the time after which the session is considered inactive from the agent's side.

Click Add Channel to confirm.

After Adding a Channel

Once added, the channel appears in the Manage Channels list with the following details: Account Identifier, Channel, Category, Creator, Authenticated By, and Status.

Your data begins appearing in the corresponding analytics section under Managed Channels → Analytics.

For further assistance, contact Lucidya Support.