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How to Review Managed Channel Interactions
A guide to using the Overview page in Managed Channels Analytics, covering key performance metrics, available filters, and the full breakdown of interaction charts including themes, dialects, demographics, and geographic data.
The Overview page in Managed Channels Analytics gives you a comprehensive view of your customer interactions across all connected channels, including engagement metrics, sentiment, themes, and audience demographics.
Accessing the Overview
- Log in to your Lucidya account.
- Go to Monitor.
- Under Managed Channels, click Analytics.
- Select Overview.
Key Metrics
At the top of the page, six KPI cards give you an at-a-glance summary of your channel performance:
- Total Engagements. total number of customer interactions across all connected channels.
- Net Sentiment. overall sentiment score reflecting customer satisfaction.
- Total Contacts. total number of unique contacts who interacted with your channels.
- Total Requests. total number of requests received across all channels.
- Avg. Response Rate. average rate at which agents responded to customer interactions.
- Avg. Waiting Time. average time customers waited before receiving a response.
Filtering the Data
Click Filters to narrow down the data displayed on the page. Available filters:
- Channel Accounts. filter by specific connected channel accounts.
- Sentiment. filter by sentiment type (Positive, Negative, Neutral).
Click Apply to apply the filters, or Clear All to reset them.
Interactions & Closed Conversation
This section provides a detailed breakdown of your interactions through the following charts:
- Interactions: a chart showing interaction volume over the selected time period.
- Themes: distribution of conversation themes, expandable by Category.
- Themes Trend: trend of themes over time, groupable by Day and expandable by Category.
- Dialects & Sub-Dialects: breakdown of the dialects used in customer interactions.
- Categories: distribution of interactions by category.
- Channels: distribution of interactions by channel.
- Gender Distribution: breakdown of interactions by gender.
- Top Countries: top countries from which interactions originated.
- Top Cities: top cities from which interactions originated.
Each chart includes a download icon to export the data, and AI-powered charts are marked with the AI icon.
Exporting Data
To export the full overview data, click Export in the top right corner and select your preferred format.
For further assistance, contact Lucidya Support.
Frequently asked questions
A comprehensive summary of customer interactions across all connected channels, including engagement volume, sentiment, contacts, requests, response rate, and audience demographics.
All channels connected under Managed Channels are included. Use the Channel Accounts filter to narrow the view to specific connected accounts.
Net Sentiment reflects the overall sentiment score of your interactions, based on AI-classified sentiment across all connected channels.
Yes. Use the available date and filter controls on the page to narrow the data shown across KPIs and charts.
Themes shows the current distribution of conversation themes, expandable by category. Themes Trend shows how those themes change over time, groupable by day.
Each chart has its own download icon, letting you export that chart's data individually. Use the Export button in the top right to export the full overview instead.
It indicates the chart's data is generated using AI-powered classification, such as sentiment, dialect, or gender detection.