> ## Documentation Index > Fetch the complete documentation index at: https://docs.neuroncx.in/llms.txt > Use this file to discover all available pages before exploring further. # See How Many Contacts Each Channel Brings with Channel Analytics > Count the phone calls, WhatsApp conversations and walk-ins in a date range, split them by channel, source or branch, and export the list behind every number. Channel Analytics shows how many times your institution was contacted, and through which channel. * A **contact** is one phone call, one WhatsApp conversation or one walk-in. * A **lead** is a person (a transaction) who was contacted. One lead can be contacted many times, so the number of contacts is always equal to or more than the number of leads. This page is for owners, analysts and supervisors. For the date range, mode and other controls shared by every report, see the [Data & Reports Overview](https://docs.neuroncx.in/data-and-reports/overview.md). > [!NOTE] > > The report is built from a nightly load, so today's contacts appear tomorrow. If a day in your date range has not been loaded yet, the report tells you above the chart. ## Run the report **1. Open Channel Analytics** 1. In the sidebar, click **Data & Reports**. ![1 Open Data And Reports](https://mintcdn.com/neuroncx/youu_HM53SrIZw4r/images/1.Open-data-and-reports.png?fit=max\&auto=format\&n=youu_HM53SrIZw4r\&q=85\&s=49393fcd19949d1319194894a97ef034) 2. Choose the **Channels** domain. **Channel Analytics** opens first. **Telephony Analytics** and **WhatsApp Metrics** sit next to it. ![2 Choose Channel Analytics](https://mintcdn.com/neuroncx/youu_HM53SrIZw4r/images/2.Choose-channel-analytics.png?fit=max\&auto=format\&n=youu_HM53SrIZw4r\&q=85\&s=784430ff2cff8738d50532c3c5b992f2) **2. Choose the dates and the period** Pick the **From** and **To** dates at the top. Then, at the left of **Rules and Filters**, choose how to show the numbers over time: * **Monthly**, **Weekly** or **Daily**: one position on the chart for each month, week or day. Weeks start on Monday. * **None**: one position for the whole date range. Click **FETCH**. The report counts every contact from the start of the first day to the end of the last day, in Indian time. ![3 Choose Dates And Period](https://mintcdn.com/neuroncx/youu_HM53SrIZw4r/images/3.Choose-dates-and-period.png?fit=max\&auto=format\&n=youu_HM53SrIZw4r\&q=85\&s=49cb0b5823de56208e883c0851b3c8c4) **3. Read the tiles** Three tiles above the chart show totals for the whole date range: * **Sessions**: every call, WhatsApp conversation and walk-in in the range. This includes template messages your business sent. One customer chat counts once, however many messages it holds. * **Leads Reached**: how many different leads were contacted. A lead contacted three times counts once. * **Channels Used**: how many channels carried contacts. There are up to three: WhatsApp, HumanAgent (walk-ins) and Phone. The tiles always show the whole range. They do not change when you split the chart. ![4 Read The Tiles](https://mintcdn.com/neuroncx/youu_HM53SrIZw4r/images/4.Read-the-tiles.png?fit=max\&auto=format\&n=youu_HM53SrIZw4r\&q=85\&s=6f53aad389ca6a3da8521c8ab6370d33) > [!TIP] > > Under **CANONICAL**, choose **Sessions** or **Leads Reached** to decide which number the chart and table show. **4. Split the numbers by a grouping** Under **GROUPING**, choose: * **Channel** for one bar for each channel. * **Shop** for one bar for each branch. * One of your own groupings, if it is made of branches. * **None** for one total. How the bars are laid out depends on the period: * With **None**, you see one cluster of bars for the whole date range. * With **Weekly**, **Monthly** or **Daily**, you see a cluster for each period, with one bar for each group. ![5 Split By Grouping](https://mintcdn.com/neuroncx/youu_HM53SrIZw4r/images/5.Split-by-grouping.png?fit=max\&auto=format\&n=youu_HM53SrIZw4r\&q=85\&s=b6b84bf73f15a17764479ffbd44b1d17) > [!NOTE] > > The bars do not always add up to the tile. **Leads Reached** counts each lead once, so a lead contacted on two channels shows in both bars but only once in the tile. A branch split leaves out contacts that have no lead yet, and a group such as IVF can contain several branches. ## Filter, or split by a lead value Under **Rules and Filters**: 1. Click **Add Rule**. 2. Pick what to filter by: **Channel**, **LOB**, **Branch**, **Transaction Phase**, **Transaction Stage** or **Source**. ![6 Filter By Channel](https://mintcdn.com/neuroncx/5RFtxEgbtRdTNM3J/images/6.Filter-by-channel.png?fit=max\&auto=format\&n=5RFtxEgbtRdTNM3J\&q=85\&s=0343f0f332b4526bc3d6bfb2e8dfe1f4) 3. Pick the match, for example **In List** or **Not In List**, and the values. ![7 Filter By Match](https://mintcdn.com/neuroncx/5RFtxEgbtRdTNM3J/images/7.Filter-by-match.png?fit=max\&auto=format\&n=5RFtxEgbtRdTNM3J\&q=85\&s=bbf8ba57b4d894d31e362d381d2f6695) 4. Click **FETCH**. ### Split the numbers with Any Choose **Any** as the match on **Source**, **Transaction Phase**, **Transaction Stage**, **Branch** or **Channel** to split the numbers by that value. You get a bar for each source, phase or other value. * **Any** works together with a grouping. For example, **Source** with **Any** and the grouping **Channel** shows a bar for each source and channel pair. * Contacts that have no lead yet show as **No transaction**. * Only the first rule with **Any** splits the numbers. A second rule with **Any** only filters. ### Combine rules Use **AND** to keep contacts that match every rule, or **OR** to keep contacts that match any rule. The reset icon next to **Add Rule** clears all your rules. ![8 And Or](https://mintcdn.com/neuroncx/5RFtxEgbtRdTNM3J/images/8.And-or.png?fit=max\&auto=format\&n=5RFtxEgbtRdTNM3J\&q=85\&s=b623482cdbbef984e9618ee0d397f6c6) > [!WARNING] > > **Transaction Phase**, **Transaction Stage**, **Source** and **Branch** show where the lead is now, not where it was at the time of the contact. A lead that moved on after the contact is counted under its current phase. Contacts that have no lead yet cannot match these filters, except in a **Not In List** rule. ## Read the notes above the chart When the numbers need explaining, the report adds a short note above the chart. It tells you about: * Days that are not loaded yet, so the numbers cover only the loaded days. * Contacts without a lead, which a branch or phase filter leaves out. * A group that has no data in the date range. ## Export the contacts **1. Click Export Channel Analytics** The button is at the top right of the report. **2. Choose what to export** * **EXPORT ALL RECORDS** ignores your rules. * **EXPORT FILTERED RECORDS** keeps them. **3. Open the file** When the file is ready, open it from the export list. ### What is in the file The file has one row for each contact. | Column | What it holds | | - | - | | ContactId | The ID of the contact | | Time | When the contact happened | | Channel | WhatsApp, HumanAgent or Phone | | TransactionId | The ID of the lead, if the contact has one | | Branch, Stage, Source, Phase | Where the lead is now | | Agent | Every agent on the lead, separated by commas | | UserName, UserMobile, UserEmail | The lead's details | A contact without a lead has empty Branch, Stage, Source, Phase, Agent and lead detail columns. **How the row count matches the tiles** * With **Sessions**, the number of rows equals the **Sessions** tile. * With **Leads Reached**, the file only has contacts that have a lead. It has more rows than the tile, because the tile counts each lead once. > [!NOTE] > > In Excel, a long mobile number can show as `8.31E+09` and a time as `########`. Widen the column, or import the column as text. The file itself is correct. ## If something looks wrong | What you see | What it means | | - | - | | The numbers are lower than you expect for a wide range | Some days are not loaded yet. The note above the chart lists them. | | Today shows nothing | Today's contacts are added by the nightly load, so they appear tomorrow. | | Leads Reached is different from the number of new leads in the workspace | Leads Reached counts leads contacted in the range, including older leads who got in touch again. The workspace, in Fetch by Trx Date mode, counts leads created in the range. | | The branch bars add up to less than Sessions | Contacts with no lead are left out of a branch split. | | The Leads Reached bars add up to more than the tile | A lead contacted on several channels or days is in several bars, but only once in the tile. | | The report shows an error | The reporting database is available from 8 AM to 8 PM IST. Try again within those hours. | | A name or email in the export looks different from the lead's screen | The export reads a daily copy of lead details, so edits made today can be missing. | | A phase or branch in the export differs from the lead's screen | The lead moved after the report data was last refreshed, which happens every few hours. | ## Screen quick reference | Area | What it is for | | - | - | | **Monthly**, **Weekly**, **Daily**, **None** | How the numbers are spread over time | | **Sessions**, **Leads Reached** (CANONICAL) | Which number the chart shows | | **GROUPING** | Split by channel, branch or one of your groupings | | **Add Rule**, **AND** / **OR**, **Any** | Filter the contacts, or split by a lead value | | **FETCH** | Run the report with your dates and rules | | **Export Channel Analytics** | Download the contacts as a file | | Tiles | Whole range totals, not affected by the split | ## Related pages > [card] [Data & Reports Overview](https://docs.neuroncx.in/data-and-reports/overview.md) > > The domains, modes and controls shared by every report. > [card] [Query Builder](https://docs.neuroncx.in/data-and-reports/query-builder.md) > > Build your own query on a domain. 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