Channel Behavior Flow

This Channel Behavior Flow diagram maps the first and last channel of interactions across all profiles per the filtered range. The number shown inside (or above) each node represents the total count of profiles whose first or last interaction was in that channel.

If a profile only had interactions in a single channel, the Channel Behavior Flow diagram will show that channel as the start and end positions. In all other cases, the profiles' first and last channels of interaction will be shown. The Channel Behavior Flow map shows the most significant combinations first in decreasing order. 

In contrast, the Most Popular Channels bar chart captures a specific channel's full set of profiles at any given time. 

For Example:

• Profile A can start in Web, go to Call Center and then end in the Complaint channel
• Profile B can start in Web, stay in Web and then end in Web
• Profile C can start in Web, go to Complaint and end in the Call Center channel

In this example, the Channel Behavior Flow will show three profiles in the Web channel start, one profile in Complaint, one profile in Web, and one profile in Call Center.

In contrast, the Most Popular Channel bar chart will display three profiles on the Web, two profiles in Complaint, and two profiles in Call Center.