How do I track channel shift

How do I know which channel the service request / application / booking has come from?

When you first set up fields within CXM it is recommended that you set up CHANNEL and SOURCE fields.

CHANNEL

If you are using Jadu XForms to generate your cases then there is a Channel variable that is stored against every form submission. This variable is either WEB (for forms generated via a public URL) or CSO (for 'internal' forms). If a channel field is created in CXM for these values then using the CXM Form Action, configured within XForms, the two channel fields can be mapped for all form submissions.

This will then store against every case type where the CXM channel field is added to the create form the high-level source of the service request / application etc.

SOURCE

To determine the source of requests via the 'internal' forms route, a 'private' question (visible only on internal forms) can be added to an XForm. The answer to this question could default to the most popular method of communication (likely to be telephone). If a source field is created in CXM for these values then using the CXM Form Action, configured within XForms, the two source fields can be mapped for all form submissions.

If the channel and source fields are created and added to each case type then analysis of channel and trends over time can be tracked to provide quantative data on channel transaction volumes.