In tymeshift's Summary Report, we have an option to filter data by the channel of the tickets.
Note: If you would like to filter for all activity in a particular channel, you may have to select multiple channels.
Important: The below filtering logic applies for metric points only.
Channels are defined in Zendesk and we categorize them on tymeshift as follows:
|api_phone_call_inbound||CTI phone call (inbound)|
|api_phone_call_outbound||CTI phone call (outbound)|
|help_center||Help Center post|
|api||Web service (API)|