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How do I track channel shift?

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

CHANNEL​

If you are using Jadu Central 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 Jadu Connect for these values then using the Jadu Connect Form Action, configured within Jadu Central, the two channel fields can be mapped for all form submissions.

Example channel field in Jadu Connect

This will then store against every case type where the Jadu Connect 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 Jadu Connect for these values then using the Jadu Connect Form Action, configured within Jadu Central, the two source fields can be mapped for all form submissions.

Example source field in Jadu Connect

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.