---
title: Analysing Cross Channel Data
slug: qatar-airways-hol/analysing-cross-channel-data
docTags: 
createdAt: 2024-01-30T23:36:00.578Z
---

# Objective

- Connect data points across multiple channels.
- Identify cross-channel session.
- Understand how customers interact and move across multiple devices.

# Context

In this exercise you will use Analysis Workspace within Customer Journey Analytics to analyse product views, product funnels, churn etc.

Let’s use the project you just created.

With your project opened and the Data View selected, you're ready to start building your first visualisations...

1. Add a new Panel to your workspace.
2. Add a new Freeform table into your Panel.
3. Rename the table as **Events per Day**.
4. Set the date range to **Last 3 Full Months.**
5. Pull in "Events", "Sessions", "Event: Call center dial-ins" and "Event: Page Views" metrics.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/G9DnyWk1onbWN8ufp0LIk_screen-recording-2024-02-08-at-164058.gif)

The **Event: Call center dial-ins** metric represents rows of data that come from the call center dataset. The **Event: Page views** metrics represents rows of data from the Web Analytics Data.

![](https://api.archbee.com/api/optimize/Kr9jNQk3X89PNSZafWHK9-Xz8pAXKsInbQVOWS0pn2m-20250121-191527.png)

1. Search for the **Page Name** dimension in the Components.
2. Replace the **Day** dimension with the **Page Name** dimension by dragging it over `Day` in the table and drop to replace `Day` with `Page Name`.

![](https://adbecdn.azureedge.net/labs/archbee/emeaProjectsAEPBootZurichLab3Cja/Screenshot2023-09-21at13.25.25.png)

You'll see in the resulting data that there are Events and Sessions associated with each page and there are Page Views associated with each page (which equals the "Events" metric), but there are no Calls associated with each Page. This is because there are no rows that are both Web and Call rows, they originate from entirely separate datasources and are ingested into separate datasets in Adobe Experience Platform. 

1. Duplicate this table by right clicking at the top of the Freeform table. 
2. On the duplicated table, replace the **Page Name** dimension with the **Call Reason** dimension.

![](https://adbecdn.azureedge.net/labs/archbee/emeaProjectsAEPBootZurichLab3Cja/Screenshot2023-09-21at13.26.22.png)

This is the reason for a call that a call center agent entered when they spoke with a customer on the phone. 

:::hint{type="info"}
*Notice how there are now Call Reasons that have Events and Sessions and Calls associated with them but no Page Views. Again, this makes sense.*
:::

# Building a Filter

Filters are the same as Segments in Adobe Analytics, just renamed. And once these filters are built in CJA, they can be shared to Experience Platform, so you can use them in Real-time CDP, for example.

Using filters is one way that we can gain more insight into our cross channel data. We can create filters to understand which sessions were "web" only sessions, which were "call center" only and which were in fact "cross channel".  

:::hint{type="info"}
Keep in mind for CJA, there is no concept of "browser" session, the session calculation is controlled by the event timeout set in your data view.  As long as the customers interacts on both channels within the timeout window their events will be considered part of the same session in CJA. 
:::

## Filter - Cross channel sessions

We're going to create the `Cross-Channel Sessions` filter.

On the main menu, click on **Components > Create filter...**

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/03yhAD8vlUZDOUbG67QzX_image.png)

1. Drag the **Event: Page Views** metric, and drop it in the `Definition` section, over the text "Drag & drop Metric(s), Filter(s), and/or Dimensions here.".
2. Change the criteria for the Calls metric from **Equals 1** to **Exists.**
3. Drag the **Event: Call Center Dial-ins** metric, and drop it below the **Page Views** metric.
4. Change the criteria for the Calls metric from **Equals 1** to **Exists.**
5. From the drop down list beside `Include`, select **Session**.
6. Name your Filter, `[your name] - Cross-channel sessions`
7. Click **Save.**

![](https://adbecdn.azureedge.net/labs/archbee/emeaProjectsAEPBootZurichLab3Cja/Screenshot2023-09-21at13.30.35.png)

This filter will find sessions where a customer had at least one Page View and at least one Call in a session.

# Analysis

In the **Filters** list you can find 2 additional filters:

- **\[bootcamp] Call Sessions**: that identify sessions where the customer have interacted with a call center only;
- **\[bootcamp] Web Sessions**: that identify sessions where the customer have interacted with a call center only;

With the help of the filter you have already created, you can do an interesting cross channel analysis.

1. Duplicate the last table you built.
2. Select the 3 filters you just built and drag them over the **Call Reason** dimension;
3. "Replace" that dimension with those 3 filters.

This provides an interesting view. We can see there are Web Sessions with Calls, and Call Sessions with Page Views.

![](https://adbecdn.azureedge.net/labs/archbee/emeaProjectsAEPBootZurichLab3Cja/Screenshot2023-09-21at13.32.43.png)

Now take the 3 filters and drag them under the **Sessions** metric in the table named **Events per** **Day** table you created before, until the blue pop-up says "**Filter By**", and drop the filters.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/OAd3gbu-9yJMn7f-XOLfi_screen-recording-2024-02-12-at-144150.gif)

You project now should look like this:

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/ffRHsVPtO6pMrRunI89q5_image.png)

This will break out the **Sessions** metric by the various Session types the filters represent. A great way to analyse the types of Sessions customers are having.

:::hint{type="success"}
Congratulations, this completes the Analytics Cross Channel Data exercise!
:::