A consolidated read of contact volume and channel mix across every commercial account tracked this cycle.
| Account | Total | Phone | Channel Mix |
|---|
Phone dominates at 78% of all tracked contact — most accounts default to calling in urgent issues rather than emailing.
R&R Products and Casas Adobes skew heavily to email (90%+ and 58%) — driven by long threads on dashboard access, Cymbus app issues, and billing.
Emerge Center is the highest-volume account at 196 contacts — almost entirely phone-driven, consistent with a crisis-services organization.
Resolution tracking is the next layer. This report currently measures contact volume and channel only. A "Resolution Status" field is planned per case to show whether requests were actually solved.