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Omni-Channel Performance Dashboard

Understand agent productivity and workload

Overview

Want to understand where you agents are focusing their time and provide great coaching moments? This is the dashboard for you! All time-based metrics are in seconds, except for the Case Lifecycle Report, which is in hours

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See How Omni-Channel Performance Dashboard Works

  • Reports include: 1) Agent Work by Service Channel 2) Activity by Day 3) Agent Work by Queue 4) Average Response Time by Agent 5) Average Active Time by Agent 6) Average Handle Time by Agent 7) Agent Work by Type

  • 8) Average Handle Time by Agent 9) Declines by Reason 10) Average Capacity When Declined 11) Closed Agent Work Per Agent 12 Average Response & Handle Time by Channel 13) Average Duration by Presence Status & Agent 14) Declines by Agent

  • 15) Average Idle Duration by Agent 16) Average at Capacity Duration by Agent 17) Total & Average Duration by Presence Status 18) Case Lifecycle

Want to understand where you agents are focusing their time and provide great coaching moments? This is the dashboard for you! This dashboard accesses data from the AgentWork object which is where some of the Omni transaction data is stored, as well as ServiceResource and ServiceResourceSkill where the Skill information for Call Center Agents are located. This will save you time in having to build all of these reports from scratch. Please set up omni-channel with Service Setup before attempting to install this. https://help.salesforce.com/articleView?id=console_lex_service_setup_omnichannel.htm&type=5 https://www.youtube.com/watch?v=dHPPPuFgjes Reporting definitions: https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_work_tab_fields.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm All time-based metrics are in seconds, except for the Case Lifecycle Report, which is in hours

Categories

Business Needs
Agent Productivity
Personas
Administrator
Business User
Executive
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Agentforce
Agentforce solutions are customizable, conversational, AI assistants. They boost Salesforce user productivity in a safe way by facilitating everyday business interactions across a wide range of workflows and tasks. Learn More
Editable Code
This product is installed as an unmanaged package in your Salesforce org and its code is available to view and modify.
Native App
Lightning Ready
Agentforce
Editable Code

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