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Omni-Channel Performance Dashboard

By Salesforce Labs

Understand agent productivity and workload

Free  

Never requires payment

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Business Need
Agent Productivity
Requires
Service Cloud
Compatible With
Service Cloud

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

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Service Cloud
Compatible With
This solution is tested to work with and extends the value of these products, but doesn't require them.
Service Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Developer
Essentials
Additional Requirements
Requires Omni-Channel

App Details

Version
Omni Dashboard/Omni Dashboard 1.2.0
Listed On
01/28/2020
Latest Release
03/04/2022
Supported 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
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 0
Custom Tabs: 0
Custom Apps: 0
Lightning Components
Global: 0
App Builder: 0
Community Builder: 0
Languages
English

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
1.2.0
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
01/28/2020

Additional Details

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

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Salesforce Labs

San Francisco, CA, USA

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