Great tool!

This was a wonderful find. From an admin standpoint: the reports and dashboard saved me a ton of time and are easy to manipulate for my company's use case. From my end user's standpoint: this streamlined metric reporting and increased visibility for leadership and the agents. They're very happy! As noted, Salesforce measures things in their own special way so you'll likely want to create some formulas to translate seconds into minutes, hours, etc. This is, of course, no fault of the app or creator. In fact, they've worked very well with that fact and are helpful in understanding and confirming the time translations (you'll find Mark in many posts around Trailhead).

Great Time Saver to get started with

Great set of metrics, but as others have highlighted it would be great to have some explanations on the measures. The difference between work items and cases is a different approach. Having said that, this saved so much time and gave us pointers on some reports we may not have considered ourselves, being new to omnichannel. Even with the effort to understand and add descriptions, still a great time saver.

Great starting point for understanding your way of working

Great set of predefined reports and dashboard. Can be easily adopted to your needs and gives a lot of insights on how to look at the agents performance and productivity. Saved me a lot of time preparing my own dashboards!

Helpful Tool

It saved me a lot of time. The only thing that would be more helpful would be a guide to what the reports mean. I get what most are doing, but there are some that look similar. It would be nice to have an explanation of what each one shows individually that we could then pass onto the stakeholders, rather than having to explain it ourselves and not get everything right.

Best Practice metrics for tracking your routing

Love that this comes with tons of best practice metrics that you want to track. Its ready to go out of the box, and simple to edit the little things, like making the seconds minutes or hours. There's a lot on here, so I would recommend reviewing what's there and removing things you don't need, rearranging based on priority, and even changing to a dark theme for the more important components that you want to draw attention to.

I got it working, thanks

Hi Kristi, new to service cloud. How do I change seconds to minutes? This is for the Status Duration. Thanks

Looks great

This saves some time though i am using Omni with a custom object. I was wondering if there is a way to see which agents are currently offline? or logged in?

Hi Ben! If you create Service Resource records for each user, you will be able to see Offline users in Omni Supervisor, and you can filter by that status. It won't differentiate between user who are/aren't logged into Salesforce, though. That would be a nice Omni Channel feature.

Hi Ben, I agree that it would be helpful if Omni Supervisor indicated that Users were logged into Salesforce but were not Online in Omni-channel to receive work. Please post to the Idea Exchange, where your peers will hopefully upvote your idea, and it will catch the attention of Salesforce developers who have the power to make a change. I cannot develop new functionality, and this listing is just pre-packaged Dashboards meant to save admins time with what's already generally available. There is a report of "Average Duration by Presence Status & Agent" that can tell you how long your agents are logged into specific Omni-channel Presence Statuses, but that's the closest this listing can come to what you want. Best of luck in making positives changes for your peers. https://help.salesforce.com/search#q=omnisupervisor&t=TopResultTab&sort=relevancy&f:@sflanguage=%5Ben_US%5D I don't see how using a Custom Object changes this Dashboard's helpfulness, except the Case Lifecycle Report at the bottom.

Hi Mark, This looks like a great Dashboard for orgs that are using Omni for service reasons. We are using it for other objects and most of the reports on the Dashboard are not relevant to us. We are using the Supervisor as well, and there is no indication of offline or not logged-in users! And there is no indication for users that are logged into salesforce but their status is offline. So we hoped that the Dashboard would cover that but it's not.

You should use Omni Supervisor for realtime agent availability. It's a free feature which you can learn more about with Trailhead. I'm disappointed that you gave this 4 stars, without knowing about Omni Supervisor, because bad reviews tank a listing's findability, which means fewer customers will enjoy this free listing https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex/omni-supervisor

Really amazing!

Thank you so much for taking the effort to build this

Thanks for the review! I'm glad you enjoy

Measurements in Seconds

While there are several useful metrics, many of them are in seconds with no ability to change to a more helpful metric like hours or business days. And yet others are which leads to inconsistency when trying to compare. I deleted several of the less helpful and tried to add clarification wherever possible so our managers actually knew what they were looking at.

Hi Kim, thanks for the review! I'm the creator of this dashboard, and I'd love to improve it. Please understand that before I created this dashboard, there were no out of the box reports for Omni-channel. I don't believe I have the ability to change the way Omni-channel measures time in seconds unless I start using formula fields. Is there any chance you could please share your modified version of the dashboard in an unmanaged package?

So helpful and more than a starter

It is really a very good starter kit. I recommend everyone to use it to save time and effort.

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