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Digital Engagement (Legacy Chat Transcript + Messaging Session) Dashboard

Report on KPI's for Digital Engagement

Overview

Understand the usage & performance of your digital channels with 2 dashboards, including reports about your channels. Includes a Messaging Error report to track outbound delivery issues Turn on Chat Transcript, Messaging Session, & Omni-Channel to use

1 of 3

  • Track performance over time of key KPIs such as wait time, speed to answer and the average messages per session

  • Track the usage of each consumption based product (SMS Conversations, Triggered Outbound Messages & Bot Conversations)

  • Track any errors with delivering SMS or WhatsApp messages to customers.

Understand how your team is focusing their time with omni-channel, and get a clear view on how your customers are interacting with your business! You can also track your usage of the consumption based channels, to ensure you are tracking to expected usage. For a full breakdown on each of the reports, please see the guide attached on this listing under 'More Details'. These dashboards access data from standard fields on the AgentWork, Chat Transcripts, and Messaging Sessions, to help you get started immediately! Please enable Omni-Channel under 'Omni-Channel Settings', Chat under 'Chat Settings' and Messaging under 'Messaging Settings' in Service Setup before attempting to install this dashboard or it will fail. Note: This is using the old Chat Transcript Object for Chat Reporting. You may be using our new Enhanced Messaging, which uses the Messaging Session Object instead. Both Objects are technically used in this Dashboard, and it is a requirement that you have the old Chat Transcript enabled. Anyone who has access to the Messaging Session Object will also have access to the old Chat Transcript, and may still find this Dashboard useful after turning both on

Categories

Business Needs
Dashboards & Reports
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
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
Editable Code

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