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Digital Engagement (Legacy Chat Transcript + Messaging Session) Dashboard

By Salesforce Labs

Report on KPI's for Digital Engagement

Free  

Never requires payment

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Business Need
Dashboards & Reports
Requires
Sales Cloud

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

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Developer
Additional Requirements
You must purchase Digital Engagement licenses from Salesforce before attempting to install this package. Once purchased, please enable Omni Channel, Chat and Messaging before installing this Dashboard.

App Details

Version
DE Dashboard/October 2021 2.1.0
Listed On
03/31/2020
Latest Release
01/09/2023
Supported 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
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.
2.1.0
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.
03/30/2020

Additional Details

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

Need help?

Salesforce Labs

San Francisco, CA, USA

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