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Digital Engagement Dashboard (Messaging Session & Messaging for in App & Web)

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 Messaging & 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 and Messaging Sessions to help you get started immediately! Please enable Omni-Channel under 'Omni-Channel Settings' and Messaging under 'Messaging Settings' in Setup before attempting to install this dashboard or it will fail. This solution does not include Chat Transcript, our legacy solution. For that dashboard, try "Digital Engagement (Legacy Chat Transcript + Messaging Session) Dashboard"

Categories

Features
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.
Lightning Ready
Editable Code

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