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

By Salesforce Labs

Report on KPI's for Digital Engagement

Free  

Never requires payment

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Requires
Service Cloud
Compatible With
Service 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 Messaging & 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.
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
Turn on Messaging and Omni-channel https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&type=5 https://trailhead.salesforce.com/content/learn/modules/omni-channel-lex/start-routing-omnichannel

App Details

Version
Digital Engagement Dashboard/Digital Engagement Dashboard 1.5.0
Listed On
03/20/2025
Latest Release
03/24/2025
Supported 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
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.
1.4.0
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.
08/28/2024

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 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"

Need help?

Salesforce Labs

San Francisco, CA, USA

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