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Omni-Channel Performance Dashboard
Understand agent productivity and workload
- Business Need
- Agent Productivity
- Requires
- Service Cloud
- Compatible With
- Service Cloud
Want to understand where you agents are focusing their time and provide great coaching moments? This is the dashboard for you! All time-based metrics are in seconds, except for the Case Lifecycle Report, which is in hours
Highlights
Reports include: 1) Agent Work by Service Channel 2) Activity by Day 3) Agent Work by Queue 4) Average Response Time by Agent 5) Average Active Time by Agent 6) Average Handle Time by Agent 7) Agent Work by Type
8) Average Handle Time by Agent 9) Declines by Reason 10) Average Capacity When Declined 11) Closed Agent Work Per Agent 12 Average Response & Handle Time by Channel 13) Average Duration by Presence Status & Agent 14) Declines by Agent
15) Average Idle Duration by Agent 16) Average at Capacity Duration by Agent 17) Total & Average Duration by Presence Status 18) Case Lifecycle
Provider Details
Salesforce Labs
San Francisco, CA, USA
Founded
1999
Salesforce Labs is a program that lets salesforce.com engineers, professional services staff & other employees share AppExchange apps they've created with the customer community. Inspired by employees' work with customers of all sizes and industries, these apps range from simple utilities to entire vertical solutions. Salesforce Labs apps are free to use, but are not official salesforce.com products, and should be considered community projects - these apps are not officially tested or documented. For help on any Salesforce Labs app please consult the Salesforce message boards - salesforce.com support is not available for these applications. Questions? Please visit https://success.salesforce.com/answers.
Pricing Details
Free
You can fully use this solution without payment.