Gain end-to-end visibility into contact center performance with customizable, out-of-the-box historical reports in Command Center for Service. Supervisors can track trends, evaluate service rep and agent performance, and make data-driven decisions directly within the Command Center for Service along with viewing the current real-time insights.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.
Who: To get reports, you need the admin role and permission in your org.
How: To access out-of-the-box metrics reports on Omni-Channel, Voice, and Case metrics reports, you must have the Agentforce Contact Center add-on license. After enabling Enhanced Omni-Channel, admins can get more metrics from the Service Cloud Reports page in Setup. Supervisors can view the reports and dashboards that are shared with them from the Reports tab in the Command Center for Service or from the Service Cloud Reports and Dashboards folders.