To track the performance of your contact center and reps, install the prebuilt Service
Cloud reports and dashboards. These reports appear in the Reports tab within the Command Center
for Service. You can copy, modify, and delete them, if needed.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
To use Rep Metrics, turn on Skills-Based and
Direct-to-Agent Routing in Omni-Channel settings.
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Before you install this feature, turn on Enhanced Omni-Channel.
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From Setup, enter Service Cloud Reports in the Quick Find box, then select Service Cloud
Reports.
On the Service Cloud Reports page, you will see multiple sets of dashboards and reports.
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Select the sets that you want to install and click Install.
You have to reinstall them to get the latest version. If you reinstall them, the
installation overwrites the previous versions of reports with the same dev names. To keep a
report’s modifications, save the report as a new report before you run the installation
again.
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In Voice metrics, install the metrics you want by clicking Get Metrics. Rep Metrics and IVR
Metrics are usually available by default, but if they aren't, you can add them by clicking Get
Metrics.
You can also access the Service Cloud Reports setup page from the Omni-Channel Home
page.
