Prebuilt reports and dashboards provide supervisors with historical insights in the Command Center for Service and Service Console into voice activity, queues, and service rep performance. Prebuilt reports and dashboards provide historical insights into voice activity, queues, and service rep performance. Use the available dashboards and reports to review historical metrics and reporting data.
Required Editions
| View supported editions. |
Voice Call Reports
- Voice Call Details: Provides voice call details, including participants, duration, call type, and channel.
- Inbound Voice Calls by Date: Provides inbound voice call details by date to track daily call volume and trends.
- Outbound Voice Calls by Date: Provides outbound voice call details by date to track daily call volume and trends.
- Abandoned Voice Calls: Provides details on voice calls abandoned before being answered by an agent, including the wait time before abandonment.
- Call Volume by Queue: Provides details on call volume across queues, including call outcomes and queue wait times.
- Call Volume by Skill: Provides details on call volume across different skills, along with information like skill level, priority, and other skill-related attributes for each call.
- Queue Performance: Provides details on queue-level metrics such as wait time, along with service rep performance metrics like average handle time and after-call work.
- Service Rep Performance: Provides service rep performance metrics, including average speed to answer, average handle time, and after-call work time.
- Voice Call Quality Score: Categorizes voice calls by Mean Opinion Score (MOS), ranging from 0 to 5.
- Voice Call Duration: Provides details on voice call duration, including wait time, hold time, talk time, and after-conversation work time.
- Voice Callback Requests: Provides insights into the volume of callback requests.
- Voice Callback Attempts: Provides insights into callback attempts by service reps and their corresponding success rate.
- Cold Transferred Voice Calls: Provides insights into voice calls that were cold-transferred, including wait times during the transfer.
- Warm Transferred Voice Calls: Provides insights into voice calls that were warm transferred, including wait times during the transfer.
- Voice Calls Transferred by Rep: Provides insights into voice calls transferred by each rep, including cold and warm transfers.
- Conference Voice Calls: Provides insights into conference calls, including start and end times, conference duration, and participating reps.
IVR Reports
- IVR Voice Calls: Provides metrics on IVR interactions, including containment rate and hand-off rate to service reps or AI agents.
Agentforce Service Agent Voice Reports
- Agentforce Service Agent Voice Calls: Provides voice call metrics on Agentforce Service Agent voice calls.
- Agentforce Voice Calls By Agent: Provides voice call metrics by each Agentforce Service Agent.
Rep Work with Cases Reports
- Case Productivity: Provides details about cases, grouped by case number and case reason. Details include key metrics such as handle time, speed to answer, and active time.
- Closed Cases by Rep: Provides details about closed cases, grouped by rep and status. Details include the case name, number, origin, type, and subject.
- Open Cases by Rep and Status: Provides details about open cases, grouped by rep and status. Details include the case number, subject, description, type, and Created Date.
- Rep Work by Case Priority and Origin: Provides case details, grouped by priority and origin. Details include the case number, subject, speed to answer, handle time, active time, and whether the case was escalated.
- Rep Work by Case Type: Provides details about cases, grouped by case type. Details include case number, description, rep name, and key metrics such as handle time, speed to answer, and active time.
Rep Work Reports
- Closed Work by Rep: Provides details about closed work items, grouped by rep. Details include the requested date, acceptance date, and closed date.
- Rep Work and Productivity: Provides details about routed work items, grouped by rep. Details include key metrics such as active time, handle time, speed to answer, and required capacity.
- Declined Work by Rep and Reason: Provides details about declined work items, grouped by rep and decline reason. Details include the decline date and rep's capacity when the work was declined.
- Rep Presence Status: Provides rep details, grouped by rep. Details include key metrics such as average capacity, idle duration, and status duration.
- Rep Work by Created Date: Provides details about work items assigned to reps, grouped by Created Date. Details include the rep's name, requested date, capacity requirement, handle time, and, if applicable, closed date and decline reason.
- Rep Work by Queue and Channel: Provides details about work items assigned to reps, grouped by queue and service channel. Details include the work status, service channel, and key metrics, such as speed to answer, active time, and handle time.
Dashboards
- Voice and Rep metrics: Provides key insights into voice calls, including service rep performance, call, volume, wait and hold times, abandoned call trends, call quality, and efficiency metrics.
- IVR metrics: Provides key insights into IVR call volumes, caller engagement, and resolution efficiency.
- Agentforce Service Agent Voice Metrics: Provides key insights into Agentforce Service Agent call volumes and average handle times.
- Rep Metrics: Provides a comprehensive overview of rep work by channel, rep work by queue, and rep performance metrics, such as average handle time, active response time and idle time.
- Case Management and Rep Metrics: Provides key insights into rep performance, including average handle time, speed to answer, and active time, as well as case metrics such as the number of open escalated, and closed cases, case origin, and case reason.