---
schema_version: "1"
id: 7210fdf8c883a56ed6c49b1be7194654d964bb9c712d91f4315cd0766197ab6b
title: Omni-Channel Analytics Dashboards for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_analytics_omni_channel_analytics_dashboards.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_analytics_dashboards.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7a4e924b77c62f4b180071a5816ef4d9c2d7485abdb42037864c8952e6e58085
description: Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Omni-Channel Analytics Dashboards for IT Services

Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table>

- **[Omni-Channel Overall Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_overall_analysis_dashboard.htm&release=264.0.0&type=5)**  
    Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. Review and analyze key metrics to understand the overall effectiveness of your Omni-Channel routing and streamline employee interactions.
- **[Omni-Channel Human Agent Performance Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_human_agent_performance_dashboard.htm&release=264.0.0&type=5)**  
    Evaluate the effectiveness of your service representative team and optimize omni-channel interactions by analyzing the key metrics. Use these insights to identify top performers, pinpoint areas that need additional training or support, and ultimately enhance overall efficiency and customer satisfaction.