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.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT
Service and Data 360 |
For instance, investigate the workload and staffing levels for a specific queue if you notice
a high number of declined work items in that channel, to ensure proper resource
allocation.
Filter the data in the Omni-Channel Overall Analysis dashboard by channel, agent, and status
to get personalized and targeted analysis.
- The Overview section highlights crucial metrics for evaluating the effectiveness of
Omni-Channel routing and IT service.
- The Work Volume Breakdown & Routing Effectiveness section highlights critical insights
into work item distribution and routing efficiency, providing a comprehensive overview of
work volume by queue, work volume by status, and routing effectiveness.
- The Data Explorer section highlights crucial insights into work volume trends and
distribution, providing a comprehensive overview of work volume trends and work volume by
channel.
Learn the definitions of key metrics in the Omni-Channel Overall Analysis dashboard.
| METRIC |
DESCRIPTION |
| Total Work Items |
Shows the overall number of interactions across channels. |
| Accepted Work Items |
Identifies the interactions that service reps have handled. |
| Declined Work Items |
Shows the interactions service reps didn't accept. |
| Average Wait Time |
Shows how long employees waited while it was being handled. |
| Average Handle Time |
Shows the time service reps spent on interactions. |
| Work Volume by Queue |
Categorizes interactions by channel. |
| Work Volume by Status |
Helps you categorize interactions by their current state such as open or closed
status. |
| Routing Effectiveness |
Shows how interactions reach the right service reps. |
| Work Volume by Trend |
Shows changes in interaction volume over time. |
