Omni-Channel Metrics Available in Live Card

Omni-Channel metric options for Live Card Lightning App Builder component.

Required Editions

View supported editions.

Available Metrics

Administrators can configure the following properties when setting up Live Cards in the Lightning App Builder.

Metric	Description
`Handle Time`	Time that service reps spent on work items that are now completed. Duration from when a work item is assigned to a service representative until it is completed.
`Active Work Time`	Time a service representative actively spends working on a work item. Time is only tracked when the item is open and in focus in the representative's console.
`After Conversation Work Time`	Time spent on after-conversation work (ACW) after a call or messaging session is complete.
`Speed to Answer`	Time from when the work item was requested until a service rep accepted it.
`Active Work Volume`	Current count of work items actively in progress. Assigned: Work items that have been routed to a service rep but not yet opened. Open: Work items that service reps have opened and are actively working on. Paused: Work items that are in paused status. ACW (After Conversation Work): Work items in wrap-up mode after the main interaction has ended but before the work item record is closed.
`Completed Work Volume`	Count of work items completed over time. Canceled: Work items that were canceled before a service rep could accept them; for example, the customer ends a chat before the service rep accepts the work item. Closed: Work items that were completed and closed by the service rep. Declined: Work items that service reps declined. Declined (Push Timeout): Work items that were automatically declined because the service rep didn't accept them within the push timeout window. If set, a push timeout reassigns work when it's not accepted in the specified time. Transferred: Work items that were transferred to another queue, skill, or service rep before completion. Unavailable: Work items for which the assigned service rep became unavailable; for example, the service rep logged out before the work item was accepted or declined.
`Raised Flag`	Total count of flags raised on work items for supervisor attention or escalation.
`Capacity`	Service representative capacity. Total: The primary capacity configured for the service reps across all work types. Used: The portion of the service reps' primary capacity currently occupied by active work items. Available: The remaining primary capacity the service rep has to take on new work items. Total Interruptible: The total capacity configured specifically for interruptible work items. Used Interruptible: The portion of interruptible capacity currently occupied by active interruptible work items. Available Interruptible: The remaining interruptible capacity the service rep has to take on new interruptible work items.
`Capacity Percentage`	Service representative capacity utilization as a percentage used, and available capacity as a percentage of total.
`Rep Capacity Status`	Shows the current count of service reps with each status. At Capacity: Service reps are online but are at full capacity so they aren't assigned more work. Online: Service reps are online, but not necessarily available with spare capacity to accept new work items. Busy: Service reps are logged into Omni-Channel but have Busy status, so aren't assigned any new work. Idle: Service reps are available but don't have any active work items.
`Wait Time`	Time work items have been in the backlog, from when they entered the queue until they're accepted by a service rep.
`Presence Status`	The number of service reps in each presence status.

Timeframe Options

Timeframe	Description
`Current`	Real-time snapshot of current values
`Last 15 Minutes`	Data from the last 15 minutes with 1-minute buckets
`Last Hour`	Data from the last hour with 5-minute buckets
`Last 8 Hours`	Data from the last 8 hours with 30-minute buckets
`Last 24 Hours`	Data from the last 24 hours with 1-hour buckets

Visualization Types

visualization Type	Description
`Value`	Single numeric value display
`Timeseries Chart`	Time-series line chart
`Multi-Timeseries Chart`	Time-series chart with multiple lines for dimensional comparison
`Bar Chart`	Horizontal or vertical bar chart for dimensional breakdown
`Stacked Bar Chart`	Stacked bar chart showing dimensional breakdown with sub-categories stacked within each bar
`Donut Chart`	Donut chart for dimensional breakdown

Comparison Types

Comparison Type	Description
`Period vs Period`	Compare the current time period against the previous equivalent period (for example, this hour vs last hour)
`Human vs AI`	Compare performance metrics between human service representatives and AI agents

Calculation Types

Calculation Type	Description
`Average`	Mean value across all data points
`Longest`	Maximum value (longest time)
`Count`	Total count of items