---
schema_version: "1"
id: 911130dffb843c3bcfa9d32f5fb6274a84bff1537ba04773109b787802ccb153
title: Service Reporting
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_reporting.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_reporting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d2b8e471c0c8328b1721844bb4747e0027f37df3ceffb362c7c9377c1d99584c
description: Service reporting delivers prebuilt reports and dashboards that you can install directly into your Salesforce org and, if needed, customize. These reports and dashboards provide important information that supervisors need for their day-to-day operations. You can also create you own custom reports using the out-of-the-box custom report types.
products:
  - Service Cloud
release: "264"
---
# Service Reporting

Service reporting delivers prebuilt reports and dashboards that you can install directly into your Salesforce org and, if needed, customize. These reports and dashboards provide important information that supervisors need for their day-to-day operations. You can also create you own custom reports using the out-of-the-box custom report types.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

The prebuilt reports and dashboards provide you with these benefits.

Performance Tracking

Monitor the performance of your contact center to identify top performers and areas for improvement.

Efficiency Insights

Gain insights into queue efficiency, including speed to answer and average handle time, to optimize workflows and reduce wait times.

Data-Driven Decisions

Make informed decisions based on real-time data to enhance your service strategies and operational processes.

Reduced Effort

Save time and resources by using prebuilt reports and dashboards, eliminating the need to build them from scratch.

Reduced Support Requests

Minimize the need for support to help you understand the data model to build custom reports.

- **[Install the Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.omnichannel_install_reports.htm&release=264.0.0&type=5)**  
    To track the performance of your contact center and reps, install prebuilt reports and dashboards for Agentforce Service (formerly Service Cloud). You can copy, modify, and delete them, if needed.
- **[Create Custom Report Types for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_custom_report_types.htm&release=264.0.0&type=5)**  
    Use out-of-the-box report types to join agent work with the objects most commonly used with Omni-Channel. Make custom reports on such data as workload by case type, active time by channel type, and so on.

#### See Also

- [View Prebuilt Service Reports and Dashboards](https://help.salesforce.com/articleView?id=service.report_service_cloud_view.htm&language=en_US)