---
schema_version: "1"
id: 69cb8e5ea7bcb1ea8010d2c12d53c0a408fcb0853c5e526fa4baca0e1866db34
title: Service Intelligence Omni-Channel Dashboard
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_omni.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_omni.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a7bfc48ccd8d715b4aa579e4c865b2706a1bcff08060807c68f5c92a83f23933
description: Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.
products:
  - Service Cloud
release: "264"
---
# Service Intelligence Omni-Channel Dashboard

Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.

### 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>

In the Channel Performance tab, you can see the high-level details by clicking **Omni-Channel** (1). Select from the filters to refine your view (2), and review the high-level statistics (3). In the charts, you can see work volume by object type, status, and queue (4). You can see the overall work volume, average speed to answer, and service level over time (5). Lastly, drill into details for each case you’re interested in (6).

![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_omni_routing.png)

 
| ROUTING KPI | CALCULATION |
| --- | --- |
| Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. |
| Accepted work | Offered work items that a support rep accepted. Percent of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. |
| Declined work | The percent of work that was assigned to support reps, but not accepted. |
| Avg speed to answer (Sec) | The percent of inquiries that are answered within a specified timeframe, for example twenty or thirty seconds. |
| Avg handle time (Min) | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). |
| Service level | Service level is calculated as the percentage of inquiries that are answered within a specified timeframe, such as twenty or thirty seconds. |
| Total cost | The total cost is based on an input value provided during setup for an estimate of the hourly cost for your support reps. This hourly rate is multiplied by the handle time to make up the total cost. |
| Work volume by object type | Total volume of work objects, such as cases or leads sorted by type. |
| Work volume by status | Total volume of work objects, such as cases or leads sorted by status. |
| Work volume by queue | Total volume of work objects, such as cases or leads sorted by queues. You can see the volume for your specified queues. |