---
schema_version: "1"
id: ff6cba155ebf0078cb2c55fd156c342fed2f2d719e25be9aa46f3530955fe829
title: Track Contact Center KPIs with the CRM Analytics App
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_analytics.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_analytics.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dec828a5a31c164c176c1c30d994d968ad59b17b669504f86e41ea0c857d2ccb
description: Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Track Contact Center KPIs with the CRM Analytics App

Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<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.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76391e78">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">To create and manage CRM Analytics apps:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">Manage Analytics Templated Apps AND Edit Analytics Dataflows</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">To set up the Contact Center Reporting Dashboard:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">CRM Analytics Plus Admin permission set AND Service Analytics Admin permission
              set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">To view the Contact Center Reporting Dashboard:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">CRM Analytics Plus User permission set AND Service Analytics User permission
              set</td>

          </tr>
        </tbody>
      </table>

For help assigning permission sets, see [Set Up Permissions for the Service Analytics](https://help.salesforce.com/articleView?id=bi_help_setup_service_wave_permissions.htm&language=en_US).

1. Navigate to Analytics Studio.
2. Click **Create**, and then select **App**.
3. Click **Create App from Template**.
4. Select **Salesforce Voice Reporting Dashboard**.
5. Click **Continue**.
6. Click **Create a brand new app**.
7. Answer the questions to determine how the data appears in your dashboard.
8. Click **Looks good, next**.
9. Enter a name for your app. For example, <Your Company> Voice Analytics.
10. Click **Create**. It can take a few minutes for the app to be created. Check your email; Salesforce sends a notification email when the app is ready.

After the CRM Analytics app is created, customize how it displays data. Open the app and customize the location, call resolution, and sharing settings.

- Select a location to use to filter reps by geography. For example, to show reps from California, select the **State** field on the User object.
- Show how many calls were resolved by selecting the Call Resolution field values that indicate that a call was resolved. You can select multiple field values. Companies use different values to mean that a call is resolved. For example, the values _Closed_ and _Resolved_ both can mean that the customer issue was solved. All unselected values are used to calculate the number of unresolved calls.
- Determine how users see information in your contact center. Select one of the following sharing settings:
    - Use the Salesforce role hierarchy to control data access. Users see data that they own and that subordinate users own. This sharing setting is the most restrictive.
    - Let users see data that they own, that other users at their same level own, and that subordinate users own.
    - Users see all data. This sharing setting is the least restrictive.

The following graphs are available.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:40.48582995951418%">
          <col style="width:59.51417004048584%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d76391e247">Graph</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d76391e249">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Call Volume</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the number of inbound calls versus outbound calls. </td>
          </tr>
          <tr class="">
            <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Average Handle Time</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the average amount of time a rep spends on a call.</td>
          </tr>
          <tr class="">
            <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Average Speed To Answer</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the average amount of time a customer is waiting before a rep answers the call.</td>
          </tr>
          <tr class="">
            <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">First Call Resolution (FCR)</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the resolution for the first call that a customer makes to the contact
              center.</td>
          </tr>
          <tr class="">
            <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Abandonment Rate</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the percentage of calls where the customer hangs up before the rep answers the
              call.</td>
          </tr>
          <tr class="">
            <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Calls to Cases</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">
              <p>Shows the number of calls that result in opening a case. </p>
              <p>Your contact center’s metrics depend on your company’s policies about how calls are
                managed. </p>
              <p style="margin-bottom:0;">For example, some companies open a case for every call. Other companies open a case only
                when the issue isn’t resolved during the call and is escalated.</p>
            </td>
          </tr>
        </tbody>
      </table>

#### See Also

- [Set Up Permissions for the Service Analytics](https://help.salesforce.com/s/articleView?id=analytics.bi_help_setup_service_wave_permissions.htm&type=5&language=en_US)
- [Create and Share an App from a CRM Analytics Template](https://help.salesforce.com/s/articleView?id=analytics.bi_templates_create_app.htm&type=5&language=en_US)