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            Configure Prebuilt Reports and Dashboards

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            Configure Prebuilt Reports and Dashboards

            To track the performance of your contact center and reps, install the prebuilt Service Cloud reports and dashboards. These reports appear in the Reports tab within the Command Center for Service. You can copy, modify, and delete them, if needed.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            1. Before you install this feature, turn on Enhanced Omni-Channel.
            2. In Voice metrics, install the metrics you want by clicking Get Metrics. Rep Metrics and IVR Metrics are usually available by default, but if they aren't, you can add them by clicking Get Metrics.

            You can reinstall a package to get the latest version. Reinstalling overwrites previous versions of reports with the same dev names. To preserve modifications, save a report as a new report before reinstalling.

            You can also access the Service Cloud Reports setup page from the Omni-Channel Home page.

             
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