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Omni-Channel Dashboard
Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, routing effectiveness, and more.
Required Editions
Select from the filters to refine your view, and review the high-level statistics. In the charts, you can see work volume by channel, status, and effectiveness. You can see the overall work volume, average wait time, and explore queues and data. Lastly, use the Detail Table to drill into cases you’re interested in.
| View supported editions. |
| 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 wait time (Sec) | The average time a customer waits for a response from an agent. |
| 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. |
| Cost to serve | The total cost to serve 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 channel | Total volume of work objects, such as cases or leads sorted by channels. You can see the volume for your specified channel. |
| Work volume by status | Total volume of work objects, such as cases or leads sorted by status. |
| Routing effectivenss | Work volume sorted by assignment to denote effectiveness. You can see which channels have reassigned work compared to other channels. |
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