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View Prebuilt Reports and Dashboards
Supervisors can access historical insights via the Reports tab in the Command Center for Service.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can set up a separate supervisor configuration for each group of supervisors. To change what supervisors see in the Command Center for Service, follow the instructions here.
- With both dashboards and reports installed successfully, open Command Center for Service.
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The Reports tab provides a consolidated view of the installed dashboards and reports under
these multiple subtabs:
- Omni-Channel
- Cases
- Voice: Switch among dashboards for Voice and Service Rep, IVR, and Agentforce Voice.
Alternatively, you can also access the installed reports via Service Cloud Reports and Dashboards.
- Open the Service Console in Lightning Experience.
- In the navigation menu, select Reports or Dashboards.
- You can find the prebuilt reports and dashboards in the Service Cloud Reports and Service Cloud Dashboards folders.
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Select the report or dashboard you want to view.
The selected report or dashboard opens, providing you with the relevant data and insights.
- Prebuilt Reports and Dashboards
Prebuilt reports and dashboards provide supervisors with historical insights in the Command Center for Service and Service Console into voice activity, queues, and service rep performance. Prebuilt reports and dashboards provide historical insights into voice activity, queues, and service rep performance. Use the available dashboards and reports to review historical metrics and reporting data.
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