Gain critical insights into customer interactions and service reps performance across
all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average
speed to answer, average wait time, and service levels to streamline employee interactions and
enhance service delivery.
Required Editions
Available in: Lightning Experience
Available in: Unlimited, and Developer Editions with Agentforce IT
Service and Data 360
Omni-Channel Overall Analysis Dashboard for IT Services Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. Review and analyze key metrics to understand the overall effectiveness of your Omni-Channel routing and streamline employee interactions.
Omni-Channel Human Agent Performance Dashboard for IT Services Evaluate the effectiveness of your service representative team and optimize omni-channel interactions by analyzing the key metrics. Use these insights to identify top performers, pinpoint areas that need additional training or support, and ultimately enhance overall efficiency and customer satisfaction.
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