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            Omni-Channel Analytics Dashboards for IT Services

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            Omni-Channel Analytics Dashboards 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.

            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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            Salesforce Help | Article