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            Omni-Channel Human Agent Performance Dashboard for IT Services

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            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360

            Filter the data in the Human Agent Performance dashboard by queue, status, channel, and agent to get personalized and targeted analysis.

            Learn the definitions of key metrics in the Human Agent Performance dashboard.

            METRIC DESCRIPTION
            Max Omni Utilization Shows the highest percentage of time service reps spent on interactions.
            Total Work Items Shows the overall number of customer interactions.
            Total Cases Shows the total number of customer issues or requests.
            Omni Utilization Shows the percentage of time service reps spent on interactions.
            Open Cases Shows the number of unresolved customer issues.
            Accepted Work Items Identifies the interactions that service reps handled.
            Escalated Cases Shows the number of cases moved to a higher level of support.
            Declined Work Items Indicates interactions service reps didn't accept.
            Reassigned Work Items Shows the number of interactions moved to a different service rep.
            Average Speed for Reps to Answer Shows the average time it took for service reps to respond.
             
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