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            Create Custom Report Types for Omni-Channel

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            Create Custom Report Types for Omni-Channel

            Use out-of-the-box report types to join agent work with the objects most commonly used with Omni-Channel. Make custom reports on such data as workload by case type, active time by channel type, and so on.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel and manage apps. Customize Application

            Reports can connect the AgentWork object to these objects:

            • Case
            • MessagingSession
            • Voice
            • Lead
            • WorkOrder

            You can place these reports on Command Center for Service tabs

            Creating a new custom report type with Agent Work

            See Also

             
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            Salesforce Help | Article