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            Service Intelligence Omni-Channel Dashboard

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            Service Intelligence Omni-Channel Dashboard

            Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.

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            In the Channel Performance tab, you can see the high-level details by clicking Omni-Channel (1). Select from the filters to refine your view (2), and review the high-level statistics (3). In the charts, you can see work volume by object type, status, and queue (4). You can see the overall work volume, average speed to answer, and service level over time (5). Lastly, drill into details for each case you’re interested in (6).

            Shows the various parts of the dashboard, including filters, tabs, charts and tables.
            ROUTING KPI CALCULATION
            Total work items Total number of work items across all objects and channels, for support reps, excluding bots.
            Accepted work Offered work items that a support rep accepted. Percent of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots.
            Declined work The percent of work that was assigned to support reps, but not accepted.
            Avg speed to answer (Sec) The percent of inquiries that are answered within a specified timeframe, for example twenty or thirty seconds.
            Avg handle time (Min) The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first).
            Service level Service level is calculated as the percentage of inquiries that are answered within a specified timeframe, such as twenty or thirty seconds.
            Total cost The total cost is based on an input value provided during setup for an estimate of the hourly cost for your support reps. This hourly rate is multiplied by the handle time to make up the total cost.
            Work volume by object type Total volume of work objects, such as cases or leads sorted by type.
            Work volume by status Total volume of work objects, such as cases or leads sorted by status.
            Work volume by queue Total volume of work objects, such as cases or leads sorted by queues. You can see the volume for your specified queues.
             
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