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Track Contact Center KPIs with the CRM Analytics App
Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Service Cloud Voice contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information.
Required Editions
This article applies to:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony
- Service Cloud Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and manage CRM Analytics apps: | Manage Analytics Templated Apps AND Edit Analytics Dataflows |
| To set up the Contact Center Reporting Dashboard: | CRM Analytics Plus Admin permission set AND Service Analytics Admin permission set |
| To view the Contact Center Reporting Dashboard: | CRM Analytics Plus User permission set AND Service Analytics User permission set |
For help assigning permission sets, see Set Up Permissions for the Service Analytics.
- Navigate to Analytics Studio.
- Click Create, and then select App.
- Click Create App from Template.
- Select Service Cloud Voice Reporting Dashboard.
- Click Continue.
- Click Create a brand new app.
- Answer the questions to determine how the data appears in your dashboard.
- Click Looks good, next.
- Enter a name for your app. For example, <Your Company> Voice Analytics.
- Click Create. It can take a few minutes for the app to be created. Check your email; Salesforce sends a notification email when the app is ready.
After the CRM Analytics app is created, customize how it displays data. Open the app and customize the location, call resolution, and sharing settings.
- Select a location to use to filter reps by geography. For example, to show reps from California, select the State field on the User object.
- Show how many calls were resolved by selecting the Call Resolution field values that indicate that a call was resolved. You can select multiple field values. Companies use different values to mean that a call is resolved. For example, the values Closed and Resolved both can mean that the customer issue was solved. All unselected values are used to calculate the number of unresolved calls.
- Determine how users see information in your contact center. Select one of the following
sharing settings:
- Use the Salesforce role hierarchy to control data access. Users see data that they own and that subordinate users own. This sharing setting is the most restrictive.
- Let users see data that they own, that other users at their same level own, and that subordinate users own.
- Users see all data. This sharing setting is the least restrictive.
The following graphs are available.
| Graph | Description |
|---|---|
| Call Volume | Shows the number of inbound calls versus outbound calls. |
| Average Handle Time | Shows the average amount of time a rep spends on a call. |
| Average Speed To Answer | Shows the average amount of time a customer is waiting before a rep answers the call. |
| First Call Resolution (FCR) | Shows the resolution for the first call that a customer makes to the contact center. |
| Abandonment Rate | Shows the percentage of calls where the customer hangs up before the rep answers the call. |
| Calls to Cases | Shows the number of calls that result in opening a case. Your contact center’s metrics depend on your company’s policies about how calls are managed. For example, some companies open a case for every call. Other companies open a case only when the issue isn’t resolved during the call and is escalated. |
