Digital Engagement Dashboard (Messaging Session & Messaging for in App & Web)

Understand how your team is focusing their time with omni-channel, and get a clear view on how your customers are interacting with your business! You can also track your usage of the consumption based channels, to ensure you are tracking to expected usage.

For a full breakdown on each of the reports, please see the guide attached on this listing under 'More Details'.

These dashboards access data from standard fields on the AgentWork and Messaging Sessions to help you get started immediately!

Please enable Omni-Channel under 'Omni-Channel Settings' and Messaging under 'Messaging Settings' in Setup before attempting to install this dashboard or it will fail.

This solution does not include Chat Transcript, our legacy solution. For that dashboard, try "Digital Engagement (Legacy Chat Transcript + Messaging Session) Dashboard"