Digital Engagement (Legacy Chat Transcript + Messaging Session) Dashboard

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, Chat Transcripts, and Messaging Sessions, to help you get started immediately!

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

Note: This is using the old Chat Transcript Object for Chat Reporting. You may be using our new Enhanced Messaging, which uses the Messaging Session Object instead. Both Objects are technically used in this Dashboard, and it is a requirement that you have the old Chat Transcript enabled. Anyone who has access to the Messaging Session Object will also have access to the old Chat Transcript, and may still find this Dashboard useful after turning both on