Omni-Channel Performance Dashboard

Want to understand where you agents are focusing their time and provide great coaching moments? This is the dashboard for you!

This dashboard accesses data from the AgentWork object which is where some of the Omni transaction data is stored, as well as ServiceResource and ServiceResourceSkill where the Skill information for Call Center Agents are located.

This will save you time in having to build all of these reports from scratch.

Please set up omni-channel with Service Setup before attempting to install this.

https://help.salesforce.com/articleView?id=console_lex_service_setup_omnichannel.htm&type=5

https://www.youtube.com/watch?v=dHPPPuFgjes

Reporting definitions:

https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_work_tab_fields.htm&type=5

https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm

All time-based metrics are in seconds, except for the Case Lifecycle Report, which is in hours