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Topics#Reports & DashboardsJenna G's Question
Jenna G asked in #Reports & Dashboards
Apr 25, 2018, 5:02 PM

Omni-channel reporting - number of cases that pass through queue

I'm trying to create a report that shows how many cases are assigned to different queues on any given day. Right now, it looks like omni-channel reporting is only showing the number of cases that are accepted, or the number of cases currently assigned to a queue. I'm hoping to create a report that shows how many cases were in a queue within the past week (broken down by day), whether they were accepted or not. The point is to compare the number of cases our agents are handling vs. the number of cases that are available (and therefore estimate how many more agents we need). 

 

Any thoughts?
1 answer
  1. samyuktha Etikyala (Infosys)
    Apr 30, 2018, 9:37 AM
    Hi Jenna,

     

    Create a custom report type with object workload,

     

    Run Reports on Your Agents 'Completed' and 'Pending'

     

    Gain insight into your Omni-Channel agents activities with custom reports. You can run reports on your agent's Presence Statuses and their work Pending.

     

    Want to know how much time your agents spend in a certain state or make sure they’re meeting compliance standards? Run a report or create a dashboard on the User Presence object. The User Presence object tracks your agents’ statuses throughout their Omni-Channel sessions.

     

    Maybe you want to take a peek at how your agents are managing their work assignments. Create reports on the Agent object to see how many work items your agents accept and decline their average speed to answer, or average handle times.Here’s an overview of how all the pieces of Omni-Channel fit together.

     

    If it helps, Mark as best answers, where it can help others.

     

    Thanks and regards,

    Samyuktha.

     

     
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