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Salesforce Service Cloud - Contact Center Reports

As a call center manager, it is very important to monitor team's case performances targets, train new support agents, analyze team's open case performance and etc. There are multiple matrices which a call center manager normally monitor to improve contact center's performance.

Call center manager can use Salesforce reports to monitor critical support metrics such as -
  • Total open cases by agents
  • Total cases created by agents and status
  • Total cases created by agents and products
  • Total average age by agent
  • Total closed cases by agent
Let's start with few important reports here -

Agent Open Case Load by Origin/Type:
This report will help call center manager to determine his/her team's bandwidth/workload. The report will be grouped based on Agent and Case Origin/Type(based on your business operation). From here call center manager can easily get real time view of his/her team's current work pressure. Here comes the report -

Average Age of Open Case:
Another very important report to understand your team's performance - how long your agents are taking to serving customers and thus meeting the service-level agreements (SLAs). To create this report, you can customize the out-of-the-box report "Total Open Cases By Agent" and then summarize the Age column (Summarize by Average). Below is how the report will look like -

Average Age of Closed Case by Agent:
Call center managers can use this report to monitor their agent's productivity in terms of how quickly agents are closing the cases. This report will give a very good comparative study of the agents in terms of their productivity. To create this report, you can customize the out-of-the-box report "Total Open Cases By Agent". Remove the Open equals True filter and add Closed equals True filter, then summarize the Age column (Summarize by Average). Below is how the report will look like -

Monitor Email Queues:
If you have email-2-case configured in your organization and your email cases are routed to individual queues as per the case assignment configuration, then you might need to monitor your email queues to understand how many cases violated, what is the percentage of cases(in standard and out of standard) per queue etc.

In order to do that, use the below details in the report -
  • Use Filter: Case Owner contains
  • Drag the field - Violation from Milestone in the report.
  • Create formula field - (attaching the individual screenshots below)
    • # in standard (# of cases without violation)
    • % in standard (% of cases without violation)
    • # out of standard (# of cases with violation)
 












Below is how the report will look like -

Knowledge Reports:
If you have implemented Knowledge in your organization, then you can install Knowledge base Dashboards and Reports from Appexchange. From there you can go to the report folder - Knowledge Reports Package and get all the important reports available to you. Few important reports are -
  • Case count by Article
  • Cases with Articles
  • Recently created Articles
  • Recently Searches by Keyword
  • Article views
  • Article scores
Omni-Channel Reports:
If you have implemented Omni-Channel in your organization, then below are the reports you might need in your organization. 
  • Omni-Channel - Active Users - This report will give the status of all users currently logged into Omni-Channel.
  • Omni-Channel - Agent Email Metrics - This report will give the summary of email average handle time by Agent.
  • Omni-Channel - Agent Time-Outs - This report will give the summary of email cases that Agents did not accept prior to time out.
  • Omni-Channel - Queue Email Metrics - This report will give the summary of email average handle time by Queue.
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Salesforce Live Agent Chat - Objects

In this post, I am going to explain about the standard objects which will be created by default the moment you enable Live Agent in your organization. Let's start -

Live Chat Visitors:
This object contains information about the visitors who has initiated the chat session. One important field here is the Session Key. A session key in a unique record which is stored on Live Chat Visitor's record and end user's machine as a cookie. But why? The reason is if the end user is initiating multiple chat sessions, then Salesforce will link all Live Chat Transcripts records (This is another object, which I will explain in a few minutes) to this unique Live Chat Visitor record. Here is a sample Live Chat Visitor record.


Live Chat Transcripts:
This is the record which tells you the conversation that happened between your Service Representatives and End Users. It stores the chat transcripts. Salesforce will automatically create the record for you as soon as the chat session is ended and your service representatives close the chat transcript. Here is sample Live Chat Transcript record.


Live Chat Transcript Events:
This object tracks all the events that occur between Service Representatives and Customer during the chat. Few important events are like Chat Request, Accept Request, Route Information, Transfer information. You can see the detail of events - 
https://help.salesforce.com/articleView?id=live_agent_transcript_events.htm&language=en&type=0
Here is sample Live Chat Transcript Event record.

Live Agent Sessions:
This object holds the information about the agent sessions, time spent online, time spent chat, idle time etc. Here is sample Live Agent Session record.

Quick Text:
Quick Text is a very handy option when chatting with customers. If your Sales Representatives are using few sentences quite a number of times, then instead of asking them to write the same again and again you can create Quick Text. It is basically the shortcut for commonly used phrases/questions.
Below is a sample Quick Text for greeting customers with Good Morning.

Now from the chat window, your Sales Representatives can just enter ;; and all available Quick Texts will be available to them. They can select the one. This was it will help them to respond back to the customer much quickly.




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Salesforce Live Agent Chat - Understand the Basics

Using Live Agent Chat, Sales Representatives can chat with their customers and solve their problems or answer their questions. In today's world providing first class services to customers is very important and chat support plays an important role here. Live Agent Chats are referred as Live Chat as well. With Live Chat, customers don't need to wait for the long queue or need to wait for replies for their email queries. They can get immediate attention which eventually improves customer satisfactions.

Trailhead comes up with a very good project "Build a Branded Chat" which explains how to enable Live Chat and it's basic configurations. I recommend everyone to please go through this one and understand the basic of the Live Agent Chat first before proceeding further.

Below is the visual representation of "Live Agent" Object Model. Though I am saying it "Object Model", but most of them are not objects. :-) 


Let's try to two basic terminologies associated with Live Agent.
1. Skill:
To understand Skills, we first need to understand how we want to support our customers - is it based on geography? Is it based on business units? Is it based on products? etc.. Then based on the answers you will hire employees and train them so that they can support your customers. These peoples are known as Sales Representatives who normally support your customers.

So let's say, the company "Global XYZ" is having business all over the world. They are supporting their customers based on geographies. So for them, they will create skills like - APAC, NA, EUROPE, EMEA.

Again let's say the company "Global Insurance MNOP" is selling Insurance Products. So for them, the skills will be - Health Insurance, Car Insurance, House Insurance.

Now you will assign your Sales Representatives(Salesforce Users) to the Skills. It's a many to many relationships i.e. one skill can have multiple Sales Representatives(Salesforce Users) and one Representative(Salesforce User) can have multiple skills. 

2. Deployment:
A deployment is basically the section where you will place all your configurations to control Live Agent behaviors in your website. Deployments will provide JavaScript codes which you will put in your Web pages.

You can have more than one Live Agent deployments. In case your organization has one Service console supporting multiple sites, you can create Live Agent deployments per site.



Trailhead comes up with an image which I really like and it explains the two pillars so clearly.

Trailhead Modules:


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