Accept Date(AcceptDateTime) on Agent Work is populated when the agent accepts the Work Item(Case, Chat, Messaging Session, etc.) via Omni-Channel Widget. So, we can use this field to to find ....
Salesforce Custom Report Type on Reports with Dashboard Components can be used to find Reports usage in Dashboards. 1. Create a Custom Report Type on Reports with Dashboard Components. 2. ....
When the incoming calls are not attended by the Agents, there will be an entry in Agent Work entity with the status "Unavailable". 1. Create a Custom Report Type on ....
1. Create Agent Work Custom Report Type. 2. Create a Report using the Report Type created in Step 1.
Sample Presence Decline Reasons:To report on Agents Decline Reasons, use the following steps.1. Create a Custom Report Type on Agent Work object.2. Create a Report using the customer report type ....
To find current agents who are Available and and On Break in Salesforce Omni-Channel, use the following steps: 1. Create a Report as shared in the following link:https://www.infallibletechie.com/2022/03/salesforce-omni-channel-agent-presence.html2. Set End Date ....
Report on User Presence entity can be used to track the History of Omni-Channel Status by users/agents in Salesforce. Report on User Presence entity can be used to track Salesforce ....
1. Create a Report Type with Account, Opportunity and Product.2. Add the Product Name via lookup fields selection in the Report Type.3. Create a Report using the report type created.
Use LightningToggleMetrics entity. 1. Create a custom Report Type. 2. Create a report using the report type from step 1.
1. Create a Custom Report Type with Reports as the primary object. 2. Use Report Type field on the report to find the usage.
