1. Create a Custom Report Type on Topic Assignments object/Entity. 2. Create a Report from the Report Type created on Topic Assignments object/Entity. In the Report Filter, Filter by Record ....
When the Chat is transferred in Salesforce, Agent Work record is created. So, we can use the Agent Work Object/Entity to track Salesforce Chat Transfers. 1. Create Agent Work Custom ....
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 ....
Whenever records are routed to the agents via Salesforce Omni-Channel, they are routed using Agent Work Object/Entity records. 1. Create Agent Work Custom Report Type. 2. Create a Report using ....
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 ....
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.
