Omni-channel Performance Dashboard for Salesforce AppExchange
Omni-channel Performance Dashboard is the #27 ranked agent productivity app on Salesforce, with a 4.7 average rating from 9 reviews, with a free plan available, as of Sep 11, 2026.
Omni-channel Performance Dashboard is a Salesforce AppExchange app by Salesforce Labs. With a rating of 4.7★ from 9 reviews, it currently ranks #27 in the Agent Productivity category.
AppRanks data: Omni-channel Performance Dashboard ranks #27 in Agent Productivity on Salesforce AppExchange, placing it in the top 9% of that category.
AppRanks verdict
Generated from live marketplace data — refreshed daily
Omni-channel Performance Dashboard is a highly rated Salesforce app with a limited review volume. It is listed in the Agent Productivity category on Salesforce AppExchange, which AppRanks treats as the canonical taxonomy node for ranking and competitor comparison. 9 reviews put it in the early-traction tier — useful for early-stage stores willing to be on the leading edge. Early-traction review counts are sensitive to single launch periods or feature events, so a 30-day re-check before bigger commitments often resolves whether the trend is sustained. The free tier lets you trial the entry feature set without committing a payment method. AppRanks tracks rating, review count, pricing tier, and category position daily — the figures on this page reflect the most recent scrape from the canonical Salesforce AppExchange listing.
Pros
- +High average rating (4.7★) signals consistent merchant satisfaction
- +Free tier available — no card required to evaluate
- +Published by Salesforce Labs — established developer track record
Cons
- −Limited review base (9) — ratings can shift significantly with new feedback
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About Omni-channel Performance Dashboard
How Omni-channel Performance Dashboard works
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
Key features
- Reports include: 1) Agent Work by Service Channel 2) Activity by Day 3) Agent Work by Queue 4) Average Response Time by Agent 5) Average Active Time by Agent 6) Average Handle Time by Agent 7) Agent Work by Type
- 8) Average Handle Time by Agent 9) Declines by Reason 10) Average Capacity When Declined 11) Closed Agent Work Per Agent 12 Average Response & Handle Time by Channel 13) Average Duration by Presence Status & Agent 14) Declines by Agent
- 15) Average Idle Duration by Agent 16) Average at Capacity Duration by Agent 17) Total & Average Duration by Presence Status 18) Case Lifecycle
Category rankings
As of Sep 11, 2026- Agent Productivity#27of 308Top 9%
- Customer Service#98of 1,137Top 9%
See 90-day rank history for each category
Track daily rank changes, category shifts, and position volatility.
Keyword rankings
Omni-channel Performance Dashboard ranks for 10 keywords across Salesforce AppExchange. Here are the top 3:
Competitors & alternatives
Omni-channel Performance Dashboard doesn't have curated competitor matchups yet. Other tracked agent productivity apps on Salesforce:
Frequently asked questions
What is Omni-channel Performance Dashboard?
Omni-channel Performance Dashboard is an app for Salesforce. It currently holds a 4.7-star rating from 9 merchant reviews, and it has been listed on the marketplace since 2020. It is listed under the Agent Productivity category on AppRanks, where you can see its current category position, review-velocity trend, and how it compares against the top alternatives in the same space. Developed by Salesforce Labs.
Is Omni-channel Performance Dashboard free?
Omni-channel Performance Dashboard offers a free plan that merchants can install on Salesforce without entering payment details. Pricing details on this page are mirrored from the live Salesforce listing and refresh on each scrape cycle.
Who uses Omni-channel Performance Dashboard?
Omni-channel Performance Dashboard is actively installed across Salesforce stores tracked by AppRanks. Its review base is still building, which usually maps to early-stage merchants and stores piloting a new workflow. It is part of the Agent Productivity category on Salesforce.
Where does Omni-channel Performance Dashboard rank on Salesforce?
Omni-channel Performance Dashboard currently sits at position #27 in the Agent Productivity category on Salesforce. That places it in the top 9% of 308 apps tracked in the same category. Category positions are read from the live marketplace ranking and refresh on each scrape, so the number you see here reflects the most recent crawl rather than a long-running average.
What does Omni-channel Performance Dashboard integrate with?
Omni-channel Performance Dashboard lists 2 integrations on its Salesforce marketplace page. The most prominent are Service Cloud, Service Cloud. Integration data is mirrored from the live Salesforce listing on each refresh, so the set above tracks whatever the developer has currently published — it does not reflect deeper compatibility AppRanks has not been able to verify from public data.