Omni-Channel Performance Dashboard for Salesforce
- Category rank
- #27 in Agent Productivity
- Price
- Free plan
- Listing audit
- 64/100
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.
Omni-Channel Performance Dashboard is the #27 ranked Agent Productivity app on Salesforce, with a 4.7 average rating from 9 reviews, free to use, as of Nov 13, 2026.
AppRanks verdict
Generated from marketplace data as of Nov 13, 2026
Omni-Channel Performance Dashboard ranks #27 of 316 in Agent Productivity on Salesforce. It holds a 4.7★ average from 9 reviews on Salesforce. It is free to use.
Pros
- +Free plan available — no paid subscription needed to start
- +Listed on Salesforce since 2020
Cons
- −Only 9 reviews — the average can still move with a few new ratings
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