2018年sfdc工作总结_Service Cloud之Omni channel 与 Agent Work

最新推荐文章于 2025-04-23 17:31:10 发布

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最新推荐文章于 2025-04-23 17:31:10 发布

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分类专栏： sfdc

本文链接：https://blog.youkuaiyun.com/u010776427/article/details/87025686

本文介绍了Salesforce Service Cloud的Omni Channel特性，特别是Agent Work如何跟踪Handle Time和Active Time，以评估代理人效率。Omni Channel提供了No Manual Routing、工作优先级设置和实时运营情报等功能。同时，文章讨论了Omni Channel容量计算基于代理人在Console中打开的主标签数量，以及在线状态对分配案例的影响。

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当使用Omni channel进行case处理时，内部其实通过agent work对象监控了代理在操作case的一些记录。

比如Handle time 和 Active time：前者记录从console打开一个case到关闭的全部时间，后者则只记录窗口集中在case上的时间。

具体如下：

Agents multitask. To get the full picture of an agent’s productivity, you want to look at how long their work is open as well as how long they directly work on each item.

Active time tracking extends the operational data that Omni-Channel provides through its Agent Work object. Agent Work now includes:

Handle Time—The amount of time a work item is open with an agent. It’s calculated as the duration between the agent accepting the Omni work item and closing it in the console.
Active Time—The amount of time the agent is directly working on an item. It measures the time the work item’s tab is open and in focus.