Live Reporting
Live contact-center visibility, built into Salesforce
Agent availability, queue and skill sizes, adherence, and Connect to Salesforce status drift, on a single Lightning component your supervisors already have open.
OpusEngage is built for contact centers already running Amazon Connect with Salesforce Service Cloud Voice.
Reporting split across two consoles
Queue metrics live in Amazon Connect. Agent presence lives in Salesforce. Adherence lives somewhere else again. Supervisors tab between them and the business cannot report on the current state at all. OpusEngage brings the live picture onto one Lightning component in the CRM.
What Live Reporting gives you
See the whole floor in one place
Agent availability and adherence are driven by platform events and Omni-Channel presence statuses, so the component updates as statuses change, not on a refresh timer.
Queue sizes that match the CRM
Queue and skill sizes are reported from VoiceCall records, so what supervisors see is the same data the rest of Salesforce is working from.
Catch status drift before it costs you
Agents can show Available in Salesforce while not being available in Connect, and that time is simply lost. OpusEngage shows the two side by side so administrators can act.
How it works
Add the component
Drop the Live Reporting Lightning web component onto a supervisor app page, the home page, or a full-screen tab for a wallboard.
Choose the views
Decide which groups see which teams, queues, and metrics using public groups and a base permission set.
Watch it update
Platform events and presence changes flow straight into the component; VoiceCall records drive queue sizes.
Act on drift
When Connect and Salesforce disagree about an agent, the comparison view makes it visible so the time is not lost.
Capabilities
Everything listed here is available today. Live Reporting is sold as its own module and works alongside the rest of OpusEngage.
- Live agent availability from platform events and presence statuses
- Live adherence against published schedules
- Live queue and skill sizes from VoiceCall records
- Connect vs Salesforce agent status comparison
- Configurable views by public group membership and permission set
- Custom Lightning web component: place it on any Lightning page or a dedicated wallboard tab
Where it runs
Frequently asked questions
- Is this a wallboard?
- It is a Lightning web component, so it can be one. Place it on a dedicated tab or full-screen page for a floor display, or on a supervisor app page next to their queues.
- What is Connect to Salesforce status drift?
- A situation where an agent is marked Available in Salesforce but is not available in Amazon Connect, or vice versa. Calls are not routed and the time is lost. Live Reporting shows the comparison so an administrator can correct it.
- Who can see it?
- Access is configurable. Views are granted by public group membership on top of a base permission set, so supervisors, team leads, and administrators can each see a different scope.
Other OpusEngage modules
See Live Reporting on your own Connect instance
We will walk through the module live and talk through how it fits your Service Cloud Voice setup.
Request a demo