Tracking Call Center Metrics in Salesforce Using Third-Party Apps

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When your call centre is up and running, whether you’re utilising Salesforce Service Cloud or even just case management (which comes with Sales Cloud), you should be thinking about methods to continually improve the customer and call centre rep experience. Salesforce enables you to design, improve, and extend the tools you use to assist your clients on an ongoing basis. Regardless of how unique your company is, it’s quite likely that you’re experiencing the same issue or requesting the same enhancement as many others in the Salesforce ecosystem.

Call centres, in particular, rely on analytics to assess performance and efficiency. Even if you already have dozens of useful reports and dashboards to track what’s most important to you, AppExchange is a great place to look for more.

To identify custom apps or components based on keywords, use AppExchange’s top search box. Alternatively, use the sidebar filters to view the numerous apps and settings available. You can also sort by category, industry, popularity, or whether anything is free.


When you click on the app you want to learn more about, you’ll see information like this:

  • A demo video: An embedded YouTube video demonstrating app functionality.
  • Datasheets and whitepapers: There are examples of related marketing content that can help you better understand the product.
  • Customer feedback and evaluations: Before you decide, read what others have to say about the app to ensure it’s right for you.
  • Details and components of the package: To avoid potential configuration overlap, know exactly what you’ll be obtaining and downloading from a technical standpoint.
  • System requirements: Check out the Salesforce editions that are supported and the system requirements to make sure everything is in order.
  • Test drive: Some apps allow you to try out a limited version of the programme in an organisation before purchasing it.

There are some wonderful apps for measuring your call centre on the AppExchange. Let’s imagine you truly wanted Service Cloud to have a field that calculated the age of your case in business hours as standard. Don’t worry, there’s an app for that, and it’s completely free: During business hours, the age of the case is calculated.

Download and install the Knowledge Base Dashboards & Reports app if you’re utilising a knowledge base. It’s free, takes a few minutes to set up, and comes with several useful prepared reports for Knowledge to help you save time. The Service & Support Dashboards app is the same way, and you may save hours and get started with significant analytics right now.


I hope you found this helpful guide. If you have any questions or comments, don’t hesitate to use the form below.

User Questions:

1. What are call centre KPI metrics?

  • Average Response Time.
  • Average Rate of Abandonment
  • Transfer Rate for First Call Resolution (FCR).
  • Handling Time on Average.
  • Time on Hold on Average.
  • Idle Time on Average
  • Blocked Calls as a Percentage of Total Calls

2. What is the best way to keep track of my call centre?

  • Rate of Abandonment.
  • Overall Queue Time for Average Staffing Level vs Queue Time for Abandoned Calls
  • Percentage of Available Agents and Percentage of Answered Calls
  • Count the number of codes and average the time it takes to handle each one.

3. What are the methods for calculating call centre metrics?

Cost per Inbound Contact is an excellent lagging metric for monitoring the efficiency of your call centre’s operations. It’s computed by dividing your call centre’s overall operational cost by the number of calls it receives.


4. What are call centre quality metrics?

Average Speed of Answering (ASA), First-Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction Score (CSAT), Net Promoter ScoreSM (NPS), and Customer Effort Score are all standard quality assurance measures for contact centres (CES).

5. What is Call Center Matrix, and how does it work?

The entire effectiveness of customer service teams is measured by call centre KPIs. Metrics are used in many elements of call centres to track performance, agent productivity, and other actions that improve customer happiness.

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