Omni-Channel Monitoring for Salesforce Cloud (Configure)

⚙️ Configure Salesforce Omni-Channel Monitoring

GermainUX monitors Salesforce Omni-Channel through the Salesforce REST API.

It provides operational visibility into supported chat and Omni-Channel activity, helping teams analyze:

Omni-Channel Monitoring is performed by the GermainUX Engine and is enabled automatically through the Salesforce Application wizard.

🛠 How the Monitoring Works

The GermainUX Engine periodically retrieves available Omni-Channel and chat information through Salesforce REST APIs.

GermainUX then converts the collected information into KPIs that can be:

The GermainUX component is currently identified internally as:

Salesforce Chat Monitor

Although the component name refers to chat, it supports the Salesforce Omni-Channel monitoring described on this page.

📑 Prerequisites

Before configuring Omni-Channel Monitoring, confirm that:

For the initial integration, see Deploy GermainUX for Salesforce.

🔑 Required Salesforce Access

The dedicated Salesforce integration user must be able to access the Omni-Channel and chat data required by the configured monitor.

Use a dedicated account and grant only the necessary:

If some queues, agents, or work items are missing, verify the integration user’s Salesforce access before changing the GermainUX configuration.

⏯️ Enable Omni-Channel Monitoring

Omni-Channel Monitoring is enabled automatically when Salesforce monitoring is deployed through the Salesforce Application wizard.

To configure it:

1. Open GermainUX Workspace.

2. Open the left navigation menu.

3. Select Wizards.

4. Select Salesforce Application.

5. Choose the GermainUX Engine that will run the monitor.

6. Enter the Salesforce connection and OAuth settings.

7. Expand Show Advanced.

8. Locate Chat Monitoring Interval.

   

9. Set the required execution frequency.

10. Complete the wizard.

The wizard creates a Salesforce Chat Monitor component.

🕒 Default Monitoring Frequency

By default, Omni-Channel Monitoring runs once per hour.

The appropriate interval depends on the purpose of the monitoring.

This is scheduled API collection. An hourly schedule does not provide minute-by-minute operational visibility.

Before reducing the interval, consider:

🔧 Configure the Frequency During Deployment

During the Salesforce Application wizard:

1. Select Show Advanced.

2. Locate:

   Chat Monitoring Interval
   

3. Enter the required frequency.

4. Complete the wizard.

🔁 Change the Frequency After Deployment

To modify an existing monitor:

1. Open GermainUX Workspace.

2. Open the left navigation menu.

3. Select Germain.

4. Open the State tab.

5. Search for:

   Type Name = Salesforce Chat Monitor
   

   

6. Select the component associated with the intended Salesforce organization.

7. Update Execution Schedule.

   

8. Save the change.

The new schedule applies to subsequent executions.

⛔ Disable Omni-Channel Monitoring

To stop ongoing collection:

1. Open GermainUX Workspace.

2. Open the left navigation menu.

3. Select Germain.

4. Open the State tab.

5. Search for:

   Type Name = Salesforce Chat Monitor
   

6. Locate the applicable monitor.

7. Turn off the toggle in the Enabled column.

8. Save the change if prompted.

Disabling the monitor stops future API collection. Previously collected data remains available according to the configured GermainUX retention policy.

▶️ Re-enable Monitoring

To resume collection:

1. Return to Germain → State.

2. Search for Salesforce Chat Monitor.

3. Turn on the Enabled toggle.

4. Confirm the execution schedule.

5. Save the configuration.

6. Allow the next scheduled execution to complete.

🔍 Available Monitoring Areas

The exact attributes depend on the Salesforce APIs, permissions, and Omni-Channel features enabled in the organization.

GermainUX can use the available information to analyze areas such as:

📊 Omni-Channel Overview

👥 Agent and Work Handling

Where available, analyze:

📍 Queue and Routing

Where available, analyze:

Errors

Monitor errors affecting Omni-Channel or chat operations, such as:

The precise data depends on what Salesforce exposes and what the integration user is permitted to retrieve.

📋 Omni-Channel KPIs

See Chat and CTI Monitoring KPIs.

Applicable KPIs, measures, and pivots can help analyze:

🖥️ View the Dashboard

Open:

Dashboards → IT → Application → Salesforce → Salesforce Chat

The dashboard can provide views for:

Select a KPI or chart to drill through to the underlying data and related analysis.

💡 Recommended Dashboard Measures

Depending on the collected facts, useful measures may include:

🧭 Recommended Pivots

Useful dimensions may include:

Only use pivots available in the collected Salesforce data.

🔔 Configure Alerts

Create alerts for actionable operational conditions, such as:

Alerts can notify:

Use thresholds, trends, and sustained conditions to avoid unnecessary alerts caused by normal short-term variation.

🔗 Correlate Omni-Channel Data With User Experience

Engine-based Omni-Channel Monitoring shows the operational records available through Salesforce APIs.

The RUM Extension adds the Salesforce user’s experience, including:

Together, these sources can help determine:

✅ Validate Omni-Channel Monitoring

After deployment:

1. Confirm that Salesforce Chat Monitor is enabled.

2. Confirm that its latest execution completed successfully.

3. Verify the next execution time.

4. Generate or locate known Omni-Channel activity.

5. Wait for the next collection.

6. Open the Salesforce Chat dashboard.

7. Confirm that expected activity appears.

8. Verify the Salesforce organization and environment.

9. Confirm timestamps, channels, queues, agents, and statuses where applicable.

10. Confirm that known errors appear in the error view.

11. Test applicable alerts.

❓ No Omni-Channel Data Appears

If the monitor executes but no data appears:

1. Confirm that Salesforce Omni-Channel is enabled and active.

2. Verify that relevant activity occurred during the selected period.

3. Confirm the Salesforce OAuth connection.

4. Verify the integration user’s API and data permissions.

5. Check that Salesforce Chat Monitor is enabled.

6. Review its last execution and next scheduled execution.

7. Confirm that the GermainUX Engine is running.

8. Check connectivity from the Engine to Salesforce.

9. Review Engine logs for authentication, authorization, API, and parsing errors.

10. Review Salesforce API usage and limits.

11. Check the dashboard time range, organization, and environment filters.

🔎 Some Agents, Queues, or Work Items Are Missing

If only part of the expected data appears:

• Verify the integration user’s object and record access.

• Review field-level permissions.

• Confirm that the missing records are exposed through the monitored Salesforce API.

• Check whether the records fall outside the selected time range.

• Confirm that the monitor supports the applicable Omni-Channel feature or channel.

• Review filters and dashboard pivots.

• Compare the API data with the Salesforce Omni-Channel interface.

⌛ Data Is Delayed

If the dashboard does not update quickly enough:

1. Review the monitor’s Execution Schedule.

2. Confirm that recent executions completed successfully.

3. Reduce the interval if faster visibility is required.

4. Monitor the effect on Salesforce API usage.

5. Confirm the latency of the underlying Salesforce data.

6. Set alert expectations according to the actual collection frequency.

🛡️ Security and Privacy

Omni-Channel information can contain sensitive operational or personal data, including:

Before production use:

• Use a dedicated least-privilege integration account.

• Restrict access to dashboards and detailed records.

• Apply masking, anonymization, and exclusions.

• Avoid collecting conversation content unless required and approved.

• Configure appropriate retention.

• Review access with Salesforce, contact-center, security, and privacy owners.

📚 Related Documentation

📞 Get More Information

GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your Salesforce CRM environment.

Contact GermainUX Support.