Omni-Channel Monitoring for Salesforce Cloud (Configure)

Feature

Here are details on how to configure Germain UX to monitor SFDC Omni-Channel via REST API.

Configure

Enable

This monitoring is enabled when you deploy Salesforce monitoring using the Salesforce Application wizard.

Disable

Follow these steps to disable ongoing Salesforce Instance Status monitoring:

• Go to Germain Workspace.

• Access the Left Menu.

• Choose "Germain" and then switch to the "State" tab.

• Search for Type Name = Salesforce Chat Monitor.
  

  

• Disable the selected component by switching the toggle in the "ENABLED" column to the (disabled state).

Frequency

By default, this monitoring is configured to run once per hour. You have two options to update this component's execution frequency:

First Deployment

• You can set the execution frequency value during the initial Salesforce Application monitoring deployment in the Salesforce Application wizard. Click "SHOW ADVANCED"

• Set the "Chat Monitoring Interval" value.

Runtime

1. Go to Germain Workspace.

2. Access the Left Menu.

3. Choose "Germain" and then switch to the "State" tab.

4. Search for Type Name = Salesforce Chat Monitor.

5. Select a component.

6. Update the "Execution Schedule" value and click to save your change.

KPIs

Web Analytics KPIs, Pivots & Measures | Chat/CTI Monitoring KPIs

Dashboard

Dashboards > IT > Application > Salesforce > Salesforce Chat

Example