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:

• Work volume

• Agent and queue activity

• Routing and handling

• Conversation performance

• Errors and failed interactions

• Trends over time

• The relationship between Omni-Channel activity and the Salesforce user experience

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:

• Displayed on dashboards

• Filtered and segmented

• Compared over time

• Correlated with Salesforce user activity

• Used in SLAs and alerts

• Included in scheduled reports

• Analyzed alongside Salesforce errors and Session Replay

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:

• Salesforce Omni-Channel is configured and in use.

• A GermainUX Engine is deployed and running.

• Salesforce monitoring has been deployed through the Salesforce Application wizard.

• The Salesforce OAuth connection is active.

• The integration user can access the required Omni-Channel information through Salesforce REST APIs.

• The Engine can reach the Salesforce API endpoints.

• The organization has sufficient Salesforce API capacity for the selected interval.

• GermainUX 2024.3 or later is installed.

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:

• API access

• Object permissions

• Field permissions

• Omni-Channel or chat visibility

• Connected App access

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:

• Salesforce API consumption

• Number of monitored organizations

• Number of Omni-Channel records

• GermainUX ingestion and storage

• Required dashboard freshness

• Alerting expectations

🔧 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

• Overall activity

• Volume over time

• Active or completed work

• Distribution by supported channel

• Queue or routing context

• Trends by organization or environment

👥 Agent and Work Handling

Where available, analyze:

• Agent or user

• Presence or availability status

• Assigned work

• Accepted or declined work

• Work status

• Handling duration

• Capacity or workload indicators

📍 Queue and Routing

Where available, analyze:

• Queue

• Routing result

• Waiting work

• Assignment delay

• Work distribution

• Channel or service

• Unhandled or unsuccessful routing

Errors

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

• API failures

• Retrieval errors

• Routing or assignment failures

• Missing or invalid data

• Salesforce-side errors

• Integration failures

• Monitored conversation errors

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:

• Volume

• Duration

• Errors

• Users or agents

• Queues

• Channels

• Status

• Work distribution

• Trends

🖥️ View the Dashboard

Open:

Dashboards → IT → Application → Salesforce → Salesforce Chat

The dashboard can provide views for:

• Salesforce Omni-Channel overview

• Omni-Channel activity

• Errors

• Trends and breakdowns

• Individual monitored instances

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:

• Count

• Unique agents or users

• Unique work items

• Average duration

• Percentile duration

• Maximum duration

• Error count

• Error rate

• Total workload

• Completed or unsuccessful work

🧭 Recommended Pivots

Useful dimensions may include:

• Salesforce organization

• Environment

• Channel

• Queue

• Agent

• Work status

• Routing status

• Error

• Time period

• Work item type

Only use pivots available in the collected Salesforce data.

🔔 Configure Alerts

Create alerts for actionable operational conditions, such as:

• Omni-Channel data collection fails.

• No new data arrives within the expected period.

• Error volume exceeds a threshold.

• Work volume changes unexpectedly.

• Assignment or handling duration exceeds an SLA.

• Unsuccessful or unhandled work increases.

• A critical queue or channel becomes inactive.

• A new error category appears.

Alerts can notify:

• Contact-center operations

• Salesforce administrators

• Application owners

• Service-desk teams

• Integration support teams

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:

• User interactions

• Navigation

• Browser errors

• Failed requests

• Slow page or component behavior

• Session Replay

Together, these sources can help determine:

• Whether agents could access and use Omni-Channel

• What the agent saw when work was offered

• Whether an accept or decline action succeeded

• Whether the Salesforce UI froze or returned an error

• Whether delays originated in the UI, Salesforce, or an integration

• Which users and workflows were affected

✅ 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:

• Agent identities

• Customer identifiers

• Work-item identifiers

• Queue assignments

• Conversation metadata

• Error details

• Activity timestamps

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

• Dashboard and Reports

• AI Insights & Recommendations

• Other Analytics Features

• Other Automation Features

ℹ️ Get Help

The Germain Team can help you set this up. Contact GermainUX Support.