> ## Documentation Index
> Fetch the complete documentation index at: https://docs.germainux.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Omni-Channel Monitoring for Salesforce Cloud (Configure)

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

Components
[`Engine`](https://docs.germainux.com/main/germain-ux-engine)
[`Mobile App`](https://docs.germainux.com/main/germain-ux-mobile-app)
[`RPA Bot Recorder`](https://docs.germainux.com/main/germain-ux-rpa-bot-recorder)
[`RUM Ext`](https://docs.germainux.com/main/germain-ux-rum-extension)

Availability
2017.1 or later

> [card] [How Monitoring Works](#how-the-monitoring-works)
>
> Polling Salesforce REST APIs

> [card] [Disable Omni-Channel Monitoring](#disable-omni-channel-monitoring)
>
> Stopping collection and keeping data

> [card] [Recommended Pivots](#recommended-pivots)
>
> Dimensions worth segmenting by

> [card] [Security and Privacy](#security-and-privacy)
>
> Handling sensitive contact data

## Overview

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

![Salesforce Omni-Channel Overview Monitoring](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/omni-channel-monitoring-for-salesforce-cloud-confi/image-20250623-095109.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=9e3d6c134ee524a391ccabd9f7c9623f)

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:

```text theme={null}
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](https://docs.germainux.com/main/salesforce-monitoring-deployment.md).

## 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**.

   ![Code Monitoring Interval settings](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/omni-channel-monitoring-for-salesforce-cloud-confi/image-20230330-102847.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=17868a777466f9e6f52d177f786bc59b)
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.

| Objective | Scheduling consideration |
| - | - |
| Historical reporting and trend analysis | The default hourly interval may be sufficient. |
| Operational queue and workload visibility | A shorter interval may be required. |
| Rapid incident detection | Configure a shorter interval and validate API consumption and source-data latency. |
| Low-volume or noncritical environments | A longer interval may be acceptable. |

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 `

   ![Omni-Channel Monitoring for Salesforce Cloud (Configure): Change the Frequency After Deployment](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/omni-channel-monitoring-for-salesforce-cloud-confi/image-20250623-102055.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=7252cf02cb49b1a360f781aff8920821)
6. Select the component associated with the intended Salesforce organization.
7. Update **Execution Schedule**.

   ![Execution Schedule configuration for SFDC Instance Status component](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/omni-channel-monitoring-for-salesforce-cloud-confi/image-20230329-120617.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=af22fa745aabb50f287e929811c62380)
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.

![Salesforce Omni-Channel Errors Monitoring](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/omni-channel-monitoring-for-salesforce-cloud-confi/image-20250623-095244.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=5302923ebf8ed52ab21dc90881e2b104)

## 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

> [accordion] Show all 9
>
> * 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.

![Salesforce Omni-Channel Monitoring](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/omni-channel-monitoring-for-salesforce-cloud-confi/image-20250623-095346.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=04653ded24158d2b87c0f957c9ec9824)

## 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

> [accordion] Show all 10
>
> * Error count
> * Error rate
> * Total workload
> * Completed or unsuccessful work

## Recommended Pivots

Useful dimensions may include:

* Salesforce organization
* Environment
* Channel
* Queue
* Agent
* Work status

> [accordion] Show all 10
>
> * 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

> [card] [Dashboard & Reports](https://docs.germainux.com/main/dashboard-and-report.md)
>
> Dashboard & Reports

> [card] [AI](https://docs.germainux.com/main/ai-driven-insights.md)
>
> Insights & Recommendations

> [card] [Analytics](https://docs.germainux.com/main/analytics.md)
>
> More Analytics Features

> [card] [Automation](https://docs.germainux.com/main/automation.md)
>
> More Automation Features

## Get Help

> [card] [Contact GermainUX Support](https://docs.germainux.com/main/support.md)
>
> The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

> [card] Can't find what you need?
>
> Search all GermainUX docs with **Ctrl + K**, or use the feedback buttons at the bottom of this page to tell us what is missing.

The content of this document is proprietary to GERMAIN SOFTWARE.


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