Analytics

The analytics feature provides essential insights into bot and agent performance, enabling you to assess and improve operational efficiency. You can follow the steps below to view analytics once the case closes.

1. Select the Apps icon next to Setup in the top-left corner of your screen. Then search Service Console and choose the default Service Console app.

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2. Select any Case of your choice.

3. Click the Setup button in the top-right corner of your screen and click Edit page.

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4. In the Lightning App Builder, search for the Field Section component. It's located on the left panel under the Fields tab. Drag and drop this component to the desired location on the page.

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5. Then, you can drag and drop any of the available custom fields to the Field Section component.

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6. Click Save. The analytics data you selected will be available once the case status is closed.