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Reporting and Dashboards

  • Updated on Aug 12, 2026
  • Published on Mar 3, 2022
  • 4 minute(s) read
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Overview

This article covers ScreenMeet reporting in Salesforce: the reports included with the package, how to add them to a dashboard, a worked example of a case-performance dashboard comparing outcomes with and without ScreenMeet, and how to export ScreenMeet objects to third-party visualization tools.

Included Reports

ScreenMeet reporting is included in version 1.16.1 and later of the Salesforce package. The included reports are designed to be used as part of a dashboard rather than on their own. They give insight into ScreenMeet activity by your agents and commonly used features, and let you compare case or incident performance with and without ScreenMeet sessions.

Add Included Reports to a Dashboard

  1. Clone the desired report or reports from the ScreenMeet folder and customize them, at minimum changing the date filters to your desired time window.

  2. Create or edit a dashboard.

  3. Add a new component.

  4. Select folders.

  5. Pick your customized report.

  6. Customize the component display and click Add.

  7. Repeat steps 3 to 6 until all desired reports are added.

  8. Organize the layout and size of the components.

  9. Click Save.

Reported Features by Session Type

The features tracked in reporting for each session type, as of the current package, are listed below.

Live

Start with Audio, Start with Knock, Host Audio Enabled, Chat, Start with Recording, Host Screenshare, Host Video Enabled, Guest Video Enabled, Guest Screenshare, Screenshare, Annotation, Guest Annotation, Host Annotation, Guest entered the meeting room, Recording turned Off, Recording turned On, Camera switch successful, Camera switch failed, Camera settings open, Consent dialog, Background filter, Mute, Background blur enabled, Audio/video error overlay shown.

CoBrowse

Recording, Remote control, File transfer, Video chat, Highlighter, Laser pointer, Remote click, Remote form fill, Navigate, Captcha, URL invite.

Remote Support

Admin permissions, Remote control, Laser pointer and drawing, Stream performance adjustment, Multiple agents, File transfer, Chat, Hotkeys, Execute command, Reboot, Recording, Privacy curtain.

Example: Case Performance Dashboard

This worked example builds a dashboard comparing case handling with and without ScreenMeet sessions over the last 90 days. It requires custom fields, two reports, and a dashboard.

Step 1: Prepare the Case Object

  1. Verify that the junction object establishing a many-to-many relationship between Case and screenmeet__Live_Session__c exists. If not, enable it first. See Relationships to Other Objects.

  2. On the Case object, create a Checkbox field named Resolved_on_First_Contact__c.

  3. On the Case object, create a Formula field named Case_Handling_Time__c. Set the return type to Number, decimal places to 2, and the formula to ClosedDate - CreatedDate.

  4. On the Case object, create a Picklist field named CSAT_Score__c with values: 1 - Very unsatisfied, 2 - Unsatisfied, 3 - Neutral, 4 - Satisfied, 5 - Very satisfied.

  5. On the Case object, create a Roll-Up Summary field named ScreenMeet_Case_Sessions__c with type Roll-Up Summary (COUNT ScreenMeet Case Session).

Step 2: Create a Custom Report Type

  1. Create a custom report type with Cases as the primary object.

  2. Set the label as Cases with or without ScreenMeet Sessions.

  3. Store it in the category most relevant to your organization.

  4. Set the deployment status to Deployed and click Next.

  5. Click to relate another object.

  6. Select the junction object ScreenMeet Case Sessions.

  7. Set the A-to-B relationship to "A records may or may not have related B records."

Step 3: Create the "Cases Closed Last 90 Days" Report

  1. Create a report of type Cases (standard) with columns: Account Name, Subject, Date/Time Opened, Date/Time Closed, Case Handling Time, ScreenMeet Case Sessions.

  2. Create a bucket field ScreenMeet Bucket on ScreenMeet Case Sessions: range <=0 labeled "Without ScreenMeet," range >0 labeled "With ScreenMeet."

  3. Group first by Resolved on First Contact, then by the ScreenMeet bucket field.

  4. Summarize Case Handling Time as Average.

  5. Summarize ScreenMeet Case Sessions as Sum.

  6. Add a bar chart: Y-Axis Resolved on First Contact with a second grouping on the ScreenMeet bucket, X-Axis Record Count.

  7. Add filters: Show Me All Cases, Date/Time Closed Last 90 Days, Units Hours, Closed equals True.

  8. Save as Cases Closed Last 90 Days.

Step 4: Create the "Case and ScreenMeet Session Summary" Report

  1. Create a report of type Cases with or without ScreenMeet Sessions with columns: Account Name, Created Date, Closed, Case Handling Time, ScreenMeet Case Sessions.

  2. Create a bucket field ScreenMeet on ScreenMeet Case Sessions: range <=0 "Without ScreenMeet," range >0 "With ScreenMeet."

  3. Group by the ScreenMeet bucket field.

  4. Summarize Case Handling Time as Average.

  5. Summarize ScreenMeet Case Sessions as Sum.

  6. Add a column chart: X-Axis ScreenMeet bucket field, Y-Axis Record Count, Show Values checked.

  7. Add filters: Show Me All Cases, Date/Time Closed Last 90 Days, Resolved on First Contact equals True.

  8. Save as Case and ScreenMeet Session Summary.

Step 5: Build the Dashboard

  1. Create a dashboard named ScreenMeet Dashboard - Cases Last 90 Days.

  2. Open Properties via the gear icon and set the grid size to 9 columns.

  3. Add a component from Cases Closed Last 90 Days: Donut Chart, Value Average Case Handling Time, Sliced By ScreenMeet, Show Values and Show Percentages checked, Sort By ScreenMeet descending, Title "Case Average Handling Time," Subtitle "In days, with versus without ScreenMeet."

  4. Add a component from Case and ScreenMeet Session Summary using the chart settings from the report.

  5. Add a component from Cases Closed Last 90 Days: Stacked Horizontal Bar Chart, Y-Axis CSAT Score, X-Axis Record Count, Stack By Resolved on First Contact, Title "CSAT Score."

  6. Add a component from Cases Closed Last 90 Days: Stacked Vertical Bar Chart, X-Axis Case Owner, Y-Axis Record Count, Stack By ScreenMeet, Title "Cases Closed by Agent."

Export to Third-Party Visualization Tools

ScreenMeet data is part of your overall Salesforce data. You can use tools such as Tableau to import ScreenMeet objects for reporting or visualization.

Primary ScreenMeet objects:

  • ScreenMeet_Live_Session__c: the primary object, containing most session information.

  • screenmeet__ScreenMeet_Session_Feature__c: which features were used in a session.

Indirectly related objects include, but are not limited to:

  • Cases: related to a session by the object ID of the case.

  • Users: related to the session creator if CreatedBy functionality is enabled by your ScreenMeet administrator.

  • Junction objects: relate ScreenMeet objects to other objects, such as Case to ScreenMeet session.

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