Aeon2 – Case Time Tracking & Agent Utilization for Salesforce
Tracks time spent by agents on Service Cloud cases, channels, and workflows without timers or manual entry.
Aeon2Paid
Processity - Process Intelligence
by Processity.aiSalesforcePaid
Analyze Salesforce Service Cloud workflows, process paths, bottlenecks, audit history, escalations, and service metrics.
PRICINGPaid
DEPLOYMENTCloud
CATEGORYAnalytics
UPDATED ON MARKETPLACE
What it does
Processity analyzes service processes in Salesforce and visualizes how cases and other data move through workflows. It identifies process paths, delays, bottlenecks, adherence to standard procedures, escalations, and reassignments. Its audit trail records changes across objects and fields for analysis. The product also connects process activity with service measures such as NPS and CSAT and supports analysis of case cost drivers.
Key capabilities
from the Salesforce AppExchange listingProcess visualization
Maps end-to-end Salesforce service processes and shows how data moves through them.
Bottleneck detection
Identifies slow process areas, time lags, underused resources, and departures from standard procedures.
Audit trail analysis
Creates an audit log with tracking across Salesforce objects and fields for process analysis.
Escalation analysis
Segments cases by teams, functions, and geographies to reveal reassignment and escalation patterns.
Service metric analysis
Relates process activity to service measures including NPS and CSAT.
Case cost analysis
Identifies cost drivers and redundant steps in the case lifecycle.
How it compares
Processity maps end-to-end Salesforce service processes, analyzes audit history, and identifies bottlenecks, escalations, and case cost drivers. Aeon2 focuses on automatically tracking human agent time across cases, channels, and workflows, including time per case, agent utilization, and workload.
| Name | Pricing | Deployment | Updated |
|---|---|---|---|
| this plugin | Paid | Cloud | |
| Aeon2 – Case Time Tracking & Agent Utilization for Salesforce | Paid | Cloud |
In the catalog
22 plugins in Service Cloud · Analytics
Price distribution: 7 free, 2 freemium, 13 paid
Pricing & deployment
Platform
Salesforce
Product
Service Cloud
Deployment
Cloud
Pricing
Paid
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What the vendor says
«Elevate your Salesforce service implementation with Processity — bring process mining clarity and insight to your Salesforce service processes. Processity seamlessly integrates with Salesforce to provide a comprehensive visualization of your service workflows, allowing you to identify paths through your processes …»