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Manage Support Reps, Queues, and Skills
Manage support reps, queues, and skills in your organization.
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- Get to Know the Command Center for Service Tabs
Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers. - Sort and Filter in Command Center for Service
Organize and focus your real-time data in Command Center for Service to effortlessly find the information you need. - Change a User’s Queues and Skills with an AI Agent
To quickly change an Omni-Channel user’s queues or skills, use the Agentforce (Default) conversational interface on a desktop or the Salesforce mobile app. Using the Update Omni-Channel User Configuration agent action, you can add or remove queue assignments, add or remove skill assignments, and change skill levels for these users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, you can assign idle reps to the busiest queues. You can modify only the reps, queues, and skills that are visible to you based on your supervisor configuration. - Change a Rep's Queues and Skills with Command Center for Service
Change service reps' queues and skills as needed on the Service Reps tab of Command Center for Service. You can see and modify only the queues and skills that are visible to you based on your supervisor configuration. If you aren’t assigned to a supervisor configuration, then you can see all skills, up to 2,000 skills. The first 2,000 records appear, sorted in alphabetical order. - Monitor and Support Your Service Reps
Monitor and support your service reps in real time while they’re working with customers. While monitoring conversations in Command Center for Service, prioritize the ones with a raised flag. A flag can be raised when a service rep needs your help or a conversation intelligence rule detects a previously determined key word or phrase. - Monitor Agentforce Service Agents
To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag. - Transfer a Work Item to a Different Skill Set
You can transfer a work item to a different skill set so that a service rep with the right skills can resolve the issue. For example, if a service rep doesn’t have the right skills to resolve the case, the service rep can transfer the case and specify the required skills. - Analyze Abandoned Customer Interactions
Abandoned customer interactions are calls or messaging sessions that the customer ends before they are answered by a service rep. Understanding abandoned customer interactions and how they are classified can help improve reporting and service management.
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