Queues Backlog Tab Fields

Fields for the Command Center for Service Queues Backlog tab.

Queues Summary Fields

The Queues Summary view in the Queues Backlog tab contains fields that let you know how your service reps are doing.

Column	Description
Queue	The Omni-Channel-enabled queue used to assign and route the work to the service rep. You can click the queue’s name to see more detail about it.
Priority	The queue’s priority based on its routing configuration.
Work Size	Size of the work items in the queue based on its routing configuration.
Type	Salesforce object type for the work, such as Lead, Case, or SOS.
Total Waiting	Total number of items currently assigned to the Omni-Channel queue that are waiting for an available service rep.
Longest Wait Time	Duration of the longest wait time.
Average Wait Time	Average wait time of all items currently assigned to the queue.

The Queue Details view in the Queues Backlog tab contains fields that provide information about the work items in the queue.

Column	Description
Position	The work item’s position in the queue.
Type	Salesforce object type for the work, such as Lead, Case, and SOS.
Details	Information from the assigned compact layout for the object and record type, which provides more context about the work item.
INTR	A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work.
Wait Time	Amount of time that the work item is waiting for a service rep. It’s calculated using the difference between “now” and the item’s request time.
Requested Time	Datetime the item was assigned to the queue.

Did this article solve your issue?

Let us know so we can improve!