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Track Active Work with the In-Progress Work Component
The In-Progress Work component gives supervisors a live, consolidated list view of all work items currently owned by human representatives and AI agents.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To customize Lightning pages: | Customize Application |
| To access Command Center for Service V2: | Access Command Center for Service V2 |
Make sure that your organization has Enhanced Omni-Channel enabled. To monitor conversations, enable Conversation Monitoring in your Supervisor Settings.
Setup the In-Progress Work Component
- From Setup, enter Lightning App Builder in the Quick Find box, then select Lightning App Builder.
- Clone the existing Command Center for Service V2 flexipage, or create a new one.
- From the left-hand component panel, drag the In-Progress Work component onto the page layout.
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In the configuration panel on the right, customize the component:
- Columns: Select a Service or Sales view as a starting point. If desired, add, remove, and reorder the visible columns. For a complete list of available columns, see <link> In-Progress Work Component Fields. <link>
- Actions: Select which actions appear in the top component toolbar. Admins can choose from all active Screen Flows or default component actions. See Show Default Actions in Omni Supervisor for more information.
- Click Save and activate the page.
Monitor and Manage Live Work
Supervisors can sort, filter, and directly intervene in active interactions from the list view interface.
- To narrow results, use the filter panel to filter rows by Queue, Skill, Channel, and Service Rep. Filters display as removable pills above the list table. Use the Human & AI Work toggle filter to isolate work to human-only or AI-agent-only allocations.
- To execute bulk actions, select one or more work items using the row checkboxes and trigger a Screen Flow action from the top toolbar.
- To manage an individual interaction, interact with the row columns directly:
- Click a record's Flag column to view internal whisper messages and lower active flags.
- Click Monitor to open live voice or messaging conversation transcripts. For case objects, Monitor opens the case in a new tab.
- For AI-agent assignments, use the action menu to manually transfer the active work item to a human service representative.
- To return to the administrator's original layout configuration, clear selected filters or select Remove All.
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