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Monitor Contact Center KPIs with Live Cards
Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs).
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To configure pages in the Lightning App Builder: | Customize Application |
| To access Command Center for Service V2: | Access Command Center for Service V2 |
Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs).
- From Setup, enter Lightning App Builder in the Quick Find box, then select Lightning App Builder.
- Create a custom page using Command Center page type or clone a page using the out-of-the-box Command Center for Service V2 template.
- In the left-hand component panel, select Live Card.
- Drag the Live Card component onto the canvas layout.
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With the component selected, configure the following properties in the configuration panel on the right:
- Card Type: Select the type of card based on what you want to display. These are the different card types available depending on your use case. <link> Industries doc <link>
- Metric: Select an Omni-Channel KPI to display (such as Handle Time, Wait Time, Active Work Volume, or SLA Compliance).
- Title: Enter a custom label for your supervisors to see.
- Timeframe: Select the calculation window. For real time data, select Current. For historical metrics, select Last 15 Minutes, Last Hour, Last 8 Hours, or Last 24 Hours.
- Visualization: Select how the data renders. This property is only available when using the OmniSupervisorBreakdownCard card type.
- Click Save, then activate the page and assign it to the appropriate supervisor Public Group or Profile, or app of your choice.
Supervisors can adjust cards dynamically to isolate critical team metrics. All filter states persist and save automatically across sessions until manually cleared. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated supervisor configuration.
Filters follow this logic:
- Within a single filter type (OR): When you select multiple options within the same filter, for example, two or more Skills, the card shows work that matches any of those selections. For example, selecting Skill A and Skill B returns work routed via Skill A or Skill B.
- Across different filter types (AND): When you make selections across different filter types, for example, selecting a Skill and a Rep, the card narrows results to work that satisfies all of the active filter groups. For example, selecting Skill A and Rep 1 returns work that is routed to Rep 1 via Skill A.
To isolate specific records, click the filter icon on a card and select your criteria:
- Queue(s): Show data for one or more specific work queues.
- Skill(s): Filter by skill(s) assigned to work items.
- Channel(s): Filter by specific service channels configured in your org.
- Service Rep(s): Target data to one or more specific agents.
- Service Rep Type: Filter by metrics based on only AI-owned or human-owned work.
To reset your filters to the administrator's original layout configuration, clear the selected filters.
