You are here:
The Service Reps component provides a live, consolidated list view of all service representatives visible to a supervisor in Command Center for Service V2. Supervisors can filter the list and take custom screen flow or default actions on individual reps.
| View supported editions. |
| Field | description |
|---|---|
| Status | The rep's current presence status, as set in the Omni-Channel component. Click the down arrow in this column to set a different presence status for the rep, only available for reps currently online. |
| Flag | Visual indicator showing that a flag was raised on the rep's work, either by the rep or by a conversation intelligence rule. |
| Work Summary | A summary of the work items currently assigned to the rep, like as 1 Case or 6 Messages 5 Cases. |
| State | Amount of time the service rep has been in the current presence status. |
| Login | Amount of time the service rep has been logged into an online or busy Omni-Channel status. This field reflects the duration of the service rep’s entire Omni-Channel session, which ends when the service rep goes offline in Omni-Channel or closes their browser. |
| Capacity | P: The percentage of the service rep’s total capacity for uninterruptible work that’s being used. I: The percentage of the service rep’s total capacity for interruptible work that’s being used. |
| Workload | The total size of the service rep's assigned and open work that uses primary capacity compared to the service rep’s capacity set in the presence configuration. The work size is based on the routing configuration when the work is assigned. |
| Channels | The channels the rep is available to service based on their current Presence Status, such as Case, Messaging, or Phone. |
| Queues | Omni-Channel-enabled Salesforce queues that the service rep can receive work through in Omni-Channel. |
| Skills | The skills assigned to the rep. |
| Change queues | Move the rep to different queues. |
| Change skills | Update the skills assigned to the rep. |
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.