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Service Reps Tab Fields
Fields for the Service Reps tab in Command Center for Service.
Required Editions
| View supported editions. |
All Agents Fields
The All Agents view in the Service Reps tab contains fields that provide information about the particular service rep’s current work.
| Column | Description |
|---|---|
| Agent | The first and last name of the service rep. |
| Status | The service rep’s current presence status, as set in the Omni-Channel component. |
| Flag | Indicates whether a service rep or conversation intelligence rule raised a flag. |
| Action | Allows you to change a service rep’s status. |
| Work Summary | All Omni-Channel work currently assigned or open with the service rep. You can get an overview of the work items with popup details.
|
| 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. |
| Accept | Amount of time since the service rep last accepted a work item, either explicitly or through auto-accept. |
| Primary Capacity | The percentage of the service rep’s total capacity for uninterruptible work that’s being used.
When service rep capacity reaches 99.1%, the service rep is shown as 100%. Small work of less than 1% can be routed to the service rep. |
| Interruptible Capacity | The percentage of the service rep’s total capacity for interruptible work that’s being used.
When service rep capacity reaches 99.1%, the rep is shown as 100%. Small work of less than 1% can be routed to the service rep. |
| ACW | Amount of time the service rep spent on closing tasks after a conversation. Short for After Conversation Work. |
| 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 service rep’s associated Service Channels (for service reps in an online status), so you know what types of work the available service rep can handle. |
| Assigned Queues | Omni-Channel-enabled Salesforce queues that the service rep can receive work through in Omni-Channel. The Assigned Queues column is shown only in orgs that use Omni-Channel queues-based routing. |
| Skills | Skills that are assigned to the service rep. The Skills column is shown only in orgs that use Omni-Channel skills-based routing. |
Service Rep Detail Fields
When you click the name of a service rep in the All Agents view of the Service Reps tab, the Current Work section provides this information about the service rep’s current work.
| Column | Description |
|---|---|
| Type | Salesforce object type for the work, such as Lead, Case, or SOS. |
| Details | Information from the assigned compact layout for the object and record type, which provides more context about the work item. |
| Queue | The Omni-Channel-enabled queue used to assign and route the work to the service rep. |
| Skills | The list of skills applied to the work item. |
| INTR | A Boolean showing whether the work is interruptible or not. A check mark indicates interruptible work. |
| Work Size | The size of the Omni-Channel work item based on the routing configuration associated with the queue. |
| Status | Omni-Channel work status. It includes:
|
| Requested Time | Date and time when the item was assigned to the Omni-Channel-enabled queue, which triggers the routing. |
| Assigned Time | Date and time when Omni-Channel pushed and assigned the item into the service rep’s Omni-Channel component. |
| Accepted Time | Date and time that the item was accepted, either by the service rep or by auto-accept. Accepted items are opened in the service rep’s inbox. |
| Handle Time | How long the item has been open with the service rep. It’s calculated using the difference between “now” and when the service rep accepted the work. |
| Speed to Answer | How quickly the service rep responds to work requests. It’s calculated using the difference between when the work was requested and when the service rep accepted it. |
Agents by Queue Fields
The Agents by Queue view in the Service Reps tab contains fields with information about the work service reps are doing in your Omni-Channel queues.
| Column | Description |
|---|---|
| Queue | The name of the Omni-Channel queue used to assign and route work to the service rep. Only queues containing at least one service rep in an Online or Away state are shown. |
| Total | Total number of service reps in the queue. |
| # Online | Number of service reps with an Online status. |
| % Online | Percentage of service reps in the queue who have an online status. |
| # Away | Number of service reps with an Away status. |
| # At Capacity | Number of service reps who are at capacity. |
| % At Capacity | Percentage of service reps in the queue who are at capacity. |
| # Idle | Number of service reps who are idle. Idle service reps have no current work, with 0% capacity consumed. |
| % Idle | Percentage of service reps in the queue who are idle. |
| Average Capacity | Average capacity among the online and away service reps in the queue. |
