Set Up Command Center for Service

Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade Standard Omni-Channel to Enhanced.

See real-time information about your Omni-Channel service reps, queues, and work in the Command Center for Service panel, including waiting times, open work, and more. Command Center for Service updates continuously to reflect the most up-to-date data, so that you always know how your service reps are doing.

Keep an eye on Omni-Channel activity with intuitive tab views that show you the big picture of how your service reps are doing. Take advantage of filtering and sorting to help you find what you need. Sort by the flag raise column to see which service reps need assistance that you can provide through whisper messages that the service rep sees but not the customer.

Drill down in the tabs to see detailed information about what service reps are working on and backlogged work items.

Command Center for Service is supported for:

• Queue-based routing for Omni-Channel
• Skills-based routing for Omni-Channel
• External routing for Omni-Channel

• Enable Command Center for Service
  Train and monitor service reps with Command Center for Service. View your service reps’ voice transcripts and chats as they help customers. Send private messages to service reps as needed during chats. You can view chats that are routed by Omni-Channel in Command Center for Service.
• Enable Supervisors to Change Service Rep Queues and Skills
  Let supervisors change service reps’ queues and skills to provide faster and better service to your customers.
• Show the Default Actions on Command Center for Service Tabs
  To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work.
• Setting Up Custom Actions on Command Center for Service Tabs
  Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab.
• Change What Supervisors See in Command Center for Service
  Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors.
• Create Custom Tabs for Command Center for Service
  Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.
• Show All Offline Service Reps in Command Center for Service
  Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object.
• Add Command Center for Service to an App
  To give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app.