Sort and Filter in Command Center for Service

Now that we’ve seen what Command Center for Service has to offer, we’ll show you how to optimize all this great data so you can quickly find what you’re looking for. Filter the tables to display particular service reps, queues, work types, capacity percentages, etc. and group that information with sorting.

Use filtering to pare down what’s on your screen and get what you need faster. For example, if you want to see information about one particular team of service reps, go to the All Agents view and select just those service reps in the filter. You can apply multiple filters to the same grid, too. Hop seamlessly from a service rep’s open Leads to the Tier One Queue’s open Cases with a Wait Time over 5 minutes.

Use sorting to organize columns as ascending or descending. For example, if you want to see which online service reps most recently accepted work, filter the All Agents view to show only service reps with an Online status, and sort the Time Since Last Accept column in ascending order.

The online service reps who most recently accepted work are at the top of the screen. The possibilities are as endless as your curiosity.