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Track Reps with the Service Reps Component

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Track Reps with the Service Reps Component

The Service Reps component allows supervisors to keep up with their reps' presence statuses, channels, assigned queues and skills, and occupied capacity. Supervisors can monitor how long their reps have been in an available status and when they last accepted new work. The service reps shown are based on the Public Groups selected in the Select Visible Service Reps section of the Supervisor Configuration. Filter options reflect the service reps, AI agents, queues, and skills selected in the associated Supervisor Configuration.

Required Editions

View supported editions.
User Permissions Needed
To customize Lightning pages: Customize Application
To access Command Center for Service V2: Access Command Center for Service V2

Before you begin, verify that your organization has Enhanced Omni-Channel and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. To monitor conversations, enable Conversation Monitoring in your Supervisor Settings.

Setup the Service Reps Component

  1. From Setup, enter Lightning App Builder in the Quick Find box, then select Lightning App Builder.
  2. Clone the existing Command Center for Service V2 Lightning App Builder page, or create a new one page.
  3. From the left-hand component panel, drag the Service Reps component onto the page layout.
  4. In the configuration panel on the right, customize the component:
    • Columns: Pick and choose which columns are shown, and the order they appear in. For a complete list of available columns, see Service Reps Component Fields.
    • Actions: Select which actions appear in the top component toolbar. Admins can choose from all active Screen Flows or default component actions. See Show Default Actions in Omni Supervisor for more information.
  5. Click Save and activate the page.

Monitor and Manage Service Reps

Supervisors can sort, filter, and take action on service reps from the list view interface.

  • To narrow results, use the filter panel to filter rows by Service Rep, Presence Status, Channels, Queues, Skills, and Teams (Public Groups selected in your Supervisor Configurations). Filters display as removable pills above the list table.
  • To sort the list, click a column header. Sortable columns include Rep (alphabetical), Status (alphabetical), State, Login, and Workload.
  • To change a rep's presence status, click the down arrow in the Status column and select a new status. This is only available for reps who are currently online. The change applies in real time.
  • To select multiple reps at once, use the row checkboxes, or the top checkbox in the column header row to select all reps, then trigger an action from the top toolbar.
  • The Flag column shows whether a flag was raised on a rep's work, either by the rep or by a conversation intelligence rule. Click the caret next to the rep’s name to open an accordion view showing all their assigned work.
  • To view all active work items for a rep, click the caret next to their name to expand an accordion view. Each item displays:
    • The channel icon for the work item
    • The workload the item takes up
    • The skills or queues it was routed through
    • Whether the work is interruptible
    • A Monitor action to open the live monitoring window.
  • Service Reps Component Fields
    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.
 
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