Transform how your supervisors monitor contact center operations. Build custom layouts that display real-time and historical metrics side-by-side with other Lightning App Builder components. Command Center for Service V2 introduces a flexible and modular workspace that you can configure using the Lightning App Builder.
Where: This feature is available for Enhanced Omni-Channel customers. View supported editions.
Who: Supervisors and admins need the Access Command Center for Service V2 permission for Command Center for Service V2. To configure pages in the Lightning App Builder, you need the Customize Application permission.
Why: Command Center for Service uses a standard view that can't be easily tailored to specific team workflows or blended with other data sources. With Command Center for Service V2, you can now construct custom layouts that show real-time and historical metrics side-by-side with other Lightning App Builder components.
How: Contact Salesforce to enable Command Center for Service V2 for your org, then enable it in Supervisor Settings. Use Lightning App Builder to create custom pages with the new Live Card and In-Progress Work components, configure them to display your desired metrics and work views, then activate and assign the page to your supervisors.
See Also
- Salesforce Help: Set Up the Command Center for Service V2 Template
- Salesforce Help: Create Command Center For Service V2 Pages
- Salesforce Help: Monitor Contact Center KPIs with Live Cards
- Salesforce Help: Omni-Channel Metrics Available in Live Card
- Salesforce Help: Track Active Work with the In-Progress Work Component
- Salesforce Help: In-Progress Work Component Fields