Track customer wait times and service rep availability with Live Card metrics in Command Center for Service V2. Use Wait Time to see wait times of all work items in the backlog and Presence Status to understand count of service reps with the indicated presence status.
Where: This feature is available for Enhanced Omni-Channel orgs with Command Center for Service V2 enabled. View supported editions.
Who: To view Live Card component, supervisors and admins need the Access Command Center for Service V2 permission. To configure pages in the Lightning App Builder, you need the Customize Application permission.
How: In the Lightning App Builder, open your Command Center for Service V2 Lightning page or create a new Command Center page. Add a Live Card component to the canvas or select an existing one. In the configuration panel, select either Wait Time or Presence Status as the metric. Configure the timeframe and visualization type, then save and activate the page. Supervisors can filter these metrics by queue, service rep, skill, channel, and team.