Get a unified view of all backlogged work waiting to be routed to service reps with the Backlog Lightning App Builder component in Command Center for Service V2. See skills-based, queue-based, and direct-to-agent-based work items and their wait times in a consolidated list view.
Where: This feature is available for Enhanced Omni-Channel orgs with Command Center for Service V2 enabled. View supported editions.
Who: Supervisors and admins need the Access Command Center for Service V2 permission to view the Backlog component. To configure pages in the Lightning App Builder, you need the Customize Application permission.
How: Enable Command Center for Service V2 for your org, then enable it in Supervisor Settings. In the Lightning App Builder, open your Command Center for Service V2 Lightning page or create a new Lightning page. Drag the Backlog component from the component panel onto the canvas. In the properties panel, choose the columns and actions you want to show. Then, save and activate the page.