The In-Progress Work component gives supervisors a live, consolidated list view of all work items currently owned by human representatives and AI agents.
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 In-Progress Work Component
- From Setup, enter Lightning App Builder in the Quick Find box, then select Lightning App Builder.
- Clone the existing Command Center for Service V2 flexipage, or create a new one.
- From the left-hand component panel, drag the In-Progress Work component onto the page layout.
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In the configuration panel on the right, customize the component:
- Columns: Select a Service or Sales view as a starting point. If desired, add, remove, and reorder the visible columns. For a complete list of available columns, see In-Progress Work Component Fields.
- Actions: Select which actions appear in the top component toolbar. Admins can choose from all active Screen Flows or default component actions. When an agent selects a record and runs an action, the action runs on the AgentWork object. See Show Default Actions in Omni Supervisor for more information.
- Click Save and activate the page.
Monitor and Manage Live Work
Supervisors can sort, filter, and directly intervene in active interactions from the list view interface.
- To narrow results, use the filter panel to filter rows by Queue, Skill, Channel, Service Rep, and Teams (Public Groups selected in your Supervisor Configurations). Filters display as removable pills above the list table. Use the Human & AI Work toggle filter to isolate work to human-only or AI-agent-only allocations.
- To execute bulk actions, select one or more work items using the row checkboxes and trigger a Screen Flow action from the top toolbar.
- To manage an individual interaction, interact with the row columns directly:
- Click a record's Flag column to view internal whisper messages and lower active flags.
- Click Monitor to open live voice or messaging conversation transcripts. For case objects, Monitor opens the case in a new tab.
- For AI-agent assignments, use the action menu to manually transfer the active work item to a human service representative.
- To return to the administrator's original layout configuration, clear selected filters or select Remove All.
Understand Connection Status
The In-Progress Work component shows a connection status indicator, so you always know if your data is staying up to date.
| Status | description |
|---|---|
| Live | The connection is active and healthy. |
| Connecting | The connection was interrupted and is attempting to reconnect automatically. |
| Offline | The automatic reconnection attempt failed. Click the refresh icon next to the status indicator to try again. |
If the status returns to Live after you click refresh, you're all set. If the status keeps cycling between Connecting and Offline, the issue is likely on the service side rather than your connection. Wait a few minutes and try again. If it doesn't resolve, contact Salesforce.
- In-Progress Work Component Fields
Fields for the In-Progress Work Lightning App Builder component. All columns are available in both Service View and Sales View. Selecting a view provides a pre-configured starting layout for quicker setup.