Take a look at all the work items waiting to be routed to your service reps, using the Backlog Lightning App Builder component in Command Center for Service V2.
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 Backlog Component
- From Setup, enter Lightning App Builder in the Quick Find box, then select Lightning App Builder.
- Use the Command Center for Service V2 Lightning App Builder page, or create a new one. See Create Command Center for Service V2 Pages for details on the out-of-the-box V2 page, or Assign a New Page to the Command Center for Service V2 Navigation Option if you're building and assigning a custom page.
- If you have created a new page, drag the Backlog component onto the page layout from the left-hand component panel.
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In the configuration panel on the right, customize the component:
- 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 PendingServiceRouting object. See Show Default Actions in Omni Supervisor for more information.
- Click Save and activate the page.
Understand Connection Status
The Backlog 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.
- Backlog Component Fields
Fields for the Backlog Lightning App Builder component.