---
schema_version: "1"
id: 80cc07884b327323f304db1a55f871a89c7223449a3554e262f293d5037d21ad
title: Service Reps Component Fields
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_ccv2_service_reps_component_fields.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_service_reps_component_fields.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7e7f7e55d24087ba2854d96f9bd414fd487d44fee05b49d79eda97a8205a08a5
description: The Service Reps component provides a live, consolidated list view of all service representatives visible to a supervisor in Command Center for Service V2. Supervisors can filter the list and take custom screen flow or default actions on individual reps.
products:
  - Service Cloud
release: "264"
---
# Service Reps Component Fields

The Service Reps component provides a live, consolidated list view of all service representatives visible to a supervisor in Command Center for Service V2. Supervisors can filter the list and take custom screen flow or default actions on individual reps.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Service Reps Component Fields">
      <caption>Service Reps Component Fields</caption>
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124671e58">Field</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124671e61">description</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Status</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The rep's current presence status, as set in the Omni-Channel component. Click
            the down arrow in this column to set a different presence status for the rep, only
            available for reps currently online.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Flag</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Visual indicator showing that a flag was raised on the rep's work, either by the
            rep or by a conversation intelligence rule.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Work Summary</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">A summary of the work items currently assigned to the rep, like as 1 Case or 6
            Messages 5 Cases.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">State</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Amount of time the service rep has been in the current presence status.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Login</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Amount of time the service rep has been logged into an online or busy
            Omni-Channel status. This field reflects the duration of the service rep’s entire
            Omni-Channel session, which ends when the service rep goes offline in Omni-Channel or
            closes their browser.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Capacity</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">
            <p>P: The percentage of the service rep’s total capacity for uninterruptible work
              that’s being used.</p>
            <p style="margin-bottom:0;">I: The percentage of the service rep’s total capacity for interruptible work that’s
              being used.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Workload</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The total size of the service rep's assigned and open work that uses primary
            capacity compared to the service rep’s capacity set in the presence configuration. The
            work size is based on the routing configuration when the work is assigned.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Channels</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The channels the rep is available to service based on their current Presence
            Status, such as Case, Messaging, or Phone.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Queues</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Omni-Channel-enabled Salesforce queues that the service rep can receive work
            through in Omni-Channel.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Skills</td>

          <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The skills assigned to the rep.</td>

        </tr>
      </tbody>
    </table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Standard Actions"><caption>Standard Actions</caption> <colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Change queues</td><td class="slds-cell-wrap" style="vertical-align:top;">Move the rep to different queues.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Change skills</td><td class="slds-cell-wrap" style="vertical-align:top;">Update the skills assigned to the rep.</td></tr></tbody></table>