Command Center for Service V2 is a central hub for monitoring contact center operations. Use Live Cards and In-Progress Work components to get real-time visibility into your team's performance, all in one place. Omni data is available in Lightning App Builder allowing admins to create customized views for supervisors.
- Monitor Contact Center KPIs with Live Cards
Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs). - Track Active Work with the In-Progress Work Component
The In-Progress Work component gives supervisors a live, consolidated list view of all work items currently owned by human representatives and AI agents. - Track Reps with the Service Reps Component
The Service Reps component allows supervisors to keep up with their reps' presence statuses, channels, assigned queues and skills, and occupied capacity. Supervisors can monitor how long their reps have been in an available status and when they last accepted new work. The service reps shown are based on the Public Groups selected in the Select Visible Service Reps section of the Supervisor Configuration. Filter options reflect the service reps, AI agents, queues, and skills selected in the associated Supervisor Configuration. - Gauge Your Backlog with the Backlog Component
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.