Improve supervisor productivity and contact center efficiency by adding custom actions
to Command Center for Service. For example, add actions that let supervisors send emails or
Slack messages to support reps, reassign work in a queue, or assign a support rep to a different
shift. Supervisors invoke these actions on the selected support reps, queues, or work items in
an Command Center for Service tab.
Required Editions
To implement a custom action, define the action in a screen flow, and then add the
custom action to the Command Center for Service tabs.
To invoke an action, a supervisor selects reps, queues, or work items on an Command
Center for Service tab, and then clicks the action button. The associated screen flow runs and
performs the action on the IDs of the selections on the Command Center for Service tab.
| Command Center for Service Tab |
IDs Passed |
| Agents |
Agent IDs from User object |
| Agent Details |
IDs of routed objects, such as voice calls, messaging sessions, or
cases |
| Queues Backlog |
Queue IDs from Group object (of type Queue) |
| Queue Details |
IDs of routed objects, such as calls, messaging sessions, or
cases |
| In-Progress Work |
Queue IDs from Group object (of type Queue) |
| In-Progress Work Details |
IDs of routed objects, such as calls, messaging sessions, or
cases |
| Skills Backlog |
IDs of routed objects, such as calls, messaging sessions, or
cases |
| Skill Details |
IDs of routed objects, such as calls, messaging sessions, or
cases |
