--- schema_version: "1" id: 73e04034a517b85ddb706ab2c4e9b564cc193266ffa70f487ec57a7270887e11 title: Service Reps Tab collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_supervisor_agents_tab.md canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_agents_tab.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0281dff9577d6639e5e036892cbd266f3cb48e9f45084f6c76e89043c2871899 description: Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work. products: - Service Cloud release: "264" --- # Service Reps Tab Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work. ### Required Editions
View supported editions.
There are two views in the Service Reps tab: All Agents and Agents by Queue. ## All Agents Subtab The All Agents tab lets you see the big picture of your service reps’ availability, capabilities, capacity, and workload. It’s the default for the Service Reps tab because it provides the best overall picture of how your service reps are doing. Reps logged into Omni-Channel appear in rows, where you can see their status, channels, queues, workload, and capacity. ![Command Center for Service Agents Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/agentSummary.png) Here, you can also change a service rep’s status using the Action column as long as they’re not offline. If you select Offline, keep in mind that the service rep’s work isn’t tracked anymore. To see more nuanced information about how a service rep is doing, select the service rep. You can view the Agent Detail and, unless disabled, Agent Timeline views. The Agent Detail view provides details about a service rep’s activity and timestamps. ![Agent Detail view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/agentDetail_fixed.png) The Agent Timeline view displays the service rep’s status changes and work via an intuitive calendar view. The Agent Timeline shows the AgentWork status, not the status of the work item record itself. ![Command Center for Service Agent Timeline](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agenttimeline_new.png) ## Agents by Queue Subtab The Agents by Queue subtab provides information about how well your queues are covered. Every queue that has at least one service rep that’s Online or Away is shown. You can see how many service reps are assigned to the queue and how many of them are online, away, or idle. This graph lets you see if you must reassign service reps to make sure your incoming work is covered. ![Agents by Queue view in the Agents tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agentByQueue.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Agents by Queue tab is shown even if you use skills-based routing only. - **[Service Reps Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_agents_tab_fields.htm&release=264.0.0&type=5)** Fields for the Service Reps tab in Command Center for Service. - **[How After Conversation Work Affects Service Rep Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_track_after_conversation_work_time.htm&release=264.0.0&type=5)** When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service. #### See Also - [Show All Offline Service Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&release=264.0.0&type=5 "Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object.")