Fields for the Command Center for Service Skills Backlog tab. The Skills Backlog tab is available only in orgs that use skills-based routing for Omni-Channel.
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Backlog Fields
The Backlog tab shows fields that tell you about pending work items that aren’t assigned to a service rep.
| Column | Description |
|---|---|
| Type | Salesforce object type for the work, such as Lead, Case, or SOS. |
| Details | Information from the assigned compact layout for the object and record type, which provides more context about the work item. |
| INTR | A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work. |
| Skills | The skills assigned to this work item by the PendingServiceRouting. |
| Priority | The priority of the work item. |
| Work Size | The size of the Omni-Channel work item based on the associated routing configuration. |
| Wait Time | The amount of time that the work item has been pending. |
| Requested Time | The date and time when the work item entered the backlog. |
Skills Fields
The Skills view in the Skills Backlog tab shows you all of the pending work items that require the same skill.
| Column | Description |
|---|---|
| Level | The skill level required for this work item. |
| Type | The type of work item, such as case or lead. |
| Details | Information from the object’s primary compact layout that provides more context about the work item. |
| Skills |
The skills assigned to this work item by the PendingServiceRouting. The skill level is shown in the parentheses after the skill. For example, Java (2) indicates that you need a service rep who’s familiar with Java but not an expert. |
| Priority | The priority of the work item. |
| Work Size | The size of the Omni-Channel work item based on the associated routing configuration. |
| Wait Time | The amount of time that the work item has been pending. |
| Requested Time | Date and time when the item was placed in the Omni-Channel-enabled backlog. |