---
schema_version: "1"
id: 2eb19c684110fe7b50e634ebb9575ee616b63b7f63b0329294d8ccdb4281d62c
title: Get to Know the Command Center for Service Tabs
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_supervisor_tabs_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_tabs_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a91bb0b4b2b788c91d004f970907aa4e628f9d28eb567b383519cb05fd5e17ca
description: Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers.
products:
  - Service Cloud
release: "264"
---
# Get to Know the Command Center for Service Tabs

Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers.

### 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>

Administrators can [configure which tabs are shown and in which order](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5 "Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors."). They can also create [custom Command Center for Service tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5 "Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.") that have their own components or dashboards.

Command Center for Service tabs are shown based on the type of routing that is set up in your org.

   
| Tab | Only queue-based routing | Both queue-based routing and skills-based routing | External routing |
| --- | --- | --- | --- |
| Wallboard | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) |
| Service Reps |   |   |   |
| Queue Backlog | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) |
| In-Progress Work | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) |
| Skills Backlog | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_crossmark.png) |
| Agentforce | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) |
| Reports | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.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 If queue-based or external routing is set up, the Service Reps tab doesn't show the Skills column. Depending on how your administrator set up your Command Center for Service, you might not see all Command Center for Service tabs or action buttons either.

- **[Wallboard Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_wallboard_tab.htm&release=264.0.0&type=5)**  
    View a snapshot of how your service reps are keeping up with their contact center workload. The Wallboard tab shows key metrics for the service reps and work that you manage. The wallboard shows metrics for work items that are routed using queues or skills. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated supervisor configuration.
- **[Service Reps Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_agents_tab.htm&release=264.0.0&type=5)**  
    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.
- **[Queues Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_queues_tab.htm&release=264.0.0&type=5)**  
    Gauge your backlog with the Command Center for Service Queues Backlog tab. The Queues Backlog tab is shown if either queue-based routing or external routing for Omni-Channel is enabled in your org.
- **[In-Progress Work Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_work_tab.htm&release=264.0.0&type=5)**  
    Take a stroll through the work items that are making their way through your queues and onto your service reps’ screens, using the In-Progress Work tab in Command Center for Service.
- **[Skills Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab.htm&release=264.0.0&type=5)**  
    See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org.
- **[Agentforce Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_ai_agents_tab.htm&release=264.0.0&type=5)**  
    Monitor active enhanced messaging conversations with Agentforce Service Agents. In this tab, you can view the conversations between them and your customers in real time. You can also identify which Service agent needs help by looking for raised flags.
- **[Reports Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_reports_tab.htm&release=264.0.0&type=5)**  
    Quickly gain comprehensive insights into historical contact center and representative performance using the reports in Command Center for Service. Leverage this information to strategize, make data-driven decisions, and take immediate actions to enhance team efficiency, contact center operations, and customer satisfaction. For instance, use the reports to identify trends in case volume, and then optimize resource allocation to manage contact center costs.