Fields for the Command Center for Service In-Progress Work tab.
Required Editions
| View supported editions. |
In-Progress Work Summary Fields
The In-Progress Work Summary view in the In-Progress Work tab contains fields that show you how work items are being handled.
| Column | Description |
|---|---|
| Queue |
The Omni-Channel-enabled queue used to assign and route the work to the service rep. You can click a queue for more details about its work. |
| Type | Salesforce object type for the work, such as Lead, Case, and SOS. |
| Assigned | Total number of items assigned and waiting in the service rep’s Omni-Channel component for acknowledgment. |
| Open | Total number of items accepted and opened in the service rep’s console. |
| Average Handle Time (AHT) | Average amount of time the service rep’s open items have been open. It’s calculated using the difference between “now” and when the item was accepted. |
| Average Speed to Answer (ASA) |
Average amount of time an item is waiting before a service rep accepts it. It’s calculated using the difference between the time the work was requested and accepted. When a service rep accepts a work item, the item is removed from this calculation. |
Work Detail Fields
The Work Details view in the In-Progress Work tab contains fields that provide information about the work items in the queue.
| 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. |
| Agent | The name of the service rep assigned to the work. |
| Requested Time | Datetime the item was assigned to the queue. |
| Assigned Time | Datetime when Omni-Channel pushed and assigned the item into the service rep’s Omni-Channel component. |
| Handle Time | Amount of time the item has been open with the service rep. It’s calculated using the difference between “now” and when the service rep accepted the work. |
| Speed to Answer | How quickly the service rep opened the assigned item. It’s calculated as the amount of time between when the work was requested and when the service rep accepted it. |