---
schema_version: "1"
id: c46ab27ae50e8a162e2b126aedc71867aea7ac1b5766807126c42ba9ae2b0dfb
title: In-Progress Work Tab Fields
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_supervisor_work_tab_fields.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_work_tab_fields.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2d00a8141873717e486043bf53424d8c64e0d298e55687dd8b08e6764a41f66b
description: Fields for the Command Center for Service In-Progress Work tab.
products:
  - Service Cloud
release: "264"
---
# In-Progress Work Tab Fields

Fields for the Command Center for Service In-Progress Work tab.

### 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>

## 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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d194647e63">Column</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d194647e66">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Queue</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">
              <p>The Omni-Channel-enabled queue used to assign and route the work to the service
                rep.</p>
              <p style="margin-bottom:0;">You can click a queue for more details about its work.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Type</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Salesforce object type for the work, such as Lead, Case, and SOS.</td>

          </tr>
          <tr class="">
            <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Assigned</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Total number of items assigned and waiting in the service rep’s Omni-Channel
              component for acknowledgment.</td>

          </tr>
          <tr class="">
            <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Open</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Total number of items accepted and opened in the service rep’s console.</td>

          </tr>
          <tr class="">
            <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Average Handle Time (AHT)</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">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.</td>

          </tr>
          <tr class="">
            <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Average Speed to Answer (ASA)</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">
              <p>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.</p>
              <p style="margin-bottom:0;">When a service rep accepts a work item, the item is removed from this
                calculation.</p>
            </td>

          </tr>
        </tbody>
      </table>

## 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. |