How can a Contact Center Manager see which Service Representatives have not accepted new cases recently using the Lightning Service Console?

• A. Omni-Channel Utility Component
• B. Cases report sorted by Rep and Case Owner
• C. Cases report sorted by Rep and Case Created Date
• D. Omni-Channel Supervisor tab

Answer: (D)

The ability to monitor in real time which agents are not taking on new work is provided by the Omni-Channel Supervisor tab. This tab is the supervisor’s cockpit for Omni-Channel, showing each agent’s current routing state and activity, including whether they are accepting new work items and when they last accepted something. In the Lightning Service Console, you can quickly identify reps who haven’t accepted new cases recently by looking at their status and the time since their last acceptance, enabling you to reassign work or adjust workloads as needed.

The other options aren’t built for this real-time oversight. The Omni-Channel Utility Component is a UI piece for quick access and visibility, not a supervisor-wide view of acceptance activity. Reports sorted by Rep and Case Owner or by Case Created Date provide historical case data and ownership information, but they don’t reflect current or recent acceptance behavior across agents.