Universal Containers wants service managers to see a real-time dashboard to understand the current state of their service teams. The managers should…

The Omni Supervisor console is the designated tool for real-time monitoring of service teams. The Agents tab (referred to as the Service Reps tab in the question) provides a detailed, agent-by-agent view. The All Agents subtab or list view specifically displays each agent's online status, current presence status, the duration they have been in that status, and their workload capacity utilization. This directly addresses all the requirements for the service managers' dashboard.

B. The Wallboard tab with actionable items: The Wallboard displays high-level, aggregated metrics for queues and teams, not the granular, individual agent status information requested by the managers.

C. The Assigned Work tab and Work Summary view: This tab focuses on the details of active work items (like cases or chats) themselves, rather than the real-time presence, login duration, or overall capacity status of individual agents.

1. Salesforce Help - Monitor Your Support Center with Omni Supervisor: This document outlines the core components of Omni Supervisor. It describes the Agents tab as the primary location for viewing agent status and capacity.

Reference: "The Agents tab in Omni Supervisor gives you an at-a-glance view of your agents. See who’s online, what channels they’re assigned to, and their capacity and open work."

2. Salesforce Help - Agents Tab in Omni Supervisor: This page provides specific details on the information available in the Agents tab, confirming it meets the requirements.

Reference: Under the "Agents Tab" section, the documentation confirms that supervisors can view columns for "Status," "Time in Presence Status," and "Capacity," which directly correspond to the requirements of seeing presence status, how long they've been logged in (or in status), and capacity utilization.