Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

The Omni-Channel Supervisor tab is the designated feature within the Lightning Service Console for managers and supervisors to monitor their team's activities in real-time. It provides a consolidated view of agent presence statuses (such as "Available" or "Busy"), their current work capacity, and the items they are actively handling. This allows a manager to instantly identify which agents are free to take on new cases, ensuring efficient workload distribution and timely customer service. The supervisor tab is specifically designed for this live monitoring and management purpose.

A. Omni-Channel Analytics: This tool is used for analyzing historical performance data and trends over time, not for live, real-time monitoring of agent availability.

B. Omni-Channel Utility component: This is the component used by individual agents to manage their own presence status and accept or decline incoming work items. It does not provide a team-wide view for a manager.

1. Salesforce Help Documentation: Monitor Your Contact Center with Omni-Channel Supervisor. This document explicitly states, "Omni-Channel Supervisor is the go-to place for supervisors to see all the information about their agents’ work... See which agents are online, what their status is, and when they last accepted work." This directly supports the use of the Supervisor tab for viewing agent availability.

2. Salesforce Trailhead: Omni-Channel for Lightning Experience module, Supervise Your Agents with Omni-Channel Supervisor unit. This educational module describes the feature: "Omni-Channel Supervisor is a tool that lets [supervisors] check on the health of their call center... They can see information about their agents, queues, and work, all in real time."

3. Salesforce Help Documentation: Omni-Channel Supervisor Tab Reference. This reference guide details the "Agents" tab within the Omni-Channel Supervisor, which lists all agents and shows their "Status" and "Capacity," directly answering the question's requirement.