Service-Con-201 Omni Channel Practice Question
Universal Containers utilizes Omni-Channel Supervisor. Which TWO real-time metrics can a supervisor view on the Queues Backlog tab? (Choose two.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Oldest work item wait time in the queue
The Queues Backlog tab in Omni-Channel Supervisor displays real-time queue metrics such as queue name, number of items waiting, and oldest wait time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Oldest work item wait time in the queue
Why this is correct
Displays how long the longest-waiting item has been in the queue.
- ✗
Total closed cases count for the shift
Why it's wrong here
Closed counts are historical performance metrics.
- ✗
Agent average handle time for the past month
Why it's wrong here
Handle time over a month is historical reporting, not a real-time queue backlog metric.
- ✗
Average agent login duration
Why it's wrong here
Login duration is tracked in agent reports, not queue backlog views.
- ✓
Number of work items waiting in the queue
Why this is correct
Shows backlog depth in real time.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 318 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.