Service-Con-201 Omni Channel Practice Question
Universal Containers wants to ensure that supervisors can view agent status durations—such as how long an agent has been in the 'On Break' status. Where is this metric viewed?
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
✓
Omni-Channel Supervisor Dashboard / Agents Tab
Omni-Channel Supervisor provides real-time tabs and metrics showing agent status durations, active workloads, and queue wait times.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Omni-Channel Supervisor Dashboard / Agents Tab
Why this is correct
The Agents tab in Omni-Channel Supervisor displays current status and duration.
- ✗
Lightning Console Utility Bar
Why it's wrong here
The utility bar is for agent interaction, not supervisor monitoring.
- ✗
Standard Case Reports
Why it's wrong here
Standard case reports do not show real-time agent presence duration.
- ✗
User Detail Page History Related List
Why it's wrong here
User detail history tracks field changes, not real-time Omni-Channel presence intervals.
About these practice questions
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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.