Omni-Channel monitoring for Service agents
Key Takeaway
Supervisors watch active Service agent conversations on the Agentforce tab in Command Center for Service (Enhanced Omni-Channel only). Flagged conversations appear at the top, and clicking "Monitor" lets a supervisor transfer the work to a service rep or lower the flag.
Agentforce Service agents are AI agents that talk with customers. Supervisors need a way to check their work and step in when needed. Omni-Channel monitoring gives supervisors an Agentforce tab in Command Center for Service. On that tab, they can watch active conversations, spot conversations where a Service agent asked for help, and hand the work to a human service rep.
Where supervisors monitor Service agents
Supervisors monitor the messaging sessions between Service agents and customers on the Agentforce tab in Command Center for Service. Their goal is to make sure the Service agents provide quality service.
Omni-Channel monitoring works with Enhanced Omni-Channel only. If a supervisor doesn't see the Agentforce tab in Command Center for Service, they should talk to their admin.