Omni-Channel Supervisor: Give Supervisors Real-Time Insight (Beta)

Omni-Channel Supervisor brings real-time operational intelligence, all in a handy tab in the Salesforce Console. This feature is available in Salesforce Classic only.
Available in: Salesforce Classic
Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Note

Note

This release contains a beta version of Omni-Channel Supervisor, which means it’s a high-quality feature with known limitations. Omni-Channel Supervisor isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

With Omni-Channel Supervisor, real-time information about your Omni-Channel agents, queues, and work are streamed live into the panel. Yes, you read that right: live. You see waiting times, open work, and more in real time. Omni-Channel Supervisor updates continuously to reflect the most up-to-date data, so you always know how your support center’s doing.

Supervisors can check the health of their call center in real time using the Agents, Queues, and Work tabs. Supervisors can survey the landscape and see what’s open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers.

Agents Tab Omni-Channel Supervisor Agents Tab
Queues Tab Omni-Channel Supervisor Queues Tab
Work Tab Omni-Channel Supervisor Work Tab