|Available in: Salesforce Classic|
|Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions|
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.