Facilitate Training with Service Cloud Voice Transcript Monitoring

Now supervisors can view voice call transcripts as they happen to facilitate training and onboarding. Supervisors can monitor up to five Service Cloud Voice transcripts and chats in Omni-Channel Supervisor. Previously, they could monitor only chats.

Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions. Service Cloud Voice is available for an extra cost as an add-on license in Sales Cloud and Service Cloud.

How: Turn on Conversation Monitoring in Omni-Channel Supervisor Settings.Conversation Monitoring in Omni_Channel Supervisor

View transcripts in Omni-Channel Supervisor. Voice transcripts in Omni-Channel Supervisor