December 29, 2020

How to monitor/view tabs/workitems opened by Agents via Omni-Channel Supervisor Tab in Salesforce?

1. Enable Conversation monitoring in Supervisor Settings.


2. In Supervisor Tab, expand an agent to Monitor/View the Chats.

3. To view the Conversation, click Monitor link.



Note:
Even though the Agent ended the chat, the capacity is not released. Capacity will be released once the Agent closes the Tab.

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