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hello everyone in this video we are
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going to see how to allow Salesforce
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omni channel supervisors to view AI
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conversations if you have a requirement
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where you wanted your Salesforce omni
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supervisors to view the conversation
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that is happening between agent force
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agent and the end users then we can make
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you use of omni superupervisor tab the
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first step is we have to enable enhanced
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omni channel in order
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to view the conversation between agent
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force agents and the end
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users we have to enable enhanced omni
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channel routing so go to Salesforce
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setup go to omni channel settings and
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then enable enhanced omni channel
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enabled if you go to your Omni
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supervisor tab you should see a tab with
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agents from this particular AA agents uh
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tab the Omni supervisors will be able to
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access and view the conversation between
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agent force agents and the end user
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let's see a demo so here as a end user
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I'm initiating a chat
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my agent force agent got connected uh as
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an end user I'm going to ask for uh uh
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some uh help on canceling the
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order i would like to cancel my order
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help now my agent force agent
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uh I have set up a data library so it
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will go and fetch the knowledge article
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and then it should display let's see it
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that okay so this is coming from my
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knowledge article and I was able to see
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the conversation as a supervisor if I
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wanted to monitor so I have to go to
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omni supervisor tab i have to select a
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agents tab i have to click the monitor
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uh link and then I should be able to
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view the conversation that is happening
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supervisor if you feel something is uh
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um some help is needed from the human
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agent then you can click transfer to rep
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and if the reps are available they
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should be able to receive
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session i hope it was helpful
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thank you for watching
