In Salesforce, by default, the Omni-Channel Supervisors can view all the Online agents. The Supervisors can view Offline agents if they have access to the Agents respective Service Resource records. ....
Raise Flag in Salesforce Omni-Channel feature will help an agent to send a request for help (raise a flag) to a supervisor. 1. In an active Voice Call, agent can ....
1. Check the Service Resource OWD. If it is private, make sure the affected users have access to the records. 2. Next, check whether Active check box is enabled on ....
Using Omni Supervisor, Agents Supervisors can view agents assigned Queues and Skills. Also, they can update the Skills and Queues assignments directly from the Omni-Supervisor panel using Change Queues and ....
1. Create a Public Group. 2. Assign Users to the Public Group. 3. Go to Supervisor Configurations under Setup. 4. Click New. 5. Enter the Details. 6. Select the Supervisor Profiles. ....
1. Agents by Queue TabThe Agents by Queue tab provides information about how well your queues are covered. Every queue that has at least one agent that's Online or Away ....
1. Check the below article.https://help.salesforce.com/articleView?id=000316800&language=en_US&type=1&mode=12. Make sure the user is Service Cloud user.3. Make sure the user is Chat User.4. Also, use the Supervisor tab(very handy) to check the Agent's ....
