Configure Omni-Channel Supervisor

Note: This configuration step is only required for SCV. Proceed to the next topic.

Listen-in through Omni-Channel Supervisor allows permitted users to monitor the audio of agent calls. Some permissions and configuration steps are necessary before a user may be permitted to monitor a call.

In order for a supervisor to be permitted to listen-in or coach:

  1. Add the user as a 'Contact Center Supervisor' in addition to the 'Contact Center Agent (Partner Telephony)' permission set, refer to the Salesforce documentation on assigning contact center permission sets.

    Note: Administrators assigned with the 'Contact Center Admin (Partner Telephony)' permission set can monitor by default and do not need additional permissions.

  2. Have the Omni-Channel utility available for the user.

  3. Add the user to the SCV Contact Center as described in the previous installation step.

  4. Assign the user to a managed group as described in the previous installation step.

  5. Add Omni-Channel Supervisor to a Lightning console app.