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            Supervise and Train Reps on Salesforce Voice

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            Supervise and Train Reps on Salesforce Voice

            Train and monitor your Salesforce Voice reps.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            • Listen In to a Voice Call in Salesforce Voice
              To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t.
             
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            Salesforce Help | Article