Get Started with Agentforce Scheduling Supervisor View in the New Agentforce Builder for Field Service
Learn about Agentforce Scheduling Supervisor View.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
Before you begin, make sure to assign the required permissions.
With Agentforce Scheduling Supervisor View, dispatchers can easily monitor real-time conversations between AI agents and customers in one place. They can use this view to track scheduling requests and customer responses and make sure agents complete tasks effectively. When a representative is needed, dispatchers can also step in and take over escalated conversations.
Agentforce Scheduling Supervisor View includes three tabs that show information related to live, escalated, and completed conversations. For each conversation, it shows information related to the linked service appointment, service territory, account, and contact. It also shows the messaging session linked to the service appointment and other relevant details.
Considerations and Limitations for Agentforce Scheduling Supervisor View
Review these limitations and considerations.
- The view is supported only for these Field Service standard agent actions that use the
Engagement Topic object. This object links between service appointments and messaging sessions.
- Schedule Appointment for Field Service
- Cancel Appointment for Field Service
Conversations that use other agent actions aren't included and don't show up in the view.
- If you create custom agent actions that include the Engagement Topic object in the flow, you can see conversations that use these actions.
- If you remove the Engagement Topic elements from these flows, conversations don't show
up in the view.
- Field Service: Schedule Service Appointment flow
- Field Service: Cancel Service Appointment flow
- Field Service: Notify Customer flow
Here’s an example of the Engagement Topic object included in the Field Service: Cancel Service Appointment flow.
- Each messaging session that shows in this view is linked to a service appointment via the Engagement Topic object. When a messaging session references multiple service appointments, each service appointment is linked to that messaging session via a separate Engagement Topic record and shows as a separate conversation in the view.
- When a conversation includes scheduling changes to multiple service appointments and only one of the linked appointments requires escalation, the Escalated Conversations tab shows escalations for all the appointments discussed in that conversation.
- The time zone of each conversation is based on the time zone of the service appointment’s service territory.
- The view shows only conversations that are linked to service appointments.
- The view shows conversations based on the service territories loaded on the Gantt. If none were loaded, or if the view wasn't opened directly from the Gantt, it shows conversations for all the service territories that the user has access to.
- The view shows conversations only from the last 72 hours.
- Each tab shows up to 1,000 conversations. If there are more than 1,000 conversations, the tab counter shows the total number. For example, if you have 2,000 conversations, the view shows the 1,000 most recent ones, but the number at the top of the tab shows 2,000.
