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            Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder

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            Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder

            Before using Omni Supervisor or Omni-Channel, set up the Messing Session object’s page layout to display engagement topics.

            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.
            1. Add the Engagement Topics related list to the Messaging Session object’s page layout.
              1. From Setup, click Object Manager.
              2. In the Quick Find box, find and select Messaging Session.
              3. Click Page Layouts.
              4. From Related Lists, drag Engagement Topics into the Related Lists section.
              5. Save your changes.
            2. Create a new Lightning app.
              1. From Setup, in the Quick Find box, enter Lightning, and then select Lightning App Builder.
              2. Click New.
              3. Select Record Page and click Next.
              4. Enter a label, for example, Messaging Session Record Page.
              5. For Object, find and select Messaging Session, then click Next.
              6. Select the Header and Right Sidebar template and click Done.
              7. From Components, drag Engagement Topics onto the page.
                Engagment Topics component in Lightning App Builder
              8. Save your changes and activate the component.
            3. Set up Omni Supervisor.
            4. We recommend adding the Omni-Channel component to a Lightning app to view it as a sidebar. If you don’t add the sidebar component, you can still view escalated conversations from the Omni-Channel utility bar.
             
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