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Change What Supervisors See in Command Center for Service
Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | “Customize Application” |
You can’t add users to supervisor configurations via roles or “Grant Access Using Hierarchies.” Supervisor configurations only support users who are directly assigned to a public group.
- From Setup, enter Supervisor Configurations in the Quick Find box, then select Supervisor Configurations.
- Click New.
- Enter a name for your configuration. The Developer Name populates automatically.
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To assign supervisors to the configuration, select users or their profiles in the Which
Supervisors Are Impacted? section. A user configuration overrides a user profile configuration.
Only users who have a service presence status assigned to them via permission set or profile
appear in the Available Users list.
Note This configuration doesn’t change the supervisors’ access to reps, queues, or skills. It filters what they see on the Command Center for Service tabs only. -
To filter the reps that these supervisors can see in the Service Reps tab of Command Center for Service, add at least one rep or public group in the Select Visible Agents section.
When searching for a public group by name, a maximum of 2,000 public groups appear in the search results.The reps that you select are the ones that supervisors see in Command Center for Service. Command Center for Service shows active and inactive reps. Your selections also filter the data used to calculate the metrics on the Wallboard tab.
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To filter the AI agents that these supervisors can see in the Agentforce Agents tab of
Command Center for Service, add at least one agent in the Select Visible Agentforce Agents section.
The AI agents that you select are the ones that supervisors see in Command Center for Service.
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To filter queues from the Queues Backlog and In-Progress Work tabs, select at least one
queue in the Select Visible Queues section.
For example, to provide better support for cases from top accounts, filter the Queues Backlog tab to show only those accounts. These selections filter the data used to calculate the metrics on the Wallboard tab.
When a supervisor changes queues assigned to reps, only the queues specified in their supervisor configuration are shown. If there’s no supervisor configuration for that supervisor, all queues are shown.
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To filter skills from the Skills Backlog tab, select the skills in the Define Visible
Skills section. You also have to specify whether to show work items with at least one
specific skill or all specified skills.
These selections filter the data used to calculate the metrics on the Wallboard tab.You can select up to 30 skills.
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To show an action in an Command Center for Service tab, in the Define Actions section, select the tab,
and then move the action to the Selected Actions column.
The Define Actions section shows system and custom actions. You can add up to 10 actions on each tab. Use the Up and Down arrows to reorder the selected actions.Note If you add a custom action in the supervisor configuration, to see the action in Command Center for Service, a supervisor either needs the "Run Flows" user permission, the Flow User field enabled on their user detail page, or access to the flow if Override default behavior and restrict access to enabled profiles or permission sets is selected for the flow.
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To select the visible tabs in Command Center for Service, scroll to the Define Visible Tabs
section and move tabs to the Selected Tabs list.
Tabs appear in Command Center for Service in the order shown in the Selected Tabs list. You can create custom tabs via the Lightning App Builder, using the Command Center for Service Page page type. This feature is available only in Enhanced Omni-Channel.
- To give your reps more privacy, select Hide the agent timeline from these supervisors.
- Click Save.
