To ensure that Service agents are providing quality service, monitor the messaging
sessions between them and your customers. To focus on conversations that require your
intervention, check out the ones with a raised flag.
Note This feature is available with Enhanced Omni-Channel only.
In Command Center for Service, open the Agentforce tab.
The table in the Agentforce tab shows all active conversations, showing up to
100 conversations at a time. If you don’t see the Agentforce tab, talk to your admin.
To determine which Service agents require your attention, look for the flag.
Conversations with raised flags appear at the top of the list.
If the conversation no longer requires attention, click Lower to
lower the flag.
To see how many active conversations each AI agent is handling, look at the boxes above
the table.
To filter the list of conversations by agent, select one of the agent’s boxes above the
table.
For example, to view conversations for a Service agent, click the box with their name.
The Agentforce tab can show conversations for up to 10 Service agents. If there are more
agents, the top 10 agents with the most conversations appear in the tab.
To view an active conversation between an AI agent and a customer, click
Monitor.
If the AI agent needs help from a service rep, click Transfer to
Rep in the conversation.
The Transfer to Rep button invokes the outbound flow assigned to the Service
agent. The flow routes the work item to the Service rep and the Service agent leaves the
conversation.
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