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Supervise and Train Reps on Salesforce Voice
Train and monitor your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) reps.
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- Train Your Reps on Salesforce Voice
Use these resources to help your contact center reps become familiar with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)’s softphone and features. Some features may differ depending on what features your telephony provider offers. - Listen In to a Voice Call
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. - Interrupt a Voice Call with Supervisor Barge-In
To quickly respond to a rep's flag or to deescalate an ongoing voice call, barge in and take over the call. - Change Reps or Groups Assigned to Voice Queues
If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only. - Change Reps Assigned to Groups
When Queue Management is enabled, supervisors can reassign reps to contact center groups on the fly. For example, if a queue gets swamped with calls and reps are running at capacity, a supervisor can reassign a group of reps from another queue. You can’t reassign reps from different contact centers at the same time. Instead, make changes to each contact center separately. - Analyze Call Recordings for Insights
Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more. - View Real-Time Metrics about Your Amazon Connect Contact Center
To get the latest metrics about your contact center, open Amazon Connect’s Real-Time Metrics dashboard directly from Command Center for Service. The dashboard shows key metrics such as the reps online, handled and abandoned calls, and more. - Track Contact Center KPIs with the CRM Analytics App
Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information.
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