Customizing Monitored Agents and Visible Tabs in Command Center for Service

To customize the supervisor experience, create or modify a "Supervisor Configuration" by following these steps:

1. In Setup, type "Supervisor Configurations" in the Quick Find box and select Supervisor Configurations.
2. Click New to create a new "Supervisor Configuration", or Edit an existing one.
3. Enter a Command Center for Service Config Name and API Name.
4. In the Who are the supervisors? section, assign the users or profiles that require this configuration.
   Note: Only users with Service Presence Statuses assigned (via permission sets or profiles) can be selected.
   Logic: User-specific "Supervisor Configurations" override profile-level configurations.
5. In the Select Visible Agents section, add the Public Groups containing the agents you want the supervisor to monitor. A supervisor can only see agents who are members of the selected groups.
6. In the Define Visible Tabs section, add, remove, or reorder the tabs displayed in Omni-Supervisor. You may also include custom Lightning pages as additional tabs.
7. Click Save.