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            Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations

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            Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations

            Use Omni Supervisor to monitor all conversations between your Scheduling agent or Agentforce Service agent and a Field Service customer. Once you’ve set up monitoring, you can drill down on any conversation between your agent and the customer.

            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.
            Note
            Note Flagging isn’t available for Autonomous Scheduling so you see both escalated conversations and conversations handled by the agent together.
            1. From the App Launcher, find and select Omni Supervisor.
            2. From the AI Agents tab, select your agent. See Monitor Agentforce Service Agents.
            3. Locate the conversation you’re interested in and click the link in the Conversation Summary column.
              Conversation Summary column in Omni Supervisor
            4. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation.
              Engagement Topics component in Omni Supervisor
             
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