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Using the Salesforce Omni Supervisor feature

Prerequisite

To learn about and activate the Omni Supervisor feature, see the Set Up Omni Supervisor documentation on Salesforce.

What does it do?

The Salesforce Omni Supervisor feature allows supervisors to monitor the chats of agents under their supervision, see what agents or end users are about to send while they are typing, and communicate with and assist agents using the “whisper” feature.

The Omni supervisor feature can be used concurrently with the Language IO application from the LIO tab.

For agents

When the feature is enabled, agents can flag their supervisor for assistance with the flag icon next to the Translate and Quick Text icon above the text entry field:

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This allows them to use the “whisper” function to communicate with the supervisor:

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Clicking on the flag again reduces the whisper window without closing it. New whispers from the supervisor are notified through a red notification bubble and a notification chime:

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The flag icon turns blue when an agent starts the whisper to request assistance. The flag icon turns back to white when the supervisor “lowers” the flag to signify the agent no longer needs help.

For Supervisors

Supervisors can monitor their agents and their translated conversations through the Omni Supervisor tab:

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In the Action column, they can see the Monitor label next to conversation they can monitor.

A flag appears if the agent started the whisper to request assistance. Clicking the flag clears the request. This turns the icon back to white in the agent’s window.

Clicking the conversation link below the summary opens the LIO tab of the conversation so that the supervisor can check the translated messages:

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Note: It is not possible to show translations in the monitor window for the Supervisor. The only way for supervisors to see the translated conversation is to click the conversation link to open the Language IO component.

Clicking on the Monitor link opens the “whisper” window:

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“Whisper” conversations take place between the agent and supervisor separately from the conversation with the end user, so that they can give or receive assistance, or define responses, before the agent return to the conversation with the end user.

Supervisors typically see the conversation in the end user’s language.

When the whisper conversation is out of focus or reduced, new whispers from the agent are notified through a notification chime.

 

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