Monitor Real-Time Conversations Between AI Agents and Customers
Supervisors can now monitor live messaging sessions between AI-powered Agentforce Service Agents and customers in Omni Supervisor, ensuring better service quality and intervention when needed.
Key Features:
- Live AI Agent monitoring for enhanced customer interactions.
- Raise Flag Action to notify supervisors when human support is required.
- Reassign conversations to service reps when AI needs assistance.
How To Use It
:1. Enable AI Agent Monitoring in Omni Supervisor.
2. Add the Raise Flag Action to AI Agents for supervisor notifications.
3. Supervisors can view active conversations and transfer them when needed.
Available in: Enterprise, Performance, Unlimited, and Developer Editions (with Einstein for Service, Einstein Platform, or Agentforce Service Agent add-on).
Expected Release: Not part of the initial Spring ’25 release but may be included later.