---
schema_version: "1"
id: 6fd389c515a4199657d41855f3b37a2529cdcdaf313c15415c1b48d3280cc421
title: Monitor Your Voice-Enabled Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/monitor_voice_enabled_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.monitor_voice_enabled_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6389ce4bf7dcfeffb9afcf9581310aa07bec55e76439369f38ae816331d3a562
description: To boost service quality, supervisors can monitor the voice-enabled agents on active calls by using Omni Supervisor. They can also monitor agent performance over time by using agent analytics reports and dashboards.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Monitor Your Voice-Enabled Agent

To boost service quality, supervisors can monitor the voice-enabled agents on active calls by using Omni Supervisor. They can also monitor agent performance over time by using agent analytics reports and dashboards.

## Monitor Agents with Omni Supervisor

To make sure that your voice-enabled agent consistently delivers high-quality service to customers over the phone, supervisors can monitor the call transcripts in the Agentforce tab of Omni Supervisor. The Agentforce tab shows a list of agents on active calls. If you’re using a supervisor configuration, confirm that the Agentforce tab and the Agentforce Service agents are visible in Omni Supervisor.

![The Agentforce tab shows an agent on a call and the transcript](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_omni_supervisor.png)

See [Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_monitor_service_agents.htm&language=en_US).

## Monitor Agent Performance with Agentforce Analytics

Agent Analytics: Seeing the overall picture

The Agent Analytics tool records every step of an AI conversation from start to finish. It gathers all the details from your agent's sessions into one place so you can see exactly how they’re performing over time. By looking at these records, you can spot general trends and use the data to make sure that your agents stay helpful and efficient. See [Get Insights with Agent Analytics](https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_use.htm&release=264.0.0&type=5 "Monitor agent performance in Agentforce Studio with Agent Analytics dashboards, then open Sessions & Intents to audit transcripts, compare intents, and address low-quality sessions.").

Agent Optimization: Fixing specific problems

The Agent optimization tool helps you improve how the agent talks to your customers. You can listen to the recordings of the voice calls, dive into the details of conversations, and review quality scores. You can find knowledge gaps where the AI didn't have the right answer. Review specific examples and quality scores to get insights for optimizing your voice-enabled agent. See [Use Agent Optimization](https://help.salesforce.com/s/articleView?id=ai.generative_ai_optimize_use.htm&release=264.0.0&type=5 "Use Agent Optimization to drill into sessions, analyze quality scores, and identify patterns to improve your agent's performance.").