Customer Signals Intelligence brings real-time sentiment insights to voice calls. Now your service team gets the same visibility for calls that it has for case and messaging. Reps see sentiment shift as a voice conversation unfolds, and supervisors use trend data across calls to make data-driven staffing decisions. This visibility helps your team maintain service consistency and handle high-pressure voice interactions with confidence.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with the Customer Signals Intelligence add-on and either the Agentforce for Service or Agentforce 1 add-on. You also need the Service Planner and Adaptive Experience add-ons.
Who: To set up real-time insights for voice calls, you need the Data Cloud Admin, Agentforce Default Admin, and Service Planner Builder permission sets. To view real-time insights during voice calls, you need the Data Cloud User, Access Agentforce Default Agent, and Service Planner User permission sets.
How: Real-time sentiment insights for voice calls require Service Assistant for Voice, which you set up from the Voice tab of the Service Assistant Setup page. After you set up eligibility criteria for voice and user access, go to Customer Signals Intelligence Setup and from Real-Time Insights turn on real-time insights for the Voice channel.