Train and monitor your Salesforce Voice reps.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
- Listen In to a Voice Call in Salesforce Voice
To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t.