Monitor Autonomous Scheduling in the New Agentforce Builder

You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

Understanding Messaging Sessions and Service Appointments in the New Agentforce Builder
Learn about how engagement topics connect between messaging sessions and service appointments.
Set Up Monitoring for Autonomous Scheduling in the New Agentforce Builder
Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics.
Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations in the New Agentforce Builder
Use Omni Supervisor to monitor all conversations between your Scheduling agent or Agentforce Service agent and a Field Service customer. After you’ve set up monitoring, you can drill down on any conversation between your agent and the customer.
Use Omni-Channel to Handle Autonomous Scheduling Escalations in the New Agentforce Builder
After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar.
Use Agentforce Scheduling Supervisor View in the New Agentforce Builder for Field Service
To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers.