Use Agentforce Scheduling Supervisor View in the Legacy Agentforce Builder

Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed.

Before you begin, make sure to assign the required permissions.

With Agentforce Scheduling Supervisor View, dispatchers can easily monitor real-time conversations between AI agents and customers in one place. They can use this view to track scheduling requests and customer responses and make sure agents complete tasks effectively. When a representative is needed, dispatchers can also step in and take over escalated conversations.

For example, a technician calls in to say that they can't make it to their 5:30 PM appointment. The dispatcher needs to move the appointment, so they click the Rebook with Agentforce action in the Classic Dispatch Console. A few hours pass, and the dispatcher wants to know what's happening with the appointment. Was it rebooked? Did the customers reply? Did they confirm a new time? The dispatcher clicks the Agentforce Scheduling Supervisor View icon where they can see the status of the conversation linked to the service appointment.

Agentforce Scheduling Supervisor View includes three tabs that show information related to live, escalated, and completed conversations. For each conversation, it shows information related to the linked service appointment, service territory, account, and contact. It also shows the messaging session linked to the service appointment and other relevant details.

• Considerations for Agentforce Scheduling Supervisor View in the Legacy Agentforce Builder
  Review important considerations for using Agentforce Scheduling Supervisor View.
• Work with Agentforce Scheduling Supervisor View for Field Service in the Legacy Agentforce Builder
  View real-time scheduling conversations to track scheduling requests and escalations.