---
schema_version: "1"
id: 094ba81aa5863e6b0bd133379eceb6b60c423c1df01ca4ce231d1b10ff15677e
title: Monitor Agentforce Service Agents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_monitor_service_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_monitor_service_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9895306aa2c8fdcdff4cc09d7611e7f7f64910aa79752c4fbef1640c263aac45
description: To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag.
products:
  - Service Cloud
release: "264"
---
# Monitor Agentforce Service Agents

To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note This feature is available with Enhanced Omni-Channel only.

1. In Command Center for Service, open the Agentforce tab.
    
    The table in the Agentforce tab shows all active conversations, showing up to 100 conversations at a time. If you don’t see the Agentforce tab, talk to your admin.
    
    ![The Agentforce tab shows a list of conversations with AI agents.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_command_center_for_service_ai_agent_tab.png)
2. To determine which Service agents require your attention, look for the flag. Conversations with raised flags appear at the top of the list.
3. If the conversation no longer requires attention, click **Lower** to lower the flag.
4. To see how many active conversations each AI agent is handling, look at the boxes above the table.
5. To filter the list of conversations by agent, select one of the agent’s boxes above the table.
    
    For example, to view conversations for a Service agent, click the box with their name. The Agentforce tab can show conversations for up to 10 Service agents. If there are more agents, the top 10 agents with the most conversations appear in the tab.
6. To view an active conversation between an AI agent and a customer, click **Monitor**.
7. If the AI agent needs help from a service rep, click **Transfer to Rep** in the conversation.
    
    The Transfer to Rep button invokes the outbound flow assigned to the Service agent. The flow routes the work item to the Service rep and the Service agent leaves the conversation.

#### See Also

- [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US)
- [Set Up a Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&type=5&language=en_US)