The Agentforce tab contains fields that provide information about the Service agents’
current work. To filter the results for a specific agent, select the box with the agent’s name
above the table.
Required Editions
| Column |
Description |
| Name |
The name of the AI agent. |
| Flag |
Indicates whether the AI agent raised a flag to get help from a supervisor. The
Raise Flag for Supervisor action triggers the
flag.
|
| Action |
To view the conversation between the AI agent and customer, click
Monitor. If needed, from that page, you can transfer the work
to a rep or lower the flag.
|
| Conversation Summary |
Details about the conversation, which comes from the assigned compact layout for
the object and record type. |
| Channel |
The service channel that the customer used to contact you, such as the Messaging
or Email channel. |
| Conversation Length |
The duration of the conversation. |
