To enhance how supervisors interact with reps, customers, and your contact center,
customize Command Center for Service. Because Command Center for Service supports multiple channel types, your
customizations can impact the supervisor experience for other channel types, like
messaging.
Required Editions
- Customize Command Center for Service for Voice
At this point, you've already enabled Command Center for Service. It works. Now it's time to customize Command Center for Service to meet your needs. For example, to provide faster and better service to your customers, enable supervisors to change reps’ queues and skills. Add actions to the Command Center for Service tabs. To change what a group of supervisors sees in Command Center for Service, set up a supervisor configuration. And, to give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app.
- Enable Listen In for Supervisors
Enable supervisors to listen in to any ongoing call from Command Center for Service.
