Let's talk about another cool feature that comes with Omni-Channel: the Omni Supervisor app.
You can access this from the App Launcher. It provides us with an effective way to monitor an agent's work in real time, as well as their queues backlog and assigned work and skills backlog:
Omni-Channel Supervisor agents view
By clicking on an agent, we can look at all the details of their work:
Agent capacity details on the Omni-Channel Supervisor page
For a detailed list of what we can review from this page, please refer ...
