sf-afcc-agentforce-voice-agent

name	sf-afcc-agentforce-voice-agent
description	Configure an Agentforce Voice agent on native Salesforce Voice in Agentforce Contact Center. Use when connecting an Agentforce Service Agent to Telephony, building the inbound routing and escalation Omni-Channel flows, tuning voice settings (voice profile, stability, pronunciation), and enabling seamless escalation to a human rep with full context.
disable-model-invocation	true

AFCC Agentforce Voice Agent

Use This Skill When

• You have a dial-ready native Voice channel and want an Agentforce Voice agent to handle inbound calls.
• You need to connect an Agentforce Service Agent to the Telephony channel and route calls to it.
• You need an escalation path from the AI agent to a human rep on the General Voice queue.
• You need to tune the spoken experience (voice profile, stability, pronunciation, key-term prompting).

Prerequisites

• Voice channel live and activated (sf-afcc-voice-channel-setup).
• Data 360 (Data Cloud) enabled — required for Agentforce Voice. Enable OAuth username-password flows, then run the Data 360 setup automation or manual setup (~60 min to activate).
• Enhanced Omni-Channel enabled (required for Omni-Channel flows / IVR).

Core Workflow

1. Create the Agentforce Service Agent
   • Fast path: App Launcher > Q Branch > Demo Wizard > Agentforce Demos > run the Service Cloud | Agentforce Service Agent Q-Brix (preconfigured for Account/Case/Order management), OR
   • From scratch: Setup > Agentforce Agents > toggle Agentforce On > + New Agent > Agentforce Service Agent; configure details, data source, Topics, Instructions, and Actions.
2. Connect the agent to Telephony
   • Setup > Agentforce Agents > your agent > dropdown > Open in Builder > Connections.
   • If no Telephony connection exists, New > select Telephony > Add to Agent.
   • Activate the agent (Ignore & Activate) so it appears in the routing flow you build next.
3. Build the inbound routing flow
   • Setup > Flows > New Flow > Omni-Channel Flow.
   • Add a Route Work element under the Start element with: Label Route to Agentforce Voice Agent; API Name Route_to_Agentforce_Voice_Agent; Record ID Variable = new Text variable recordId (Available for Input); Service Channel = Phone; Route To = Agentforce Service Agent; select your agent; Fallback Queue = General Voice.
   • Save flow: Label Agentforce Voice - Route to Voice Agent, API Agentforce_Voice_Route_to_Voice_Agent. Activate.
4. Associate the inbound flow to the Voice channel
   • Setup > Communication Channels > dropdown next to Voice > Edit > Omni-Channel Routing > Edit: Routing Type = Omni-Flow; Flow Definition = Agentforce Voice - Route to Voice Agent; Fallback Queue = General Voice > Save.
5. Build the escalation flow
   • New Omni-Channel Flow > Route Work element: Label Agentforce Voice - Escalate to Queue; API Agentforce_Voice_Escalate_to_Queue; Record ID Variable = recordId (Text, Available for Input); Service Channel = Phone; Queue ID = General Voice. Save (same label/API) > Activate.
6. Complete Telephony voice configuration
   • Open the agent in Builder > Connections > Telephony. The Inbound Routing Flow is auto-populated (no action).
   • Deactivate the agent to edit Telephony config.
   • Escalations: Escalation Flow = Agentforce Voice - Escalate to Queue; Escalation Message e.g. "One moment while I transfer you to an expert for further assistance." Save.
   • Voice Settings > Basic: select a Voice (use Voice Preview). Advanced: tune Speed, Similarity, Stability (Stability ≥ 0.80 recommended for a consistent voice); set Pronunciation and Key-term Prompting as desired. Save.
   • Activate the agent (Ignore & Activate).

Guardrails

• When designing the agent's Topics, Instructions, and Actions, always ground the design in the official GenAI API references before building (see Additional Resources).
• Set Stability to at least 0.80 — the 0.5 default causes inconsistent tone across calls.
• Native AFCC uses one Voice Call record for both the AI and rep legs (re-queued on transfer); recordings split into AI-leg and rep-leg (use next/previous recording). DTMF IVR audio is not transcribed or recorded.
• If escalation never transfers, verify the General Voice routing configuration and try removing/rebuilding the Screen Pop action in the route-to-work flow (see sf-afcc-troubleshooting).
• The agent must be Active to appear in routing flows, but must be Deactivated to edit Telephony escalation/voice settings — follow the activate/deactivate sequence above.

Deliverables

• An active Agentforce Voice agent connected to Telephony with inbound routing and escalation flows.
• Tuned voice settings (profile, stability ≥ 0.80, pronunciation).
• A validated call: AI handles the call, escalates to a rep with full context on a single Voice Call record.

Additional Resources

• REQUIRED before building agent Topics/Actions/Instructions: GenAI API — https://developer.salesforce.com/docs/einstein/genai/references/about/about-genai-api.html
• Add IVR/media: sf-afcc-ivr-flow, sf-afcc-media-management. Summaries: sf-afcc-agentforce-for-service. Monitoring: sf-afcc-command-center.
• Pair with sf-flow for Omni-Channel flow construction and sf-ai-agentforce/sf-ai-agentscript for agent authoring.