Configure Command Center for Service (supervisor experience) in Agentforce Contact Center. Use when setting up Supervisor Configurations, choosing visible tabs and visible Agentforce agents for monitoring/listen-in, and installing the Command Center Service reports and dashboards (including the Voice Calls report-type conflict workaround).
Instalação
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Configure Command Center for Service (supervisor experience) in Agentforce Contact Center. Use when setting up Supervisor Configurations, choosing visible tabs and visible Agentforce agents for monitoring/listen-in, and installing the Command Center Service reports and dashboards (including the Voice Calls report-type conflict workaround).
disable-model-invocation
true
AFCC Command Center (Supervisor)
Use This Skill When
You need supervisors to monitor queues, reps, and Agentforce Voice sessions (wallboard, calls in queue, flag raise, whisper, listen-in).
You need to swap demo-data tabs for tabs that use real org data.
You need to control which Agentforce agents are visible for monitoring.
You need the Command Center Service reports and dashboards to install and display correctly.
Prerequisites
Supervisor permission set assigned (Agentforce Contact Center Supervisor (Salesforce Voice)).
For Agentforce Voice session monitoring, the Agentforce Voice agent must be configured (sf-afcc-agentforce-voice-agent).
Core Workflow
Configure visible tabs
Setup > Supervisor Configurations > create a new configuration or edit the existing one.
Under Define Visible Tabs, add/remove until Selected Tabs match your target (e.g., Wallboard, Queues, Agentforce sessions, rep monitoring). Note: SDO tabs marked with * contain demo data — swap for real-data tabs where needed.
Set visible Agentforce agents
In the same configuration, under Select Visible Agentforce Agents, choose which agents display for monitoring/listen-in.
Install Service reports & dashboards
Open the Command Center Reports tab. If reports error, run the install from Setup > Service Cloud Reports.
Resolve the Voice Calls report-type conflict
A report type SDO_Service_VoiceCalls labeled Voice Calls conflicts with an out-of-the-box report type of the same name.
Setup > Report Types > rename the existing org report type from "Voice Calls" to something unique (e.g., "Voice Calls SDO"), then re-run the installation from Service Cloud Reports.
Fix Rep/IVR metrics reports
Ensure Skills-Based Routing is enabled under Omni-Channel settings, or the Rep Metrics report won't install (it's on by default in the SDO).
Guardrails
Command Center reports "likely won't display correctly by default" — expect to apply the Voice Calls report-type rename and re-run install.
Agentforce Voice session monitoring and rep monitoring/whisper tabs must be explicitly added in Supervisor Configurations — they aren't all present by default.
For Quality Management (WEM) metrics report issues, consult the "Agentforce Contact Center - WEM | SDO Setup Guide."
Deliverables
A Supervisor Configuration with the right visible tabs and Agentforce agents for the demo story.
Installed, correctly displaying Command Center Service reports and dashboards.
