Navigate the Agentforce Contact Center Experience
Learning Objectives
After completing this unit, you’ll be able to:
- Navigate the Omni-Channel utility to manage availability and handle communication channels.
- Demonstrate proficiency with real-time call controls.
- Use post-call resources to review transcripts and recordings.
Work Confidently Through Every Customer Call
As a service representative, every customer call puts you in a moment that matters. You are listening closely, understanding the issue, asking the right follow-up questions, and making decisions as the conversation unfolds. Each interaction is different, and the pace can shift quickly based on the customer’s tone and urgency. You balance empathy with accuracy, moving the conversation forward while making sure nothing important is missed. The quality of the experience often comes down to how confidently and calmly you handle these moments in real time.
In moments like these, the tools you rely on should work with you, not slow you down. They should surface the right information at the right time and support your flow during a live conversation to help you stay organized as the call progresses. When everything you need is easy to access and designed around how you actually work, you can stay focused on the customer and handle each interaction with clarity.
Agentforce Contact Center is built to bring together the features you need, regardless of how your work flows during a call. Whether you’re reviewing customer context or capturing notes, everything supports the same goal: resolving your customer’s issues efficiently and accurately. The focus stays on case resolution, not on navigating the experience, and it all begins in the Phone tab in the Omni-Channel utility.
Manage Calls with Phone Call Controls
Let’s take a look at how each control fits into your typical call experience.
Make an Outbound Call
Before making or receiving a call, set your availability by selecting an online status.
- In the utility bar, click Omni-Channel.
- In the top-right corner, open the status dropdown and select your availability. Choose Voice Online if you want to be available only for voice calls. To support customers across voice, chat, and other channels (based on your assigned support), select Online for All.
Once your status is set, you are available to make and receive calls.
- To make a call, enter the phone number in the dial pad, and click Call.
You can also start a call directly by clicking a phone number link on a case, account, or contact record.
Answer an Inbound Call
You can answer incoming calls coming through a business phone number, from WhatsApp, and other voice channels. To identify the channel the call is coming from, check the icon shown in the call notification. Click the check icon to accept and answer the call.
Handle Call Actions During a Live Call
After you answer a phone call or WhatsApp call, a voice call record opens automatically in a new tab.
It includes key call details (1) such as caller information, when the call was accepted, the call duration, along with the conversation window (2) that displays the live transcript. Everything you need to manage the interaction is available in one place.
Let’s take a look at the call controls.
Screenshot callout number |
Icon |
Description |
|---|---|---|
1 |
|
Raise an issue to your supervisor and seek real-time support while you are still on the call, without disconnecting the customer. |
2 |
|
Temporarily hold the call while you check information or consult with someone else. The caller stays connected but cannot hear you. |
3 |
|
Start or stop recording the call based on compliance, consent, or business needs. |
4 |
|
Silence your microphone so the caller cannot hear you, while you can still hear the caller. |
5 |
|
Transfer the call directly to another agent or flow. |
6 |
|
Place a new consult call while you are logged in and ready to make calls. |
7 |
|
Disconnect the call once the conversation is complete. |
These phone controls give you everything needed to manage calls smoothly and professionally. You can accept, pause, transfer, record, and end calls with a single click, keeping the focus on the conversation while the system handles the rest.
Review Call Details After the Interaction
After the call ends, the voice call record remains available for review. You can open the record to revisit the conversation transcript and access the call recording.
Let’s take a closer look at where to find these details and how they appear in the voice call record.
- Click
, search for and select Voice Calls.
- From the list of voice call records, open the call you want to review.
- Use the Call Audio Player (1) section to replay the conversation. It includes standard controls such as play, pause, skipping 15 seconds forward or backward, volume adjustment, and playback speed.
- Review the Conversation section (2) to see the full transcript of the call.
Having both the recording and transcript available in one place makes it easy to revisit key moments, confirm details, and follow up with confidence, without relying on memory or manual notes.
Wrap It Up
Becoming proficient in these tools transforms the way you handle every customer interaction. By centralizing call controls, live transcripts, and historical records, Agentforce Contact Center removes the friction of navigating multiple screens, allowing you to stay present and be empathetic with your customers. With the technical details handled, you can focus on what you do best—solving problems and building trust.
While these features empower you to work confidently on your own, you are never truly alone in the contact center. The platform also offers a robust suite of tools designed specifically for your supervisors to provide real-time guidance and support your professional growth. In the next unit, you step into the supervisor experience and see how the command center tools help you support your contact center operations.