We have configured Omni Channel for our instance of salesforce. We have enabled queue-based routing but for some reason on omni supervisor, supervisors can see all the agents in All agents and agents by queue tab in agent summary irrespective of queue memberships.
Can someone please suggest how to make sure the agents see only their direct reports?
2 réponses
You need to set up omni channel supervisor configuration.
https://help.salesforce.com/s/articleView?id=sf.omnichannel_create_supervisor_configuration.htm&type=5
