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Enable supervisor access to manage conversations

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

As an administrator, you can enable your supervisors to take specific actions on various conversations being handled by their agents in Omnichannel for Customer Service. You can grant your supervisors permissions to monitor, assign, transfer, and forcibly end conversations by enabling the respective permissions in the admin app.

Configure supervisor settings

  1. Go to one of the admin apps, and perform the following steps.

    1. In the site map, select Insights in Operations. The Insights page appears.
    2. In the Ongoing conversation insights section, select Manage.

    The Omnichannel Configuration.Supervisor Settings page is displayed.

  2. To enable the supervisors to perform the following actions, set the corresponding toggles to Yes:

    • Supervisor Monitor: Monitor how conversations are happening or being handled by their agents.
    • Supervisor Assign: Assign conversations to agents.
    • Supervisor Transfer: Transfer conversations from one agent to another.
    • Force Close: End voice calls and conversations that take place on the voice and messaging channels. More information: Monitor, assign, transfer, and forcibly end conversations

  3. To disable any of the settings, set the corresponding toggle to No.

See also

Monitor, assign, transfer, and close conversations
Provide access to Ongoing Conversations dashboard