Omni-Channel Home is part of the Omni Supervisor app. Setup involves granting the right permission set, configuring which channels and queues each supervisor sees, and customizing the layout per user role.
- Grant Omni Supervisor permission
Setup, Permission Sets, find the Omni-Channel Supervisor permission set (or build a custom one with the Omni Supervisor user permission). Assign to every supervisor user. Without this permission, the Omni Supervisor app does not appear in the App Launcher.
- Enable the Omni Supervisor app
App Launcher, find Omni Supervisor. The app contains the Omni-Channel Home Lightning page with the Agent Status, Queues, and Skills tabs. Pin to a supervisor''s navigation if it should be a frequent destination.
- Configure visibility per supervisor
Setup, Omni-Channel Settings, Supervisor Configuration. Restrict which queues and which agents each supervisor sees. A West Coast supervisor sees only West Coast queues; a Tier 1 supervisor sees only Tier 1 agents.
- Customize the layout
Each supervisor opens the page, drags components in or out, saves their personal layout. Common pattern: Agent Status pinned on the left, Queues Backlog on the right, Skills underneath. Layouts are per-user, not org-wide.
- Train supervisors on actions
Walk through right-click reassign, force Presence Status change, drill-in to agent work history. Most supervisors miss the right-click menus on first use; train explicitly.
Per-supervisor configuration of which queues and which agents they see. Restricts the view to operational scope rather than showing the whole org.
Live refresh, typically every few seconds. Not user-configurable. The page is operational; trends require reports.
Agent Status, Queues Backlog, Skills Backlog, Recent Activity. Each can be shown or hidden in a supervisor''s personal layout.
Right-click actions (Reassign, Change Presence Status) require both the Omni Supervisor permission and the standard sharing access on the underlying records.
- Omni Supervisor permission is required. Without it, the app does not appear in the App Launcher.
- Supervisor scope is per-user. New supervisors see the full org until scope is configured; audit on supervisor add.
- Layouts are per-user, not org-wide. Onboarding a new supervisor means walking them through layout setup or accepting the default.
- Omni-Channel Home is operational. For trends and historical analysis, build reports on AgentWork and UserServicePresence.
- Voice metrics live in the Service Cloud Voice Supervisor experience, not here. Multi-channel ops teams use both screens.