Manage Supervisor Access to Agent for SCV

The sections on this page describe how to configure and enable Agent for SCV features for supervisors.

Configure Supervisor Permissions in CXone

1. In CXone, click the app selector and select Admin.
2. Click Security Profiles.
3. Select the security profile assigned to your supervisors who use the Salesforce Omni-Supervisor page.
4. Click the Permissions tab, then click Edit.

5. Enable Monitor and Barge for supervisors to be able to use listen-in and barge-in features.

6. Scroll to the top and click Done.

Configure Supervisor Permissions in Salesforce

1. In Salesforce, click Setup  in the top right corner. Launch the Setup application.
2. Search for Users and select the Users search result.
3. Select the user you want to configure.
4. Click Permission Set Assignments > Contact Center Supervisor (Telephony).
5. Click App Permissions and select the Contact Center Supervisor checkbox.
6. Click Save.