Agent for Service Cloud Voice

This overview is for agents. If you're an administrator, see Agent for SCV for Administrators.

Agent for Service Cloud Voice (SCV) is part of the Omni-Channel widget in Salesforce. It adds a Phone tab to the widget, where you can handle calls. Other types of contacts, such as chats or emails, are handled in Salesforce.

When you handle a call, Salesforce automatically creates a task for it. The task includes basic information like the call time and date, contact data, and so on. You can connect the task to other items in Salesforce like opportunities or cases.

After each call, you will automatically be put into an After Call Work (ACW State that allows an agent to complete work requirements after finishing an interaction) state. ACW allows you to wrap up the rest of your work for a call before you move on to your next one. The ACW state will end once your next call begins.

If you do not see the Phone tab in your Omni-Channel widget, contact your manager or administrator.

User Interface

New Tab

Allows you access to other types of contacts, like chats and emails.

My Work Tab

Lists all of the contacts you've handled that day. This includes contacts for all channels, not only phone contacts. You can click an item to open the relevant information in Salesforce.

Phone Tab

Displays the calls that you are handling, whether active or on hold. Each listed call has these call controls:

Icon	Details
Mute	Mute your microphone so that the contact cannot hear you.
Record	Records the call, which you may need to do to comply with organizational policies. You cannot stop a recording once it has started. The recording continues until the contact is disconnected.
Add Caller	Open the address book to search for skills or other agents who are logged in. Hover over any item in the list and click Call to add another user to your call. You can also open the Keypad to dial a phone number to add to your call.
Blind Transfer	Transfer the call. This will not be a conferenced call, you will not wait for the call to be connected on the other side. Once you click the Blind Transfer icon, the call is gone from your agent console.
Keypad	Open a keypad to enter a phone number.
Merge	If you have an active call and a call on hold, you can combine the two calls together to make a conference call.
Swap	If you have an active call and a call on hold, you can switch between the two.
Flag	If you require assistance from a supervisor, you can flag the interaction to notify them. You can send notes with the flag and the supervisor can send notes back.
Hold	Place the contact on hold while you handle other contacts.
Resume	If you have a call on hold, you can make the call active again.
End	End the call.

Some of these call controls may not be visible to you, depending on how your administrator has configured Agent for SCV.

Sentiment Analysis

You can view turn-by-turn sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray). to identify moments when a contact isn't satisfied. Face icons represent the overall sentiment of the contact throughout the interaction: Positive, Negative, Neutral, or Mixed.

You can also access call recordings from previous conversations.