Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is…

Omni-Channel Supervisor is the designated tool within the Lightning Service Console for managers to monitor agent workloads, statuses, and active conversations across all service channels, including modern Messaging. It provides a real-time, comprehensive view of contact center operations. The feature allowing a supervisor to raise a flag and send a private message to an agent (functionally equivalent to a "whisper message") enables them to coach or assist the agent during a live customer session without the customer's knowledge. This combination directly addresses the need to monitor new agents and provide assistance when required.

A. Chat Supervisor is the legacy tool specifically for Live Agent (Web Chat) and is not the correct tool for monitoring modern Messaging channels, which are routed and managed through Omni-Channel.

B. Incident Management is a distinct Salesforce feature designed for managing and resolving large-scale service disruptions or major incidents, not for monitoring individual agent-customer interactions.

1. Salesforce Help - Omni-Channel Supervisor: "Omni-Channel Supervisor is a console app that lets supervisors monitor agent workloads and the status of work items that are routed by Omni-Channel... Supervisors can view real-time information in a handy tab view: Agents, Queues Backlog, Assigned Work, and Open Work." This confirms its role in monitoring.

2. Salesforce Help - Monitor Conversations in Omni-Channel Supervisor: "Supervisors can monitor their agents’ chats and messages with customers and send helpful messages that only the agent sees... To send a private message to the agent, a supervisor raises a flag on the conversation transcript." This document explicitly details the monitoring and private assistance (whisper) capabilities for messaging sessions.

3. Salesforce Help - Differences Between Chat and Messaging: "Chat is our original web-based chat product... Messaging lets you have ongoing conversations with customers over various channels... Omni-Channel Supervisor is used to monitor both Chat and Messaging conversations." This source clarifies the distinction and confirms Omni-Channel Supervisor is the modern, unified tool.