OmniSupervisorConfig

Represents the Omni-Channel supervisor configuration for an assigned group of supervisors.

This type extends Metadata and inherits its fields.

OmniSupervisorConfig components have the suffix .omniSupervisorConfig and are stored in the omniSupervisorConfigs folder.

Introduced in API version 57.0.

To access this type, Omni-Channel must be enabled.

• Type: boolean
• Required: Yes
• Description: Required. If set to true, hides the agent timeline from the supervisors assigned to this supervisor configuration. The default value is false.

• Type: string
• Required: Yes
• Description: Required. A unique label for the supervisor configuration. The name must begin with a letter and can contain alphanumeric characters and underscores. It can’t contain spaces, two consecutive underscores, or end with an underscore. The name appears as Omni Supervisor Configuration Name in the UI.

• Type: OmniSpvsrConfigAIAgent[]
• Required: No
• Introduced: API version 64.0
• Description: Represents AI agent bots that are visible to supervisors in this configuration.

• Type: OmniSupervisorConfigAction[]
• Required: No
• Description: Represents the actions available to the supervisors of this Omni-Channel supervisor configuration.

• Type: OmniSupervisorConfigGroup[]
• Required: No
• Description: Represents the group of agents who are visible to the supervisors of an Omni-Channel supervisor configuration. The group, if visible, appears in the Agents tab of Omni Supervisor.

• Type: OmniSupervisorConfigProfile[]
• Required: No
• Description: Represents the supervisor profiles to which an Omni-Channel supervisor configuration applies. User-level configurations override profile-level configurations.

• Type: OmniSupervisorConfigQueue[]
• Required: No
• Description: Represents the queues that are visible to the supervisors of an Omni-Channel supervisor configuration. The queue, if visible, appears in the Queues Backlog and Assigned Work tabs of Omni Supervisor.

• Type: OmniSupervisorConfigSkill[]
• Required: No
• Description: Represents the skills that are visible to the supervisors of an Omni-Channel supervisor configuration. These skills, if visible, appear in the Skills Backlog tab of Omni Supervisor.

• Type: OmniSupervisorConfigTab[]
• Required: No
• Description: Represents the visible tabs specified in an Omni Supervisor configuration. This object is available in API version 60.0 and later.

• Type: OmniSupervisorConfigUser[]
• Required: No
• Description: Represents the supervisor to which the Omni-Channel supervisor configuration applies. User-level configurations override profile-level configurations. This object is available in API version 64.0 and later.

• Type: OmniSuperSkillVisibilityType (enumeration of type string)
• Required: No
• Description: Determines which work items based on skills are visible to the supervisors assigned to this supervisor configuration. Values are:
• Possible values:
  • AllSkills
  • AnySkill

Represents AI agent bot definitions that are visible to supervisors in this configuration. This object is available in API version 64.0 and later.

• Type: string
• Required: Yes
• Description: Required. The name of the bot definition that is visible to supervisors in this configuration.

Represents an action and associated tab, custom flow, and display order for supervisor actions in this configuration.

• Type: OmniSupervisorActionName (enumeration of type string)
• Required: Yes
• Description: Required. An action that a supervisor can perform. Values are:
• Possible values:
  • AWSDashboard
  • AssignLearning
  • ChangeGroups
  • ChangeQueues
  • ChangeSkills
  • CustomAction
  • ManageQueues

• Type: OmniSupervisorActionTab (enumeration of type string)
• Required: Yes
• Description: Required. The tab where the action appears. Values are:
• Possible values:
  • AgentDetails
  • AllAgents
  • AssignedWork
  • AssignedWorkDetails
  • QueueDetails
  • QueuesBacklog
  • SkillDetails
  • SkillsBacklog

• Type: string
• Required: No
• Description: A flow that performs a custom action.

• Type: int
• Required: Yes
• Description: Required. The order in which the action is displayed.

Represents the group of agents for the supervisors in this configuration.

• Type: string
• Required: Yes
• Description: Required. The name of the group of agents.

Represents a profile for the supervisors in this configuration.

• Type: string
• Required: Yes
• Description: Required. The profile name.

Represents a queue that’s visible to the supervisors in this configuration.

• Type: string
• Required: Yes
• Description: Required. The queue name.

Represents a skill that’s visible to supervisors in this configuration.

• Type: string
• Required: Yes
• Description: Required. The skill name.

Represents the visible tabs specified in an Omni Supervisor configuration. This object is available in API version 60.0 and later.

• Type: int
• Required: Yes
• Description: The order in which tabs are displayed in Omni Supervisor.

• Type: string
• Required: No
• Description: The name of the FlexiPage added as a customized tab. Required when tabTypeis set to FlexipageType.

• Type: OmniSupervisorTabType (enumeration of type string)
• Required: Yes
• Description: Required. Tabs shown on the Omni Supervisor page.
• Possible values:
  • Agents — the Agents tab
  • AssignedWork — the Assigned Work tab
  • FlexipageType — A custom tab created using Lightning App Builder, with the omniSupervisorPageType value of the FlexiPage Type field
  • QueuesBacklog — the Queues Backlog tab
  • SkillsBacklog — the Skills Backlog tab
  • Wallboard — the Wallboard tab

Represents the supervisor to which the Omni-Channel supervisor configuration applies. User-level configurations override profile-level configurations. This object is available in API version 64.0 and later.

• Type: string
• Required: Yes
• Description: Required. Represents the supervisor to which the Omni-Channel supervisor configuration applies.

The following is an example of a OmniSupervisorConfig component.

1<?xml version="1.0" encoding="UTF-8"?>
2<OmniSupervisorConfig xmlns="http://soap.sforce.com/2006/04/metadata">
3    <isTimelineHidden>true</isTimelineHidden>
4    <masterLabel>Supervisor Config</masterLabel>
5    <skillVisibility>AllSkills</skillVisibility>
6    <omniSupervisorConfigAction>
7        <actionName>ChangeQueues</actionName>
8        <actionTab>AllAgents</actionTab>
9        <displayOrder>0</displayOrder>
10    </omniSupervisorConfigAction>
11    <omniSupervisorConfigGroup>
12        <group>Agent_Group</group>
13    </omniSupervisorConfigGroup>
14    <omniSupervisorConfigProfile>
15        <profile>contractmanager</profile>
16    </omniSupervisorConfigProfile>
17    <omniSupervisorConfigQueue>
18        <queue>CaseQueue</queue>
19    </omniSupervisorConfigQueue>
20    <omniSupervisorConfigSkill>
21        <skill>English</skill>
22    </omniSupervisorConfigSkill>
23</OmniSupervisorConfig>

The following is an example package.xml that references the previous definition.

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>*</members>
5        <name>OmniSupervisorConfig</name>
6    </types>
7    <version>57.0</version>
8</Package>

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.