Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_supervisor_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_supervisor_flags.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_supervisor_messages.htm&type=5