How to enable Natterbox Wallboards for Omni Supervisor

This can be used to add any page to Omni-Supervisor, however this guide will focus on adding a Natterbox Wallboard or a Salesforce report.

This requires Enhanced Omni-Channel.

Here’s what it might look like…

Salesforce has its own guide for this but we will be going into detail on how to add tabs relevant to Natterbox.

Step 1: Enable Enhanced Omni-Channel Routing

To do any of the following steps, you need to have enabled ‘Enhanced Omni-Channel Routing.

If you have any concerns about turning this on you should consult Salesforce’s documentation on if this has any implications for your org.

There is some documentation here, but you are turning this on at your own risk!

1. Navigate to Setup in Salesforce and search for “Omni-Channel Settings”

2. Toggle “on” the “Enhanced Omni-Channel Routing”

   

A bit more about Enhanced Omni-Channel…

Enhanced Omni-Channel is available to all as part of the Winter ’24 release, and at launch includes:

• Enhanced Agent Experience

• Enhanced Supervisor Experience (this is the one that’s needed for this guide)

Most things are the same with Enhanced Omni-Channel but you do lose the ‘Transfer Skills’ button that shows up on the Omni-Channel widget. If you are using this button, you could create a Flow on the relevant record that handles the transfers instead.

Here is a comparison between Standard and Enhanced Omni-Channel

Step 2: Add a New Visualforce component

1. Go to Salesforce Setup

2. Search for Visualforce Components

3. Click ‘New’

4. Give the component a memorable name “NBWallboard” for example

5. Remove all the text and paste this text in instead:
   
   <apex:component >
   <apex:iframe id=“name” src=“URL” scrolling=“false” width=“100%” height=“600” /> </apex:component>
   
   

   1. Where URL = the URL of a wallboard or wallboard group

   2. Leave name as it is

• Important information: You can gather the URL of the wallboard link by navigating to the desired wallboard and clicking into the Wallboard and copying the link.

Example:

Step 3: Add a New Visualforce Page

1. Go to Salesforce Setup

2. Search for Visualforce Pages

3. Click ‘New’

4. Give the page a memorable name “NBWallboard” for example

5. Check the box for “Available for Lightning Experience, Experience builder sites, and the mobile app

6. Remove all the text and paste this text:
   

<apex:page >

 <c:NAME ></c:NAME>/>

</apex:page>

Where NAME = The Component Name you created in Step 2 - For example:

Step 4: Add  new visualforce page to the Lightning App Builder for Omni Supervisor

1. Go to Salesforce Setup and search for “Lightning App Builder”

2. On the Lightning App Builder page, click New.

3. In the Create a new Lightning page panel, select Omni Supervisor Page, and then click Next.

4. Enter a label for the new Supervisor page, and then click Next.

5. Select a template such as One Region, and then click Next.

6. Drag the “Visualforce” component to the top of the screen and select the Visualforce page name we created in Step 2 under the drop down titled “Visual Force Page Name”

7. Set the High to be “600”.

8. Activate the new page and save.

   

   Step 5: Custom Tabs for Omni Supervisor

   1. From Setup, in the Quick Find box, enter Supervisor Configurations, and then select Supervisor Configurations.

   2. Click New to create a supervisor configuration or click Edit next to a supervisor configuration you’re using.

   3. Scroll down to the Define Visible Tabs section.

      Your new page is visible under Available Tabs.

   4. Move the new page from Available Tabs to Selected Tabs. If you like, move it up, so it appears earlier on the tabs bar in Supervisor.

   5. Click Save.

   6. In Omni Supervisor, refresh the page to see your new tab.