OmniSupervisorConfig Metadata Type in SFDX

Architectural Overview#

OmniSupervisorConfig tailors the Omni-Channel Supervisor console interface for contact center managers and operational leads. It dictates which tabs (Agents, Queues, Work, Skills, Wallboard) appear in the console, defines queue filtering boundaries, determines whether supervisors can whisper or barge into live messaging and voice sessions, and configures agent status overrides.

In large, multi-tier enterprise support operations (e.g., Tier 1 Customer Care vs. Tier 3 Technical Escalations), granting unconstrained visibility to every supervisor creates cognitive clutter and risks compliance violations. OmniSupervisorConfig provides declarative governance to segment supervisor monitoring scopes by business unit.

Directory and File Conventions#

OmniSupervisorConfig metadata is stored in the omniSupervisorConfigs/ folder.

Key Metadata Fields#

The XML schema controls tab presence, filtering scopes, and supervisory actions:

Declarative XML and Package Manifest Examples#

An architectural definition configuring supervisor oversight for a tier-one customer service team:

<?xml version="1.0" encoding="UTF-8"?>
<OmniSupervisorConfig xmlns="http://soap.sforce.com/2006/04/metadata">
    <developerName>Tier_1_Supervisor_Config</developerName>
    <masterLabel>Tier 1 Customer Support Supervisor Config</masterLabel>
    <isDefault>true</isDefault>
    <skillsSupervisorAccess>FullAccess</skillsSupervisorAccess>
</OmniSupervisorConfig>

Package Manifest (package.xml)#

<?xml version="1.0" encoding="UTF-8"?>
<Package xmlns="http://soap.sforce.com/2006/04/metadata">
    <types>
        <members>Tier_1_Supervisor_Config</members>
        <name>OmniSupervisorConfig</name>
    </types>
    <version>68.0</version>
</Package>

CLI Retrieval and Deployment Commands#

Manage supervisor configurations using the Salesforce CLI:

# Retrieve supervisor configurations from an org
sf project retrieve start --metadata OmniSupervisorConfig

# Deploy a specific supervisor configuration
sf project deploy start --metadata OmniSupervisorConfig:Tier_1_Supervisor_Config

Architect Best Practices and Gotchas#

• Feature Prerequisite: Ensure OmniChannelSettings with enableOmniSupervisor: true is deployed and active in the target org before deploying OmniSupervisorConfig.
• Profile and Permission Set Linkage: Creating a supervisor config is only the first step. You must associate supervisors via OmniSupervisorConfigProfile or OmniSupervisorConfigUser assignments (or Permission Sets) to activate the view for designated leaders.
• Privacy and Voice Monitoring Compliance: Ensure that enabling call listening or messaging whisper actions complies with regional labor and wiretapping regulations.

Frequently asked questions

What is the architectural purpose of OmniSupervisorConfig?

OmniSupervisorConfig defines tab visibility, queue filtering, agent monitoring permissions, and supervisor actions for contact center leaders.

Can multiple OmniSupervisorConfig configurations exist in a single org?

Yes. Different configurations can be assigned to different supervisor profiles or user groups based on operational domain.

Where is OmniSupervisorConfig stored in an SFDX project?

It is stored in the force-app/main/default/omniSupervisorConfigs/ folder with the .omniSupervisorConfig-meta.xml suffix.