The Omni-Channel Supervisor tab is the designated tool for monitoring and troubleshooting Omni-Channel routing in real-time and historically. It provides supervisors and consultants with a comprehensive view of agent workloads, queue backlogs, and assigned work. Most importantly, it contains routing logs that detail the life cycle of a work item, showing precisely why it was routed to a specific queue or agent. By starting with the Omni-Channel Supervisor, a consultant can quickly diagnose systemic routing problems, identify patterns of incorrect assignments, and access the specific data needed to resolve the issue reported by the agents.

A. Open the relevant record being routed.

This is a reactive step that only provides information about a single misrouted item, failing to offer a systemic view of the routing logic or potential widespread issues.

B. Debug Omni-Channel routing from Setup.

While routing configurations are in Setup, there is no specific "Debug" tool there. The primary diagnostic tool, routing logs, is accessed via the Omni-Channel Supervisor, not directly from Setup menus.

1. Salesforce Help, "Monitor Your Omni-Channel Center with Omni Supervisor": This document outlines the purpose of Omni Supervisor. It states, "Supervisors can check the health of their call center in real time... monitor agent, queue, and work statuses... and jump in to help when needed." This establishes it as the primary monitoring interface.

2. Salesforce Help, "Troubleshoot Omni-Channel with Routing Logs": This guide explicitly directs users to Omni Supervisor for troubleshooting. It states, "Use routing logs in Omni Supervisor to view the life cycle of a work item and troubleshoot issues. See the steps that a work item went through from its creation until an agent accepted it." This confirms it as the correct starting point for validation.

3. Salesforce Help, "Omni Supervisor Tab": This page details the different tabs within Omni Supervisor, such as Agents, Queues Backlog, and Assigned Work, which collectively provide the necessary data to analyze and validate routing behavior. It is the central hub for operational oversight of Omni-Channel.