Manager queue
Managers use the Manager Queue to view the case load of agents and service groups. Managers can also view unassigned cases and assign them to agents in the service groups that they manage.
- Assigned Open Cases
- Unassigned Open Cases
- Closed Cases
- Watched Cases
| Area | Description |
|---|---|
| Assigned Open Cases |
The Assigned Open Cases report shows all cases that are assigned to service groups to which the service user is designated a manager. The manager can view general information that is relevant to the case, such as subject and status. The manager can open and service a case as well. Open cases are shown at the top of the list, sorted by Service Level Agreement (SLA) date. Cases with the oldest SLA dates are at the top of the list. The default view shows all active and archived cases. A manager can view active or archived cases separately. |
| Unassigned Open Cases |
The Unassigned Open Cases report shows all cases that have been routed to any of the service groups to which the service user is designated a manager but have not yet been assigned to an individual agent. |
| Closed Cases |
The Closed Cases report shows all cases that are assigned to service groups for which the service user is a manager and that have been closed. |
| Watched Cases | When a service users watches a case, the case is shown in this report. Service users can use the report to keep current on cases of interest to which they are not assigned. Service users can manually add or remove themselves as watchers on a case. When a case is transferred, the case is added by the system to the watch list of the service user who reassigned the case. |
- create cases
- update cases
- transfer cases
- bulk create cases
- bulk create child cases
- create non-employee cases