Agent queue
- process cases that were assigned to them
- view and take ownership of unopened cases that were routed to their service groups
The Agent Queue includes these reports:
| Area | Description |
|---|---|
| My Open Cases |
The My Open Cases report shows all cases that are assigned to the agent. The agent can view general information that is relevant to the case, such as subject and status. The agent 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. An agent 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 agent belongs but have not yet been assigned to an individual agent. |
| Today's Reminders | The Today's Reminders report shows open cases that are assigned to the service user in ascending order by SLA due date. |
| My Closed Cases |
The My Closed Cases report shows all cases that are assigned to the service user 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 escalated, the case is added by the system to the watch list of the service user who reassigned the case. |