Agent queue

Agents use the Agent Queue to view open cases. Agents can perform these tasks:
  • process cases that were assigned to them
  • view and take ownership of unopened cases that were routed to their service groups
A red flag indicates that a case should be handled with the highest priority.
The Agent Queue includes multiple reports:
  • My Cases
  • Unassigned Cases
  • Escalated Cases
  • Service Group Cases

Agent Queue Reports

Area Description
My Cases

The My 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 Cases

This report shows cases that were routed to service groups to which the agent belongs but have not yet been assigned to an individual agent.
Escalated Cases

This report shows all cases that the logged in agent has reassigned to a service group at a higher tier. The agent uses this report to keep track of the cases' progress.

An agent who does not want to keep track of an escalated case can remove the case from this report.
Service Group Cases

This report shows all cases that have been assigned to other members of the service groups to which the logged in agent belongs. If a case is configured to allow non-owner editing, the agent can edit the case.