Queue Managers

Queue Managers (or simply, Supervisors) determine the order in which cases are assigned to the Queue. They can:
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Queue Managers
(or simply, Supervisors) determine the order in which cases are assigned to the Queue. They can:
  • Create new Queues and assign cases to one of several Queues for their organization.
    See "New Queue Creation" for more information on how to create a Queue.
  • Manage the Queues for all organizations in their scope.
    See "Case Queues", for more information on Queues.
  • Rebuild a Queue.
    See "Rebuild a Queue" for more information.
  • Assign and reassign CSRs to the Queues in their scope.
By default, Queue Managers
cannot
perform the tasks of a Fraud Analyst. However, you can use
Custom Roles
to create a new role based on Queue Manager and assign the FA privileges to this role.