Queue Managers
Queue Managers (or simply, Supervisors) determine the order in which cases are assigned to the Queue. They can:
aatest
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.