Adding a secondary manager to a team

Increase the visibility of your work by associating your team with more than one manager.

By default, each team has one manager who supervises the work of the team and can assign, transfer, or work on assignments in a case.

  1. In the navigation panel, click Records > Organization > Work Group.
  2. In the Work Group Name column, click the name of a team.
  3. If no operator IDs are listed in the Authorized Managers section, click Add item.
  4. In the Manager ID field, press the Down Arrow key, and then select an operator ID.
  5. Click Save.
Result: The secondary manager can access the team's work queue but cannot complete assignments or receive requests for approval.