Team Operations overview

Review your team’s work

1. Open Agent Ops and scan the metric cards and sections for follow-up volume, overdue work, coverage gaps, and escalations.
2. Open a section’s linked list to see the records behind a count. Your view is limited to your assigned team and shops.
3. Go to Agents to review team members or adjust their shop coverage.
4. Go to Queue to assign work or inspect a task, and Escalations to resolve an escalation.
5. Complete the action in its own page, then return to the overview to review the refreshed counts.

Only a SuperAdmin can add another AgentManager account.