Team Operations

Create or review an AgentManager

1. Open Agent Ops and review the team and shop coverage sections.
2. To add a manager, select Add, complete the account form, and save the new AgentManager.
3. Open Agents, select each support team member for this manager, and add the manager in that member’s Manager Scope. Review the members’ assigned stores to verify the resulting shop coverage.
4. To change a support member’s manager scope, open Agents, select that person’s account, and update the Manager Scope section.
5. Use the linked Queue, Coverage, or Escalations section to open the underlying work, then return to Agent Ops to confirm the overview has refreshed.

Only a SuperAdmin can create a team manager or change an AgentManager scope.