Managers view gives managers the ability to view the workload of their team.
Managers can view work assigned to their team. The status of each work request and the amount of time an agent has spent on the work request.
Work request can be forwarded or reassigned to other agents or put back into the queue .
As a manager you can view the total number of work requests assigned to your team and the total work being watched by your team.
You can drill down to each individual team member and view the list of work requests assigned or being watched by a team member.
Various right click actions are available for the work requests assigned to team members.
A manager can chose to be informed when the case is resolved , view the case, forward the case and reassign the case to another user.