Specifying a User's Direct Reports
A manager can monitor the activities and cases assigned to agents from the Advisor Desktop. A manager has a My Team folder in his Inbox tree, in the Advisor Desktop, in which all the users who report to the user are listed. The manager has a read only view of the activities and cases assigned to the users reporting to him.
You can assign a manager of the user in two ways. Either edit the properties of the manager to assign direct reports to him. Or, edit the user properties to assign the manager to the user. Use the first option if all the users are already created in the system and you want to assign managers for all the users. Use the second option to assign a manager while creating the user.
You cannot assign managers of user groups.
To specify direct reports of a user:
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From the Partition and Departments dropdown menu, select the department.
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From the Navigation menu, browse to User > Users.
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On the List page, select a user.
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On the Properties page, go to the Relationships tab. In the Direct reports section, click the Add
button to select the users who report to the selected user. The user becomes the manager of the selected users. -
Click the Save button.
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