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Manage Cases as Operations Manager

The way to manage cases can be different for different roles in Cora OpsManager. 

To manage cases, go to Flowtime > Ops Manager > Ops Manager Home. The Ops Manager Home page appears with Manage Cases section asking for role selection (Operations Manager, Team Leader, or Team Member).

Manage cases as Operations Manager

As an Operations Manager, you manage cases by allocating the cases to different teams or by closing the cases as spam. Navigate to Ops Manager Home, and click Operations Manager under Manage Cases section. You will see Dashboard by default.

You may navigate to other tabs from the top menu same as for Team Leader. 

Operation Manager Dashboard

The dashboard for Operations Manager displays all the analytics for all the teams in Ops Manager. The filter and other dashboard functionalities are same as that for Team Leader. See the above Team leader dashboard section for details.

For the list of available Out of the box dashboards for Operations Manager see OOTB Dashboards for Operations Manager article.

Work Allocation

On this tab, operation manager is able to see in different queues, all the cases allocated to his operation divided by team, and a queue  for unallocated cases, which are not assigned to any team yet.

For each case, the Case ID and subject is shown.

Click the more options icon (three dots) against a case to display context menu with the following options:

  • Reallocate - to allocate the case to a team.
  • Open - to open the case.

Case list

Lists of all the Opened, Allocated, Unallocated, In Progress, and Completed cases in Cora OpsManager are displayed here.

 If you select the check box on the left side of the grid, you will see a menu where you can:

  • Reallocate - to allocate a case to another team.
  • Open - to open a case
  • Close As Spam - to close the case.
  • View Message - to show the most recent message preview.

An envelope is displayed against each case ID in the grid, on creation of a new case, and on receiving a new email for a case. The envelope icon with red dot  depicts the email as unread. The envelop turns off  once you open the case.

You can also click the envelope icon to mark it read or unread without opening the case. The read or unread of an email is not user specific. An email if marked as read by one user will be displayed as read for all the users.