Find and and claim work

Find the cases assigned to you, search for specific requests, and claim unassigned work from your team's queue when you have capacity.

For an introduction to the agent workspace, see Get started in the agent workspace.

Before you begin

As a Case Agent, you can work:

• Cases assigned to you
• Unassigned cases that have been routed to one of your teams and are ready to claim
• Cases where you've been invited as a collaborator.

You can't see every case in the organization or claim cases that are still awaiting AI or manual triage.

Find your assigned work

Most agents begin by opening a view that displays their assigned cases.

1. Open Cases from the menu options.
2. Select a view, such as All cases.
3. If needed, filter the list so Assignee is Me.

Use the case list to review priorities, service-level indicators, and recently updated cases before opening a case.

Search for a case

Use Search cases when you know what you're looking for.

You can search by:

• Case number to locate a specific case.
• Keywords to find cases about a person, topic, or request.

Search results only include cases you have permission to access.

Filter your work

Filters help you focus on the cases that matter most.

For example, you can filter by:

• Assignee
• Team
• Status
• Priority
• Service level
• Category or flag

If you regularly use the same filters, save them as a personal view.

For more information, see Create a personal view.

Claim a case

When AI completes triage, it may route a case to one of your teams without assigning it to an individual agent.

Before claiming a case, confirm that:

• The case belongs to one of your teams.
• AI triage has completed.
• The case isn't waiting for manual triage.
• You have capacity to take additional work.

To claim a case:

1. Open the unassigned case.
2. Review the conversation to confirm you're the right person to work it.
3. In Case Team, assign the case to yourself.
4. Save your changes.

The case is removed from the claim queue and appears in your assigned work.

Work within your capacity

Your administrator may configure a recommended maximum number of open cases for each team.

Before claiming additional work:

• Complete or resolve existing cases where possible.
• Prioritize high-priority and at-risk cases.
• Speak to your Case Manager if your workload becomes unmanageable or a case requires specialist expertise.

Best practices

• Start each day by reviewing your assigned work.
• Prioritize urgent and at-risk cases.
• Claim only the work you can actively progress.
• Search for cases by number when following up on employee requests.
• Ask your Case Manager if a case needs manual routing or reassignment.

Troubleshooting

Next steps

• Work a case