Case Managers oversee the work handled by one or more HR teams. They ensure cases are assigned to the right people, workloads are balanced, and service levels are maintained.
Like Case Agents, Case Managers work in the agent workspace. In addition to working cases, they have team-level visibility that allows them to monitor queues, assign work, and intervene when automatic routing can't determine the best owner for a case.
What does a case manager do?
Case Managers are responsible for the overall health of their team's work queues.
Typical responsibilities include:
- Monitoring open cases across managed teams.
- Assigning and reassigning cases to balance workloads.
- Handling cases that require manual triage.
- Monitoring service-level performance and resolving bottlenecks.
- Supporting agents with workload management and case ownership.
Rather than resolving every case themselves, Case Managers help ensure work reaches the right people at the right time.
How case managers differ from case agents
Both case managers and case agents work from the same agent workspace, but they use it in different ways.
| Case Agent | Case Manager |
| Works assigned cases. | Oversees work across one or more teams. |
| Communicates with employees and resolves requests. | Assigns work, balances workloads, and supports agents. |
| Claims unassigned cases from the claim queue. | Assigns or reassigns cases to the most appropriate agent. |
| Focuses on individual cases. | Focuses on the performance and health of the team's overall workload. |
Many case managers also work cases alongside their management responsibilities.
Managing your teams
Your administrator assigns you as a Case Manager for one or more teams in Case Setup.
Within those teams, you can:
- View all team cases.
- Assign and reassign work.
- Update routing and classification.
- Handle cases that require manual triage.
- Reopen or force-close cases when appropriate.
- Create shared views for your teams.
Your management permissions apply only to the teams you manage.
If you're invited to a case outside your managed teams, you have the same access as any other collaborator unless you're also assigned additional administrative roles.
For detailed permissions, see Authorization role matrix.
Your workspace
Case Managers use the same workspace as Case Agents, with additional tools for overseeing team work.
Common activities include:
- Reviewing team queues.
- Monitoring cases that are approaching or have exceeded service targets.
- Searching and filtering cases across managed teams.
- Assigning ownership to agents.
- Reviewing workload distribution.
- Monitoring unassigned and manually triaged cases.
Because the workspace updates in real time, managers can respond quickly as new work arrives.
A typical day
Although every organization works differently, a typical day for a Case Manager might look like this:
- Review open cases across your managed teams.
- Check for cases that require manual triage.
- Monitor cases approaching or exceeding service targets.
- Reassign work where workloads or priorities have changed.
- Support agents with complex or escalated cases.
- Review team performance throughout the day.
This proactive approach helps maintain balanced workloads and ensures employees receive timely support.
Working with automatic triage
Most cases are routed automatically.
When automatic triage can confidently determine the appropriate team and assignee, the case is ready for an agent to begin work immediately.
Occasionally, triage can't determine the correct owner. In these situations, the case requires manual triage.
As a Case Manager, you review these cases, confirm the appropriate team and classification, and assign them to the most suitable agent.
For more information, see How intake, deflection, and triage work.
Best practices
To help your teams work effectively:
- Review team queues regularly throughout the day.
- Prioritize cases that are approaching service-level targets.
- Reassign work when workloads become unbalanced.
- Encourage agents to claim work only when they have capacity.
- Review recurring routing issues to identify opportunities to improve Case Setup.
- Keep shared views focused on the information managers need to make decisions quickly.