Manager digests summarize activity across the teams you manage, helping you identify new work, service-level risks, and important cases without receiving an individual notification for every event.
Use digests to identify work that needs attention, then open the agent workspace to investigate, reassign cases, or monitor live queue activity.
Some notifications, such as Case needs manual triage, are always sent immediately because they require prompt action.
Before you begin
- You must be assigned as a Case Manager for at least one team.
- Case Administrators configure Manager digests in Case Setup > Notifications.
Digests and immediate alerts
As a Case Manager, you receive two types of notifications.
| Type | Purpose | Examples |
| Immediate alerts | Notify you as soon as an event occurs that requires prompt action. | Case needs manual triage |
| Daily digests | Summarize related activity across your managed teams once per day. | New cases, SLA watchlist, Important cases, Recently resolved |
If you perform the action that triggered the notification, you typically won't receive a notification for your own activity.
Available manager digests
The following digests help you monitor your team's workload throughout the day.
| Digest | Helps you... |
| New cases | Review new work assigned to your teams and identify unexpected increases in workload or routing issues. |
| SLA watchlist | Prioritize cases that are approaching or have exceeded their service targets. |
| Important cases | Monitor activity on Critical and High priority cases. |
| Recently resolved | Review completed work, identify recurring issues, and spot-check case quality. |
Each digest includes links that open the related cases directly in the agent workspace.
Review manager digests each day
A typical review might include:
- Respond to any Case needs manual triage alerts.
- Review the SLA watchlist and prioritize cases that are at risk or breached.
- Review Important cases to confirm urgent work has an owner and is progressing.
- Review New cases to identify unexpected workloads, routing issues, or unassigned work.
- If enabled, review Recently resolved to identify recurring issues or opportunities to improve service quality.
- Open the agent workspace to investigate, reassign, or monitor cases that require further attention.
Following the same routine each day helps maintain consistent service levels across your teams.
Digests complement the workspace
Manager digests provide a summary of activity, but they don't replace the agent workspace.
Use the workspace to:
- Monitor live queues
- Review case details
- Assign or reassign work
- Complete manual triage
- Track service-level performance throughout the day.
Think of digests as a starting point that highlights where your attention is needed most.
Best practices
To get the most value from manager digests:
- Review immediate alerts before daily digests.
- Prioritize SLA watchlist items before routine work.
- Use New cases to identify workload trends rather than reviewing every individual case.
- Use Important cases to confirm urgent work is progressing as expected.
- Review Recently resolved regularly to identify coaching opportunities and recurring issues.
- Follow up in the agent workspace whenever a digest highlights work that requires action.
Troubleshooting
| Problem | Resolution |
| I'm not receiving manager digests. | Confirm you're assigned as a Case Manager for the relevant team. |
| No digest was delivered today. | Daily digests are sent only when there is activity to report. |
| I expected a notification but didn't receive one. | Notifications are typically suppressed when you performed the action yourself. |
| I need additional manager digests. | Contact your Case Administrator to review the notification settings in Case Setup. |