Page 22 - Global Booklet Support_Neat

Assignment & Ownership:

Moderator - Assigning Cases:

Method 1: Assignment (Preferred)

Directly from the queue, moderators have the ability to assign cases to CSRs without entering
the case. This is done by selecting the cases they would like to assign and then selecting
„Assign User‟. Clicking „Assign User‟ opens the assignment dialogue box where a
representative can be selected.
Once the moderator clicks save they are then directed back to the support queue. Those
cases will still be viewable in the queue. The cases will have the name of the CSR they are
assigned to until the CSR takes ownership of the case at which time the case will move into
their personal box. Until that time, the support queue is the owner of the case.
The location of the „Assigned To‟ field is on the far right of all the selected fields for this
queue.

This method is preferred because the case remains in queue giving the moderator the ability
to monitor how long it has been since a case was assigned before it is worked on and
determine when CSRs need additional cases.

Moderator - Assigning Cases