Reviewing Team Work

As the manager of your team, you get a read-only view of the inboxes of agents who report to you. The agents’ inboxes can be viewed from the My Team folder of the inbox. You can view the open and completed activities and cases in the agent’s inbox. This allows you to track the performance of agents working on activities.

To review the team’s work:

1. Navigate to the Folders tree by clicking the expand button next to the folder breadcrumbs in the footer of the Inbox.
2. In the Folders tree, browse to the My Team folder.
3. Select the agent whose inbox you wish to see.
4. Browse to the Activities > Current and Completed folders to view the activities assigned to the agent and the activities completed by the agent.
5. Browse to the Cases > Open and Closed folders to view the open cases assigned to the agent and the cases closed by the agent.

Related Topics

1. Reviewing Outbound Email Activities