Designating Rep Manager Groups

Use the Rep Manager Groups tab in the Support Representative Profile screen to designate the support representative groups that will appear in the Rep Manager component on iSupport Desktop dashboards. The Rep Manager component enables a support representative or administrator to control routing availability.

Rep Manager Administrator - Select Yes to enable the support representative to display the Rep Manager and Leaderboard components on the Desktop; this component enables control of routing availability. After selecting Yes, the Rep Manager Groups tab will appear for you to select the support representative groups that will appear in the Rep Manager component.

In the Exclude/Include columns, select the groups whose members should be included in the Rep Manager component on iSupport Desktop dashboards for controlling routing availability. To add a support representative group, select the group in the Exclude field and click the right arrow icon. To remove a support representative group, select the group in the Include field and click the left arrow icon.