CA Risk Authentication Administration Guide › Case Management › Case Roles › Queue Managers

Queue Managers

Queue Managers (or simply, Supervisors) determine the order in which cases are assigned to the Queue. They can:

• Create new Queues and assign cases to one of several Queues for their organization.

  See "New Queue Creation" for more information on how to create a Queue.

• Manage the Queues for all organizations in their scope.

  See "Case Queues", for more information on Queues.

• Rebuild a Queue.

  See "Rebuild a Queue" for more information.

• Assign and reassign CSRs to the Queues in their scope.

Note: By default, Queue Managers cannot perform the tasks of a Fraud Analyst. However, you can use Custom Roles to create a new role based on Queue Manager and assign the FA privileges to this role.