The Manager Dashboard gives team leads and operations managers visibility into their team's current workload. Use it to monitor task queues, agent availability, open cases, escalations, and missed interactions — all in real time. The dashboard focuses on current work, not historical analytics.
Availability: All clients Required permissions: managerdashboard:read (to access the dashboard and all sub-pages)
Without the managerdashboard:read permission, the page displays: "Unfortunately, you do not have permissions to view this page."
From the CRM, select Manager Dashboard in the navigation. The dashboard opens to the Uncompleted Tasks page by default.
The sidebar on the left displays navigation items organized into groups. Most items show a live count badge with the current number of relevant records.
| Navigation item | What it shows | Count badge |
|---|---|---|
| Uncompleted tasks | Tasks assigned to agents that have not been completed. | Total uncompleted tasks |
| Queues | Real-time task queue statistics (pending, reserved, accepted, completed). | — |
| Agents | Agent availability by team (online, offline, accepting calls/chats). | — |
| Open cases | Parent item for case views: | — |
| All | All open cases across all types. | Total open cases |
| Collection | Open cases filtered to the collection type only. | Total open collection cases |
| Open escalations | Cases currently escalated to a team or agent. | Total open escalations |
| Interactions | Parent item for interaction views: | — |
| Missed calls | Inbound voice calls that were not answered. | Total missed calls |
| Unassociated interactions | Inbound interactions not yet linked to a borrower or case. | Total unassociated interactions |
The Agents item expands to show a sub-item for each team when you navigate to the agents page.
Several dashboard pages display additional columns and actions when case ownership is enabled in your company configuration (config.tasks.enableCaseOwnership). When enabled:
- The Agents by Team page shows an Owned Cases column for each agent.
- The Open Cases pages show an Owner column and support bulk case reassignment.
If you do not see these columns, case ownership is not enabled for your company. Contact your administrator to enable it.