Assignments (admins)

Push a case to a specific operator instead of leaving it for self-claim.

Workload

Open cases per operator, with how many are awaiting review, blocked, or escalated — for choosing who has room.

Assigning

Pick an operator on a row and Assign. Reassigning a case someone claimed themselves takes it away from them; they're notified.

A case you assign can't be released by the operator — they'd have to ask you. Reassignment always adds a new record and closes the old one, so the history stays intact.

The page rechecks every 15 seconds: another admin, or a self-claim, can change any row.