A Manager is a team member who supervises the team without taking its calls. Use it for team leads, supervisors and office managers who need to watch the queue and read the reports, but shouldn't be rung every time a call comes in.
🔎 What changes when someone is a Manager
Regular member | Manager | |
Rung by the team's queues and ring groups | ✅ Yes | 🚫 Never |
Offered queue callbacks | ✅ Yes | 🚫 No |
Counted in the team's metrics and "agents available" counts | ✅ Yes | 🚫 Excluded |
Sees the team's queues, calls and Live View | ✅ Yes | ✅ Yes |
Can make outbound calls and receive calls placed directly to them | ✅ Yes | ✅ Yes |
Can be transferred a live call by a teammate | ✅ Yes | ✅ Yes |
Gets admin access | No | No. Manager status does not grant any extra permissions. |
Manager status is per team. Someone can be a Manager of Leasing and a regular member of Maintenance. In that case they'll be rung by Maintenance queues but not Leasing ones.
🛠️ How to make someone a Manager
These steps are done by an Admin.
Go to Settings → Users and open the Teams tab.
Click the pencil icon on the team to open Edit Team.
Make sure the person is listed under Members. If not, add them first, because Managers must be members of the team.
In the Managers section that appears below the member list, switch on the toggle next to their name.
Click Save. The change applies to call routing immediately.
To put someone back into routing, switch the toggle off and save. They will start being rung by the team's queues and counted in its metrics from that point on.
🔗 How Managers interact with queues
When a team is assigned to a queue, only the team's regular (non-manager) members become queue agents. The Manager is still considered "assigned" for visibility purposes, so they can see the queue in the Live View and in reporting.
If you add a Manager to a queue as an individual user (under Assigned users in the queue editor), that direct assignment does ring them. Being a Manager only removes them from routing that comes through the team.
Managers don't appear in the queue's agent list in the Live View, so their Away/Available status doesn't affect the team's "Available" count.
🤔 When not to use Manager
If a team lead should also take calls when things get busy, leave them as a regular member. They'll have the same visibility; the only difference is they'll be rung and counted. There is no way to temporarily opt a Manager into routing, so you would switch the toggle off instead. For a short break from calls, a regular member should use Away for calls in the sidebar (see Setting an Agent's Working Hours and Call Availability).