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Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Outsourced Service Provider manager tasks

Manage various tasks as an Outsourced Service Provider (OSP) Manager, including onboarding Outsourced Service Provider agents, viewing unassigned cases, and assigning cases to groups or agents under your supervision.

Some key functions that outsourced service provider managers can perform include the following.

  
Onboard an Outsourced Service Provider agentAn OSP manager can onboard OSP agents to manage and fulfill cases.
Assign a case to an OSP agentAs an Outsourced Customer Service external manager you can assign a case to an agent under your group.