Workforce Optimization for HR Manager workspace
Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.
End user and roles
| End user and goal | Required role |
|---|---|
| As a workspace manager, you can:- Analyze the cases your team is currently working on or cases that have not yet been assigned. - Monitor cases with SLAs that have been breached, escalated, or the ones not been open since 30 days. - Track team's work, chats, and work assignments to analyze the performance of your whole organization. | sn\_hr\_wfo.manager |
Monitor your agent's work when you start your day, view reports that need your attention, and navigate to the cases on which you want to take action. Analyze the performance of a specific team for a desired time period by selecting the team from the Teams list and also the desired date range.
Today's cases
Total number of open cases that are waiting to be worked on by agents. The total count is divided into New, Open and Awaiting info cases.
This week's case volume by status
Total count of cases and interaction that are in queue for the week.
Open cases by service
Graph of open and unassigned cases and graph of open cases since 10-15 days, 15-30 days, more than 30 days
| Title | Type | Description |
|---|---|---|
| Today's cases | Single score | Total number of open cases that are waiting to be worked on by agents. The total count is divided into New, Open and Awaiting info cases. |
| This week's case volume by status | Single score | Total count of cases and interaction that are in queue to be assigned to agents. |
| P1 cases | Single score | Number of P1 cases. |
| SLA breached cases | Single score | All the agents that you manage. The total count is divided into Available, Break, Away and Offline agents. |
| Time-off Requests | Single score | Requests made by agents to take time-off from work. |
| Unassigned cases | Single score | |
| SLA at risk cases | ||
| Open cases by service | Single score | Requests made by agents to swap shifts with other agents. |
| Closed cases | Line and Stacked bar chart | Graph of open and unassigned cases and graph of open cases since 10-15 days, 15-30 days, more than 30 days |
| Team performance | List | List of all open critical cases that were updated least recently. |
Parent Topic:Using Workforce Optimization for HR
Related topics
Teams in Workforce Optimization for HR