Workforce Optimization for HR Manager workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Workforce Optimization for HR Manager workspace

    Workforce Optimization for HR Manager workspace enables HR managers to monitor and analyze team and organizational performance effectively. It provides real-time visibility into case statuses, team activities, and service level agreement (SLA) compliance, helping managers stay informed and take timely action on critical HR cases.

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    Key Features

    • Case Monitoring: Track the status of cases your teams are working on, including new, open, awaiting information, unassigned, and P1 priority cases.
    • SLA Management: Identify cases with breached SLAs or those at risk, allowing proactive intervention to maintain service quality.
    • Performance Tracking: Analyze team workload, chat interactions, and work assignments to evaluate overall organizational performance.
    • Role-Based Access: Designed for workspace managers with the snhrwfo.manager role, enabling them to manage and analyze their teams' work effectively.
    • Dashboard Insights: Visual graphs and scores provide quick insights into today's open cases, weekly case volumes by status, open cases by service, and time-off or shift swap requests.
    • Team Analysis: Select specific teams and date ranges to review detailed performance metrics and case statuses.

    Key Outcomes

    • Improved visibility into current workloads and case backlogs, allowing managers to allocate resources efficiently.
    • Enhanced ability to identify and address SLA breaches and escalated cases promptly, improving response times.
    • Better understanding of team productivity and critical case handling, supporting informed decision-making.
    • Streamlined management of agent availability, time-off requests, and shift swaps to optimize workforce scheduling.

    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.

    Figure 1. Landing page

    End user and roles

    Table 1. 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
    Table 2. Open cases by service
    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.