Workforce Optimization for HR Manager workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 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 effectively monitor team performance and organizational efficiency. This tool provides insights into the status of cases being handled by teams and identifies areas needing attention, such as breached SLAs and case assignments.

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    Key Features

    • Team Case Analysis: Review current team cases and unassigned work to ensure all tasks are addressed.
    • SLA Monitoring: Track cases with breached SLAs, escalated cases, and those that have been inactive for over 30 days.
    • Performance Tracking: Analyze overall organizational performance, team workloads, and individual agent activities.
    • Case Status Overview: Access a summary of open cases categorized by status (New, Open, Awaiting Info) and view weekly case volumes.
    • Dynamic Reporting: Generate reports based on selected teams and date ranges to evaluate performance trends.

    Key Outcomes

    Using this workspace, HR managers can:

    • Gain a comprehensive view of team operations to prioritize workloads effectively.
    • Identify critical cases that need immediate attention by reviewing performance metrics.
    • Manage agent activities and time-off requests to maintain optimal staffing levels.
    • Visualize case trends over time with graphical representations of workload statuses.

    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.