Workforce Optimization for HR Manager Workspace Landing Page

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Manager Workspace landing page displays metrics of the on-going work and helps managers to take informed decisions.

    The Workforce Optimization for HR Landing Page offers single-pane glass view into the key metrics and the KPIs.

    • KPIs
      Today's cases
      Displays the number of cases that were resolved by agents on first contact by the customer.
      This week's case volume by status
      Displays the number of cases that have been in the same state for 30 days.
      P1 cases
      Displays the number of cases that have been re-opened by the customers after they were resolved.
      SLA breached cases
      Displays the number of open cases that are escalated by the customer or internally.
      Unassigned cases
      Displays the number of unassigned cases.
      SLA at risk cases
      Displays the number of cases with their SLAs at risk.

      Each score card also displays a graph that you can click to further analyse the cases.

    • Work Items
      Open cases by service
      Displays the total number of open cases. The combo card also displays the break-up of the open cases according to the current status: New, Open, and Awaiting Info.
      Last updated open cases by age (no. of days)
      Displays the graph of open cases that were created in the last 10-15 days, 15-30 days, and more than 30 days.
    • Agents
      Closed cases - SLA met vs. SLA breached
      Displays the number of agents in the team and the break-up of agents according to current status: Available, Offline, Break, and Away.
      Approvals
      Displays the number of time-off requests by the agents that are pending manager’s approval.
      Shift swap requests
      Displays the number of requests by the agents to swap shifts that are pending manager’s approval.
      Team performance
      Displays a graph of the open cases and unassigned cases in the last 12 months.
      Reassigned cases
      Displays the number of requests that have been reassigned.

      You can click the line charts to further view the list of cases.

    • Critical open cases: Displays the list of open critical cases that were updated least recently. Click View all to view all the critical cases.

    Get an overview of the Manager Workspace landing page and also learn on how to configure it using UI Builder as per your business needs.