Workforce Optimization for HR Manager workspace

Release version: Xanadu

Updated August 1, 2024

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 and analyze team performance and organizational metrics. With this tool, managers can keep track of ongoing cases, assess workload distribution, and ensure compliance with service level agreements (SLAs).

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Key Features

Case Monitoring: Track the status of cases your team is handling, including those pending assignment or approaching SLA breaches.
Performance Analytics: Analyze team performance over selected time periods by viewing detailed reports and case metrics.
Work Management: Monitor agent activities, including their availability and case assignments, to streamline operations.
Visual Reporting: Access graphical representations of case statuses and volumes to quickly identify trends and areas needing attention.

Key Outcomes

Utilizing Workforce Optimization leads to improved insights into team dynamics and case management, enabling HR managers to:

Identify and address bottlenecks in case assignments.
Enhance team productivity by monitoring agent workloads and performance metrics.
Ensure timely responses to cases and adherence to SLAs, improving overall service delivery.
Facilitate informed decision-making regarding resource allocation and team management.

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.