--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Workforce Optimization for HR Manager workspace # Workforce Optimization for HR Manager workspace {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## 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. Show full answer Show less ## 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 {#hr-manager-workspace-wfo-hr__section_upb_qj4_2fb} {#hr-manager-workspace-wfo-hr__table_ov2_tj4_2fb__entry__2} | 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. {#hr-manager-workspace-wfo-hr__ul_ev2_rfp_kmb} | sn_hr_wfo.manager | [Table 1. End user and roles] {#hr-manager-workspace-wfo-hr__table_ov2_tj4_2fb} 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 {#hr-manager-workspace-wfo-hr__section_t5q_fl4_2fb} 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 {#hr-manager-workspace-wfo-hr__section_mnz_5ct_cwb} Total count of cases and interaction that are in queue for the week. ## Open cases by service {#hr-manager-workspace-wfo-hr__section_urx_cdt_cwb} Graph of open and unassigned cases and graph of open cases since 10-15 days, 15-30 days, more than 30 days{#hr-manager-workspace-wfo-hr__table_xvt_hl4_2fb__entry__3} | 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. | [Table 2. Open cases by service] {#hr-manager-workspace-wfo-hr__table_xvt_hl4_2fb} **Related concepts** * [Teams in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/jJdAYqRr96zoHyc0Gv1Vug#using-teams-wfo-hr "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.") * [Scheduling in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/u~csf1zEBI63Duxsh~ZfPw "Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.") * [Coaching in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/RranIeZ0LA9lg7J~OV89Vw "Use Coaching in Workforce Optimization for HR to assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments.")