HR Agent Workspace
HR Agent Workspace provides a human-focused experience specific to HR agents, rather than adapting one from IT. HR Agent Workspace is purpose-built for HR agents and their use cases to help them resolve cases more efficiently and delightfully. Enriched communication is a key feature that allows HR agents to quickly retrieve knowledge, fulfillment instructions, and streamline responses for optimal productivity. Some of the key benefits include:
- Accurate, consistent, and human communication features for fast responses via the right channels.
- Streamlined and efficient handling of similar cases and processes.
- Visual indicators to increase situational awareness so agents can prioritize their work.
- Configurable workspace views based on what is important at that moment.
- Ability to move freely through the workspace without having to swivel-chair to access 3rd party applications.
- Colorful analytics designed to help agents track their performance and quality of services delivered to the organization.
- Work smarter and assign work items based on skills, capacity, and availability to maximize effectiveness and reduce reassignment.
The screenshot below depicts an example of HR Agent Workspace, where agents are presented with colorful, visual indicators and specific content for relevant work items requiring their attention. This short demonstration video highlights the HR Agent Workspace capabilities in action.
HR Playbook
For organizations using Lifecycle Events to manage complex employee experiences, HR Playbook provides a curated experience for HR agents to tackle lengthy and complex work items. HR Playbook is a dynamic interface that traverses complex case hierarchies and related records to provide the right information to the agent at the right time, and the ability to take immediate action. Some of the key benefits include:
- Increase agent performance, quality of service, and job satisfaction.
- Address the major steps needed to complete a complex case, and where the case is in its lifecycle.
- What is important to the agent and what should the agent do next.
One of the key benefits of HR Playbook is to clearly indicate why the agent is focused on a particular child case or task, and what is needed from them to quickly complete their work. Any noise related to the case complexity is removed, providing the agent with a clear and focused experience. This feature helps agents navigate the requestor’s moments that matter by providing an agent-specific solution that addresses agent-specific moments that matter.
The screenshot below depicts an example of HR Playbook, which leverages a dynamic experience to reduce the complexity associated with an employee lifecycle experience.
Frequently Asked Questions
How can I gain access to this feature?
This application has its own plugin and scope separate from HR Core: [com.sn_hr_agent_workspace] that installs the Human Resources: Workspace scope. This plugin installs both HR Agent Workspace and the HR Playbook feature. HR Playbook is only available for Lifecycle Event cases.
Is HR Agent Workspace supported on mobile?
Not at this time, however we are exploring designs and capabilities to support a mobile agent experience.
Can HR Agent Workspace be configured to support specific HR service delivery groups?
Yes, HR Agent Workspace can be tailored to support different HR agent groups. The landing page and My Lists can be configured specific to an agent group. The workspace settings and section sizing can be personalized specifically to each agent.
Will this application come at an additional cost?
Customers leveraging our HRSD Standard, Professional, or Enterprise offering will have access to HR Agent Workspace. Customers leveraging our HRSD Professional (lifecycle events) or HRSD Enterprise offering will also have access to HR Playbook.
Our organization also uses ITSM Agent Workspace and/or CSM Agent Workspace. Is HR Agent Workspace the same?
No, HR Agent Workspace is its own application within the HRSD scope and utilizes its own plugin. HR Agent Workspace has a similar look and feel to the other workspaces, but is specific to HRSD.
Is it recommended that we have a dedicated product owner for HR Agent Workspace?
Some organizations have allocated a dedicated product owner for the HR Agent Workspace application. Depending on how many agent groups or agent location hubs are using this application, your organization may want appoint an individual or small team to manage the HR Agent Workspace experience.
Is a manager-version of HR Agent Workspace currently available?
Not at this time, however we are actively exploring design and capabilities for this feature. HR Agent Workspace analytics and metrics can be configured to be manager-specific if that is something your organization chooses to configure.
If migrating from the native platform to HR Agent Workspace, is it recommended to limit agents’ access to native platform views?
Unless there is something in the native platform UI that the agents would need access to, it is recommended to remove access for those agents utilizing HR Agent Workspace just to simplify the experience.
Hi Pooja,
That is a great question.
Within HR Agent Workspace, individual agents can personalize the form screen using the Settings menu located under the upper right corner badge image. Available personalizations include the option to show or hide the ribbon component, show or hide the sidebar, etc. These settings will be preserved until they are changed for the individual.
Agents also have the option to expand and collapse the borders between the 3 form sections - case details, activity stream, and sidebar. This can be accomplished by a drag and drop motion to make each section horizontally wider or narrower. In the image below, you'll notice I've made the activity stream section (middle) larger. These settings will also be preserved until changed or adjusted.
Finally, agents can also choose to hide or display the sidebar component that contains Agent Assist, Attachments, Checklists, etc. by simply clicking on one of the icons to the right of the side bar. In the below example, the sidebar is showing as hidden when the Agent Assist icon is selected. If it is selected a second time, the sidebar will display from the hidden state.
Thanks,
Marcelle
