Dashboards in Agent Workspace for HR Case Management

[jcmings]

Hello,

Is there any way to migrate dashboards/reports from the classic back-end platform view into Agent Workspace for HR Case Management? I would like to replicate some of the reports that users/admins have created. My issue is that users who click on reports/cases in the platform view do not get taken to Agent Workspace. This effectively defeats the point of Agent Workspace. How can I get around this issue, if at all (or do I have to use UI Builder)?

Does Analytics Center work if I don't have PA enabled? 

I found a post in a 2021 FAQ about AW for HR Case Management. Not sure if this is still the case:

Q: In the Agent Workspace, is it possible to expose multiple dashboards in the lists or elsewhere? Agents need to be able to access predefined dashboards and be able to toggle between then, as well as be able to generate ad hoc reports.

A: In HR Agent Workspace, the landing page is the predefined dashboard for a user. Currently, Agents are restricted to a single landing page. This was by design as the goal is to have landing pages that are purpose built for the user/role. You can create many landing pages and then target them to specific users, groups, roles to ensure the right people get the right landing page. So, instead of an HR Agent having to look through many landing pages they can get all the reports/data they need in a single page that makes sense for them. That said, we do plan on expanding that capability in the future so that an admin can expose multiple landing pages to an agent in Workspace if they wish. The ability for a user to define new reports, and the host of other platform reporting capabilities, is generally considered an admin, manager, or lead function and not something the agent themselves would manage. This functionality is planned to be a part of HR Manager Workspace in a future release. In the meantime, a user would need to navigate to the platform UI to access the core reporting functionality. Keep in mind, Agents can always build new lists and export them in HR Agent Workspace.

[michaelj_sherid · Accepted solution]

The classic reports for the workspace are not the same in the new configurable workspace so they do not "migrate" to the configurable workspace. Here is a post where we walk through creating a new report and setting it up to enable drill-down on the data. This will give a good insight on how the reports are built on the configurable workspace using UI Builder for HR Case Mgmt.

Regards,

Mike

[jcmings]

Thank you @michaelj_sherid. I just read through your post and have a few follow-up questions... can you confirm the following:

1. The process outlined in your post would need to be replicated for each unique audience (i.e. if I wanted to create a configurable workspace report for just supervisors, and a separate report for HR specialists)
2. There are fewer report options in the configurable workspace than there are in the classic report config
3. There is no way to "force" users into Agent Workspace from the classic platform view or from classic platform reports

[michaelj_sherid]

Hi @jcmings . Here are the answers:

• The process outlined in your post would need to be replicated for each unique audience (i.e. if I wanted to create a configurable workspace report for just supervisors, and a separate report for HR specialists)
  • The reports are not meant for a specific persona, they can be shared from the same landing page. I just made a point to mention that variants can be specific to a persona, but not required.
• There is no way to "force" users into Agent Workspace from the classic platform view or from classic platform reports
  • This is correct, there is not an OOtB way to force the user to the Workspace Views. 

Regards,

Mike

[jcmings]

Thanks @michaelj_sherid -- just to clarify on your first response -- you are saying that one landing page can house multiple reports, which may each be visible to unique groups/roles. In other words, a dashboard can show for both a supervisor and a specialist, and a specific report on that page may only be visible to only supervisors. Is this correct?