Does your organization use a general HR support request?

[adepaul]

Hello HR Community,

We have had HRSD for over a year and have about 30 hr services available from ESC. We have received feedback that at times employees do not know which HR service to submit because there are so many and some of those forms are long.

We do not have a General HR support request because we are concerned employees won't use the specific HR services anymore, resulting in additional time to resolve because agent might have to ask more questions and escalate to tier 2. We also think we will miss out on reporting opportunities since "general" won't give us much insight into what the employee is requesting; the last negative is that these request won't be part of the corresponding COE table (e.g. benefits) where we could restrict visibility.

Does your organization use general HR requests? If so, has this become the number one request HR gets? Is it the agent responsible for adding category and subcategory to help with analytics? If triaging, do they transfer to the appropriate COE (e.g. payroll)?

[YaswanthKurre]

Hi adepaul,

To address your specific concerns:

For the volume issue - yes, general requests often become heavily used, but this isn't necessarily problematic if you have good triage processes. Many organizations find that 20-30% of requests come through general channels initially.

Typically, the Tier 1 agent triaging the general request is responsible for selecting the category/subcategory. This is often part of their KPIs or built into the intake process.

One Better way to acheive more users to access/ submit right requests is:

1. Instead of having 30 services as record producers.

2. Create one record producer based on category and allow them to select HR services inside that and based on that route to agents.( so, you will most likely to get less than 10 record producers , ie.. payroll might have 4 services, admin might have 5  services like that).

Also, analyze how general req is submitted and adjust as needed.

Create a KB article for users to learn about it and have some training session on how to do it.

Mark this as correct and helpful if this answers your query.

Thanks,

Yaswanth

[adepaul]

Hi YaswanthKurre thank you for your response. Could you please elaborate what you mean by creating one record producer based on category and allow them to select HR services inside that?

My understanding is that an HR service may only have one record producer.

[YaswanthKurre]

Hi @adepaul 

When creating a record producer, avoid associating it directly with an HR service in the HR service record. Doing so enforces a one-to-one mapping between the record producer and the HR service.

However, if you leave the "Record Producer" field empty in the HR service record, you can use a single record producer to support multiple HR services through scripting. For example, if your record producer includes categories like A, B, C, and D, and it's not linked to any specific HR service, you can write a script with conditional logic such as:

if (category == 'A') {
    // Redirect to HR Service A
}

You can write the conditional statement  however you want and route the HR cases to necessary HR service tiers.

Mark this as correct and helpful if this answers your query.

Thanks,

Yaswanth

[adepaul]

Thanks for the thorough explanation. I will  have to give this a try!