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)?

[Lyndsay Greer]

Yes, my organization does have a general HR support request, though it's not easy to find it on our ESC. Even with it mainly being used for cases opened on the internal side, it still ends up being around 30% of our cases, and is by far our number one case type. We have over 200 HR services available, 122 of which are available through our ESC.

In addition to one general service, we also have some COE-specific "general" services, like "General Recruiting Inquiry", or "Retirement Inquiry". 

Realistically, our agents are too busy to recategorize or transfer each of the general cases, and we definitely miss out on reporting because of our overreliance on general cases. 

[adepaul]

Thanks Lyndsay. 122 HR services available from ESC is a lot. We tried to combine anything payroll related into one payroll support form, but then you end up with lots of UI policies and a long form that the bot can't read. 

I know OOTB you get general COE-specific services. We might give that a try as we add new COEs into the platform. I hear you about agents being too busy to recategorize. We have the same issue with transfers and they end up just updating the assignment group but not updating the HR service when triaging. One solution that could help for the recategorization issue is if the HR support request doesn't ask end user to select a category, to make it required on the backend for agent before being able to save.