This new capability I absolutely love. The triaging dashboard is available in the HR Agent Workspace and allows an agent to review their teams cases - presented as cards in vertical lanes - like a Kanban board. You can drag cases between the lanes to change their priority, assigned user or even the HR service.
I put myself in the shoes of a busy manager, wanting to see at a glance the case workload spread across teams I manage and make rapid changes.
I might for instance get a call from a team member who calls in sick. I need to understand his case load and consider which people in the wider team can pick those things up. No problem. I can view all the cases, or a filtered view of the cases for whoever I like in a team and move cases around. I update the comments on the case still in the triaging view too - in this case to inform the employee who opened the case that someone else will be picking it up.
I can switch quickly to viewing cases for a specific group, by Service - focussing on Inquiries. Now here I am not looking to move cases to different people - I can do case transfers to different HR services.
Particularly useful when you receive a lot of cases of a generic type like a "general inquiry", but the query really is more specific and should be pushed into a more specific inquiry case.
The triaging dashboard was activated automatically with the Yokohama upgrade in my instance and needed no extra configuration. What's not to love about that?
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