---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Workforce Optimization for HR Manager workspace

# Workforce Optimization for HR Manager workspace {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are
working on at a given time.
Figura 1. Landing page

## End user and roles {#hr-manager-workspace-wfo-hr__section_upb_qj4_2fb}

{#hr-manager-workspace-wfo-hr__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| As a workspace manager, you can: * Analyze the cases your team is currently working on or cases that have not yet been assigned. * Monitor cases with SLAs that have been breached, escalated, or the ones not been open since 30 days. * Track team's work, chats, and work assignments to analyze the performance of your whole organization. {#hr-manager-workspace-wfo-hr__ul_ev2_rfp_kmb} | sn_hr_wfo.manager |
[Tabela 1. End user and roles]

{#hr-manager-workspace-wfo-hr__table_ov2_tj4_2fb} Monitor your agent's work when you start your day, view reports that need your
attention, and navigate to the cases on which you want to take action. Analyze the
performance of a specific team for a desired time period by selecting the team from
the Teams list and also the desired date
range.

## Today's cases {#hr-manager-workspace-wfo-hr__section_t5q_fl4_2fb}

Total number of open cases that are waiting to be worked on by agents. The total
count is divided into New, Open and
Awaiting info cases.

## This week's case volume by status {#hr-manager-workspace-wfo-hr__section_mnz_5ct_cwb}

Total count of cases and interaction that are in queue for the week.

## Open cases by service {#hr-manager-workspace-wfo-hr__section_urx_cdt_cwb}

Graph of open and unassigned cases and graph of open cases since 10-15 days, 15-30 days, more than 30 days{#hr-manager-workspace-wfo-hr__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Today's cases | Single score | Total number of open cases that are waiting to be worked on by agents. The total count is divided into New, Open and Awaiting info cases. |
| This week's case volume by status | Single score | Total count of cases and interaction that are in queue to be assigned to agents. |
| P1 cases | Single score | Number of P1 cases. |
| SLA breached cases | Single score | All the agents that you manage. The total count is divided into Available, Break, Away and Offline agents. |
| Time-off Requests​ | Single score | Requests made by agents to take time-off from work. |
| Unassigned cases | Single score |   |
| SLA at risk cases |   |   |
| Open cases by service | Single score | Requests made by agents to swap shifts with other agents. |
| Closed cases | Line and Stacked bar chart | Graph of open and unassigned cases and graph of open cases since 10-15 days, 15-30 days, more than 30 days |
| Team performance | List | List of all open critical cases that were updated least recently. |
[Tabela 2. Open cases by service]

{#hr-manager-workspace-wfo-hr__table_xvt_hl4_2fb}
**Conceitos relacionados**   

* [Teams in Workforce Optimization for HR](https://www.servicenow.com/docs/hHaSQ~SBGdqQkUm7KAta8w#using-teams-wfo-hr "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.")
* [Scheduling in Workforce Optimization for HR](https://www.servicenow.com/docs/QMIGnnNIeVTPWxgUMwVVog "Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.")
* [Coaching in Workforce Optimization for HR](https://www.servicenow.com/docs/hA3JN_z6tsqmNLieju5ROw "Use Coaching in Workforce Optimization for HR to assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments.")