Exploring Agent Workspace for HR Case Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Exploring Agent Workspace for HR Case Management

    Agent Workspace for HR Case Management allows HR agents to manage employee HR requests efficiently from a centralized location. The Home page serves as the initial interface, showcasing high-priority cases, cases at risk of SLA violations, and recent changes, along with team-related information and accessible tools.

    Show full answer Show less

    Key Features

    • Home Icon: Provides an overview of ongoing work, prioritizing HR cases and team-related items.
    • Lists Icon: Displays all HR cases, allowing filtering and sorting for relevance.
    • Inbox Icon: Contains HR cases assigned to the agent, including chat interactions, with offline and away status options. Activation of specific plugins is required for full functionality.
    • Tabs: Show lists and HR case numbers, with the ability to customize the displayed information for easy access to case details.
    • Add Icon: Enables quick creation of HR cases and documentation of interactions with employees.
    • Dashboard: Offers graphical data representation to identify priority cases and SLA statuses.

    Key Outcomes

    By utilizing Agent Workspace, HR agents can streamline their case management processes, prioritize tasks effectively, and enhance overall productivity, leading to improved employee service delivery and satisfaction.

    Use Agent Workspace for HR Case Management to manage your employee HR requests from one place.

    The Home page is the starting point in exploring Agent Workspace for HR Case Management. On the left hand side you will see a list of icons. You can access these icons from any screen.

    The Home page shows high priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes.

    Information related to the teams your HR agents belong to display below the Overview section.

    The bottom of the landing page provides company information, links, and tools available. This section is part of Content Delivery. For more information, see Content Library.

    Agent Workspace for HR Case Management - Home page
    Table 1. Agent Workspace home page callout descriptions
    Number Agent workspace elements Description
    HR Agent Workspace Home page callout 1 Home icon The Home page provides you with an overview of your work at a glance. It provides you with information that can help you decide what you should act on first, like HR cases and items that affect your team.
    HR Agent Workspace Home page callout 2 Lists icon The lists provide you with a view into all HR cases. You can filter and sort by what is relevant to you. Select to view a list of HR cases, interactions, HR tasks, and more. For more information, see Lists in Agent Workspace for HR Case Management.
    HR Agent Workspace Home page callout 3 Inbox icon Inbox that contains the HR cases that are assigned to you.

    Chats and interactions also appear in agent inbox. For more information on using chat, see Using chat in HR Service Delivery Agent Workspace.

    You can also indicate if you are:
    • Available
    • Offline
    • Away

    For additional information, see Working from the agent inbox.

    Note:
    Requires activation of the Advanced Work Assignment (com.glide.awa) and Agent Chat (com.glide.interaction.awa) plugins. For more information, see Advanced Work Assignment (AWA) for HR Service Delivery Agent Workspace overview
    .
    HR Agent Workspace Home page callout 4 Tabs Tabs display lists, HR case numbers, and the Add icon. If you hover on an HR case number, you can quickly see more details related to a case, for example, the description of the case, HR Service and Subject person.

    When you have multiple tabs open, you can only see the case number on the tab by default. However, you can also configure the information you want to be displayed on the tab. For more information, see Customize tab label in Agent Workspace for HR Case Management.
    HR Agent Workspace Home page callout 5 Add icon Select to instantly create one of the following:
    HR Agent Workspace Home page callout 6 Dashboard Displays graphical representation of the data based on the overall HR cases. Use this dashboard to understand the cases that need priority or the SLA (Service Level Agreement) status, general information and announcements, etc.