Workforce Optimization for HR Manager workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Workforce Optimization for HR Manager workspace

    Workforce Optimization for HR Manager workspace enables HR managers to monitor their teams' work and organizational performance efficiently. It provides real-time insights into the status of cases being handled by their teams, helping managers stay on top of case progress, SLA compliance, and team performance metrics.

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    Key Features

    • Case Monitoring: Track cases currently being worked on, unassigned cases, and cases that have breached SLAs or remained open for over 30 days.
    • Performance Analysis: Analyze team performance over selected time periods by choosing specific teams and date ranges, facilitating targeted management actions.
    • Dashboard Metrics:
      • Today's Cases: Total open cases categorized as New, Open, or Awaiting Info.
      • This Week's Case Volume by Status: Counts of cases and interactions queued for assignment.
      • Open Cases by Service: Visual graphs showing open and unassigned cases plus aging cases segmented by duration (10-15 days, 15-30 days, over 30 days).
      • P1 Cases: Number of priority one cases.
      • SLA Breached Cases: Cases where service level agreements have been violated.
      • Agent Status: Counts of agents categorized as Available, on Break, Away, or Offline.
      • Time-Off and Shift Swap Requests: Requests submitted by agents for time off or shift changes.
      • Closed Cases: Visual line and stacked bar charts to review case closure trends.
    • Team Performance List: A list highlighting open critical cases that have not been updated recently, allowing managers to prioritize follow-ups.

    Key Outcomes

    Using this workspace, HR managers can proactively manage workload distribution, ensure timely resolution of cases, and maintain service quality by monitoring SLA adherence. It supports effective team oversight through comprehensive metrics and performance tracking, leading to improved operational efficiency and employee management.

    Roles and Access

    This workspace is designed for workspace managers assigned the snhrwfo.manager role, enabling them to analyze case statuses, monitor SLAs, and oversee team activities and performance.

    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.

    Figure 1. Landing page

    End user and roles

    Table 1. End user and roles
    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.
    		 sn_hr_wfo.manager

    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

    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

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

    Open cases by service

    Graph of open and unassigned cases and graph of open cases since 10-15 days, 15-30 days, more than 30 days
    Table 2. Open cases by service
    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.