As a Case Administrator, you are responsible for configuring the key elements that keep HR Case Management organised and effective. This includes setting up Service Level Agreements (SLAs), case categories, and reference text.
These components help your HR team route and prioritise cases, track performance, and generate meaningful insights through analytics. By setting these up clearly and consistently, you can improve the employee experience and support data-driven decision-making.
Service Level Agreements (SLAs)
SLAs define how quickly different types of cases should be addressed.
For example, a payroll issue might need a response within two working days, while an urgent grievance might need immediate attention.
Setting SLAs helps you:
- Set clear expectations for employees.
- Prioritise cases based on urgency.
- Build trust by ensuring timely support.
- Track performance using SLA compliance analytics.
Case categories
Categories group cases by topic, like folders in a filing system.
Common categories include Payroll, Leave and Absence, Employee Relations, Policy Queries, and Wellbeing.
When an employee submits a case, the AI automatically assigns a category based on the case details. This ensures the case is routed to the right specialist with the appropriate priority. Case Managers can also assign categories manually if needed.
Categories are important because they:
- Enable automatic routing to the correct team or agent.
- Support consistent reporting and trend analysis.
- Help you identify areas that need additional support or process changes.
You can configure which categories are eligible for automatic assignment and which should be applied manually.
Reference text
Reference text is a human-readable label that identifies each case.
It is usually generated automatically in a consistent format, for example, EMP-CASE-00123 or PAYROLL-45678.
Reference text helps:
- Make cases easier to search and reference in communication.
- Improve traceability between HR teams.
- Maintain organised records for audits or reviews.
How do these work together in reporting
SLAs, categories, and reference text form the foundation for effective HR Case Management reporting and analytics.
- SLAs help you track whether teams are meeting response targets.
- Categories show trends in employee queries over time.
- Reference text supports tracking and filtering individual cases.
This structure allows you to make informed decisions, such as identifying process bottlenecks, reallocating resources, or refining HR policies based on real usage patterns.