As a Case Agent, you manage employee cases through the Agent Dashboard, your personalised workspace where you can view assigned cases, prioritise tasks, and take quick action. The dashboard helps you stay organised, meet SLA targets, and respond efficiently to employee needs.
Using the Agent Dashboard
The Agent Dashboard displays all your assigned cases. For each case, you'll see key details, including:
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Case title
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Priority level (Low, Medium, High, or Critical)
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Category (such as Payroll, Leave, or Employee Relations)
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Current status (like "Open", "In Progress", or "Waiting for employee")
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SLA target and a visual timer showing time remaining
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Whether the case has been escalated
Selecting a case opens the Case Overview page. From there, you can view full details, respond to the employee, update the status, add internal notes, or escalate the case if needed.
Case summary and prioritisation
A summary panel at the top of the dashboard highlights key metrics to keep you focused. The Total Cases by Priority chart visually displays how your cases are distributed.
Use this chart to:
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Identify cases that need immediate attention.
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Monitor the volume of high- or critical-priority cases in your queue.
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Spot patterns in workload and potential bottlenecks.
If high-priority cases remain unresolved, escalate them or ask your Case Manager for reassignment to help maintain SLA compliance.
Staying on top of your workload
To manage your time effectively and meet SLAs:
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Sort and filter cases by priority or status to focus on urgent tasks.
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Use internal notes to log updates or flag important context.
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Collaborate with your Case Manager when capacity is limited.
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Close resolved cases promptly so employees receive their resolution summary.
Once a case is closed, the employee receives a clear resolution summary with next steps (if any), helping build trust and transparency.
The dashboard also reflects escalated cases and SLA countdowns in real time—giving you full visibility over your caseload and deadlines.