As a Case Agent, you handle employee cases through your Agent Dashboard, your personalized workspace where you can see all assigned cases, prioritize tasks, and take quick action when necessary. The dashboard helps you stay organized, meet SLA targets, and respond quickly to employee needs.
Using the Agent Dashboard
The Agent Dashboard displays all your assigned cases. For each case, you'll see key details including:
- Case title
- Priority level (Low, Medium, High, or Critical)
- Category (such as Payroll, Leave, or Employee Relations)
- Current status (like "Open", "In Progress", or "Waiting for employee")
- SLA target and progress
Selecting any case opens the Case Overview page, where you can view details, add internal notes, update the status, or respond directly to the employee.
Case summary and prioritisation
A summary panel at the top of your dashboard emphasizes key metrics to keep you on track. The Total Cases by Priority chart visually displays cases grouped by priority.
Use this chart to:
- Identify which cases need immediate attention.
- Track the number of high- and critical-priority cases in your queue.
- Detect trends or imbalances in your workload over time.
If you notice an increasing number of unresolved high-priority cases, it could indicate that cases should be escalated, reassigned, or addressed more urgently to meet SLA targets.
Staying on top of your workload
To help manage your time and meet SLAs, regularly:
- Sort and filter cases by priority or status to focus on what's most urgent.
- Use internal notes to record updates or flag essential details.
- Collaborate with your Case Manager if you're approaching capacity or need support with sensitive or complex cases.
- Close resolved cases promptly to keep your dashboard up to date.
Keeping your dashboard current improves visibility across the team and ensures employees receive timely support.