As a Case Manager, part of your role is managing your Case Agents team. This includes setting their availability, assigning specialist categories, and monitoring workload capacity to help ensure employee cases are handled efficiently and on time.
Manage agents
The Manage agents page provides a clear overview of all Case Agents currently handling employee cases. For each agent, you can view:
- Their name and availability status
- Assigned specialist categories
- Start and end dates (if relevant)
- Capacity limits (how many cases they can handle at once)
From this page, you can:
- Mark agents as "available" or "unavailable" to control whether they receive new case assignments
- Add or update specialist categories so cases are routed appropriately
- Set an end date if an agent is leaving or becoming unavailable
- Adjust case capacity to distribute workload evenly
- Mark agents as "active" or "inactive" in the system
Adding an agent
Before you can assign cases to a new team member, the Case Administrator must first grant them access to HR Case Management.
Once granted access, you can add them as a Case Agent directly from the Manage agents page.
Task you can perform here