As a Case Manager, you’re responsible for ensuring cases are distributed fairly, assigned to the right agents, and resolved promptly. The Agents' cases dashboard helps you monitor workloads and take action where needed, whether reassigning a case, closing it, or responding to SLA breaches.
Applaud’s HR Case Management uses AI to automatically assign new cases to the most suitable Case Agent based on availability, workload, and category fit. This reduces manual admin, speeds up responses, and helps maintain a balanced distribution.
Some cases, such as grievances or disciplinary matters, are marked for manual routing and won’t be auto-assigned. You can manually assign or reassign any case at any time.
Using the Agents' cases dashboard
The dashboard gives you a real-time view of all open cases across your HR team. For each case, you can see:
- Who submitted it
- Which agent it’s assigned to it (if any)
- When it was raised
- A short case summary
- Whether it’s awaiting assignment
- Whether it has breached its SLA
From this view, you can quickly transfer or close cases.
Transferring Cases
If a Case Agent is unavailable, has too many cases, or lacks the required expertise, you can reassign the case from either the case view or the dashboard.
Use filters to identify agents with lighter workloads or relevant specialisms. Transferring cases helps:
- Ensures high-priority cases are handled promptly
- Prevents agent overload
- Improves the employee experience by avoiding delays
Closing Cases from the Dashboard
If a case no longer requires action, for example, if the issue was resolved elsewhere or the employee hasn’t responded, you can close it directly from the dashboard.
Setting a case to "Closed" helps:
- Keep dashboards clear and focused on active work
- Maintain accurate reporting
- Support SLA tracking by reflecting true completion times