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About the Agents dashboard

The Agents dashboard gives Case Managers a real-time overview of team performance. It helps you monitor workloads, track SLA compliance, and identify where support or rebalancing may be needed.

Charts and visual indicators show how cases are distributed, how agents perform against their targets, and where attention is required. You can view each agent's open case count, SLA progress, capacity, and resolution times. Select View more for detailed views with agent-level case information to support follow-up.

Insights on case trends

At the top of the page, the "Insights on case trends" link takes you to the Cases dashboard, where you can view overall volumes, categories, and case patterns across your entire HR function. This provides broader trend data beyond individual agent performance.

Agent - open cases

This pie chart shows the distribution of open cases among Case Agents. Each slice represents an agent, and the size reflects how many open cases they manage.

  • Place your cursor over a slice to see the number of cases.
  • You can use this chart to quickly spot uneven workloads or identify agents needing help with their queue.
AgentOpenCases.png

Open cases vs capacity

This bar chart compares each agent's number of open cases with their assigned case capacity. Each agent is represented by two bars:

  • One for their current open cases
  • One for their configured capacity

Use this chart to identify agents who are at or over capacity and those who can take on more work. It's beneficial when reassigning cases to maintain workload balance and prevent burnout.
OpenCasesVsCapacity.png

SLA compliance

This chart uses progress bars to show how each Case Agent is performing against their SLA targets:

  • Green (100%) means all cases have met SLA timelines.
  • Lower percentages indicate missed targets, shifting towards red.

Use this chart to spot where agents might need support due to complex cases or high volumes.
SLACompliance.png

Average resolution time in hours

This chart displays the average time it takes each agent to resolve cases. Shorter bars indicate quicker resolutions, while longer bars may suggest delays due to workload, complexity, or training needs.

Use this chart to:

  • Identify top performers
  • Flag where additional training or support might be helpful
  • Cross-reference against SLA compliance to ensure speed doesn't compromise quality
AverageResolutionTimeInHours.png

Critical issues

This chart shows how many open critical-priority cases each agent is managing.

  • High numbers may indicate pressure points or urgent issues needing intervention.
  • Select View more to see case-level detail, including agent name, case ID, category, issue title, and a short description for context.
CriticalIssues.png

High priority issues

This bar chart displays open high-priority (non-critical) cases assigned to each agent.

  • You can use it to monitor urgent matters that require prompt action.
  • Reassign cases if needed to keep resolution times on track.
  • Select View more to access the complete case list, which includes profile images and case details.
HighPriorityIsssues.png

SLA breaches

This pie chart shows how many cases per agent have breached their SLA targets.

  • Use this to spot agents who may be struggling or overloaded.
  • Many breaches may indicate the need to adjust staffing, shift priorities, or review processes.
  • Select View more for the complete list of breached cases, including agent details and context.
SLABreaches.png

Escalations

This chart displays how many escalated cases are assigned to each agent. Escalations can result from missed SLAs, unresolved issues, or the need for additional involvement.

  • Use this to identify agents who may need extra support or process clarification.
  • Select View more to access the escalated case list, including agent photo, case ID, category, issue title, and a summary for context.
Escalations.png

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