The Case Overview page is where Case Agents manage individual HR cases. It combines all case-related information in one place, making it easier to respond quickly, track progress, and ensure SLA compliance.
You can view case details, conversation history, SLA status, participants, and more, helping you work efficiently and deliver timely, professional support.
Case header
At the top of the page, you'll see:
- The employee's photo
- The case title (for example, "Unable to access latest payslip")
- The case reference number
- The SLA status label (for example, "SLA Breached")
This gives you a quick overview of the case's urgency. If the SLA status shows "SLA Breached", prioritise the case to avoid further delays.
Summary
This section briefly describes the employee's issue, helping you understand the nature of the request without reviewing the entire conversation. This is especially useful for reassigned cases or those that have been open for some time.
Conversation history
The Conversation history panel shows all case activity in a timeline format, including:
- Messages from the employee and HR
- System updates, such as SLA breach notifications
- Internal notes visible only to HR staff
You can select New message to reply to the employee, add a private "Internal note" for team collaboration, or select Close case once the issue is resolved.
You can also search or filter the conversation when reviewing longer or more complex cases.
Next SLA
This field shows the deadline for your next action, such as providing a first response or completing the resolution. Monitoring the Next SLA helps you prevent breaches and stay compliant. If the case has already breached its SLA, take immediate action.
Case participants
This section lists all participants involved in the case, including:
- The employee who raised the case
- You, the assigned Case Agent
- Any other participants manually added
It is a reference when confirming who is responsible for the next steps or when a reassignment is needed.
Case status and priority
This section shows:
- Case status: "Open", "Awaiting Employee Response", "Resolved", or "Closed"
- Priority level: "Low", "Medium", "High", or "Critical"
Keep these fields up to date to reflect the current state of the case and to support accurate reporting.
Best Practices for Case Agents
To manage cases effectively:
- Review the summary to understand the issue quickly
- Check the SLA status and act promptly if a deadline is approaching or breached
- Keep the status and priority fields updated throughout the case lifecycle
- Use internal notes to document actions or important context
- Communicate clearly and professionally in all messages
- Once the issue is resolved and confirmed with the employee, select Close case.
- If the case becomes complex or unclear, contact your Case Manager for review, reassignment, or escalation