Case Agents resolve employee requests from the agent workspace. They investigate issues, communicate with employees, and guide cases through to resolution while meeting their organization's service standards.
Most Case Agents belong to one or more HR service teams, such as Payroll, Benefits, or HR General. They work cases assigned to them and can claim additional work from their team's queue when capacity allows.
What does a Case Agent do?
Case Agents own employee requests from assignment through resolution. A typical day includes:
- Reviewing assigned work.
- Claiming additional cases from the team queue when capacity allows.
- Investigating employee requests.
- Communicating with employees through public updates.
- Collaborating with colleagues using internal notes or invited collaborators.
- Updating case details and resolving requests when the issue has been addressed.
Case Agents focus on resolving the cases they own. Case Managers oversee workloads and manual triage, while Case Administrators configure Case Management for the organization.
Where you work
Case Agents work in the agent workspace, where you:
- Manage assigned and claimed cases.
- Read and reply to case conversations.
- Collaborate with teammates.
- Use AI Insights to understand case context.
- Monitor service-level indicators.
Updates appear in real time, so you can see new messages, reassignment, and status changes without refreshing the page.
Employees use a separate employee portal that displays only public updates and simplified case statuses.
How work reaches you
Cases usually reach you in one of three ways:
- Assigned – The case is assigned directly to you.
- Claimable – AI has routed the case to one of your teams, and it's available to claim.
- Manual triage – The case requires review by a Case Manager before it can be assigned.
If you've reached your team's recommended workload, check with your Case Manager before claiming additional work.
For more information, see How intake, deflection, and triage work.
Working with AI
The AI Assistant helps you work more efficiently by providing conversation summaries, case insights, and response suggestions.
AI is designed to support your work, not replace your judgment. Always review AI-generated content before sending it to employees or making case decisions.
What success looks like
Successful Case Agents:
- Resolve employee requests efficiently.
- Keep employees informed with clear, timely updates.
- Maintain accurate case information.
- Collaborate effectively with teammates and specialists.
- Meet service-level targets for the cases they own.