As a Case Manager, your first priority is understanding the current state of your team's workload. The agent workspace gives you a real-time view of the cases you manage, helping you identify new work, monitor priorities, and spot issues before they affect service levels.
This article explains how to find your team's work and understand what requires your attention.
Before you begin
- You must be assigned as a Case Manager for at least one team.
- Your administrator assigns Case Managers in Case Setup.
Open the agent workspace
- Open the agent workspace from your Applaud app.
The workspace displays the cases you have permission to access. As a Case Manager, this includes all cases belonging to the teams you manage.
The case list updates automatically as cases are created, assigned, updated, or resolved, so you always have an up-to-date view of your team's workload.
Review your team's work
Start by reviewing the open cases across your managed teams.
Focus on identifying:
- New cases that require attention.
- Unassigned cases waiting for an owner.
- Cases approaching or exceeding service targets.
- High-priority requests.
- Cases waiting for manual triage.
Reviewing your queues regularly helps you identify potential bottlenecks before they affect employees.
Understand the case list
Each row in the case list represents a single case.
Depending on your workspace configuration, the case list can include information such as:
| Information | Purpose |
| Case ID | Identifies the case. |
| Title | Summarizes the employee's request. |
| Status | Shows the current stage of the case. |
| Priority | Indicates the urgency of the request. |
| Team | Shows which team owns the case. |
| Assignee | Shows who is currently responsible for the case. |
| Service level | Indicates whether the case is on track, at risk, or has breached its targets. |
- Select a case to open the case details, review the conversation, and manage the case.
Identify work that needs attention
Rather than reviewing every case individually, focus on the work that requires management.
Common examples include:
| Look for | Why it matters |
| Cases requiring manual triage | These cases need a manager to complete routing and assignment. |
| Unassigned cases | Cases without an owner may require assignment or can be left for agents to claim. |
| Cases at risk of breaching SLAs | Early intervention helps prevent missed service targets. |
| Critical priority cases | These requests typically require immediate attention. |
| Unexpected backlogs | Large numbers of open cases may indicate workload or routing issues. |
Keep your workspace organized
As your teams grow, finding work becomes easier when you organize the workspace around common management tasks.
You can:
- Create personal views for your own workflow.
- Share views with other managers.
- Search for specific cases.
- Filter the case list to focus on particular teams, priorities, or statuses.
For more information, see:
Best practices
To stay on top of your team's workload:
- Start each day by reviewing open work across your managed teams.
- Check for cases requiring manual triage before reviewing routine work.
- Monitor service-level indicators throughout the day.
- Investigate unexpected increases in open or unassigned cases.
- Keep your most frequently used views up to date.