Monitor team performance

As a Case Manager, you're responsible for more than assigning work. You also monitor workloads, service levels, and queue health to help your team deliver consistent, high-quality support.

This article explains how to identify trends, prioritize work, and maintain healthy team performance.

Before you begin

• Understanding SLA and XLA metrics

Monitor your team's workload

Review your team's workload regularly throughout the day, rather than waiting until service targets are missed.

Pay particular attention to:

• Open cases
• Unassigned work
• Cases requiring manual triage
• High-priority requests
• Cases approaching or exceeding service targets.

Monitoring these areas helps you identify bottlenecks before they affect employees.

Monitor service levels

Service-level indicators help you understand whether cases are progressing as expected.

Watch for cases that are:

• On track – progressing within service targets.
• At risk – approaching one or more service targets.
• Breached – exceeding one or more service targets.
• Paused – waiting on the employee or otherwise not actively counting toward service targets.

Prioritize At risk and Breached cases before routine work whenever possible.

For more information about service levels, see Understanding SLA and XLA metrics.

Balance workloads

No two agents have the same workload throughout the day.

Regularly review:

• The number of open cases assigned to each agent.
• The complexity and priority of assigned work.
• Agent availability, leave, or planned absences.
• Unassigned work waiting in the claim queue.

When necessary, reassign work to maintain a balanced workload across your team.

Monitor queue health

Healthy queues help ensure work continues moving through the team.

Look for signs that a queue needs attention, such as:

• Increasing numbers of unassigned cases.
• Large backlogs in specific categories.
• Frequent manual triage.
• High numbers of overdue cases.
• Recurring SLA breaches.

Persistent issues often indicate opportunities to improve routing, staffing, or configuration.

Use shared views

Shared views provide a consistent way for managers to monitor workload and service performance.

Common management views include:

Review these views regularly throughout the day to identify changes in workload and priorities.

Work with your Case Administrator

Some performance issues can't be resolved through day-to-day management alone.

Work with your Case Administrator to review:

• Team structure
• Agent expertise
• Maximum case limits
• Categories and AI intake briefs
• Priority definitions
• SLA policies

Improving configuration often reduces manual work and helps automatic routing become more accurate over time.

Daily management checklist

A typical review might include:

• Review new work across your teams.
• Complete any manual triage.
• Check for cases at risk of breaching service targets.
• Review agent workloads and reassign work if necessary.
• Monitor the claim queue.
• Follow up on recurring bottlenecks or escalations.

Repeating this process throughout the day helps maintain a balanced workload and consistent service.

Best practices

To maintain healthy team performance:

• Review queues frequently instead of relying solely on notifications.
• Address manual triage cases promptly.
• Reassign work before service targets are at risk.
• Use shared views to create a consistent management process.
• Review recurring trends rather than focusing only on individual cases.
• Partner with your Case Administrator to improve routing and workload distribution over time.

Troubleshooting

Next steps

• Monitor service levels
• Use manager digests