Did you know that you can use HR Case Management to track productivity?
With the Case History report in Case Management Analytics, managers and administrators can quantify the amount of active case updates—or “touch points”—that agents perform over time, e.g.:
- Annually
- Quarterly
- Monthly
- Weekly
- Daily
- And more
Case Management can include the Archived Case History report and other case history-related reports as per the customer’s needs and configuration.
Case Actions
When an agent performs an action on an active case, the system logs the action into the Case History. These actions include:
- Agent Changed
- Archived
- Category Changed
- Closed
- De-escalation
- Escalation
- Issue Changed
- Opened
- Population Changed
- Priority Changed
- Read By
- Reopened
- Regarding Changed
- Secure Changed
- Service Group Changed
- SLA Changed
- Subcategory Changed
- Subject Changed
- Substatus Changed
- Topic Changed
- Unarchived Updated
Case History
While the individual case stores its own history, the Case History report in Case Management Analytics tracks all active cases’ touch points.
Use additional criteria to filter the time-defined results:
- Status (Open or Closed)
- Substatus
- Priority
- Secured/Unsecured
- Event
- Topics
- Categories
- Subcategories
- Subject Contains
- Issue Contains
- Population
- Service Groups
- Tier
- Logged By
Accessing the Case History Report
Steps:
1. Log into the Case Management portal on the live site at: https://erc.enwisen.com.
2. On the portal page, in the upper left, click the Case Management (or Knowledgebase) drop-down menu (the name can vary as per customer), then click the Analytics drop-down menu.
3. In the Analytics drop-down menu, click Case Management Analytics.
4. In the Case Management Analytics menu, click the Case Reports drop-down menu, then click Case History.
5. On the Case History page, no cases appear. To view case updates per time period, in the Filter Options column, under Event Date, enter the start and end dates in the From and To fields, then click Apply.
6. The list of case updates appears. Set the criteria the Filter Options column to filter the list as preferred—e.g., as per Service Group—then click Apply.
Useful Documents
HR Case Management Administration Guide, Release 2023
The Infor HR Case Management Administration Guide provides information about the key concepts and practices related to the set up and configuration of a service center. This guide is for customers who use Case Management as set up administrators.
HR Case Management User Guide, Release 2023
This guide provides insight about the key concepts and practices related to the operation and management of a service center. It describes functions for creating and servicing cases and monitoring service center performance.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
