Did you know that you can use HR Case Management to assess service groups' performance?
With the Transferred Cases report in Case Management Analytics, managers can:
- Quantify the number of cases that one tier group has transferred to another
- Quantify the number of cases that one service group has transferred to another
- Determine why agents transferred cases
Agents can transfer individual cases to other service groups and agents as per the service group rules. They can also bulk transfer cases to a service group or agent if Agent/ServiceRep is enabled to do so.
Monitoring Service Groups’ Performance
The system automatically routes newly submitted cases to a designated default service group as per the cases' populations and topics.
However, when an agent transfers a case, human judgement determines which service group receives the case.
Sometimes agents transfer cases to the incorrect service group within a higher tier.
The higher tier agents can transfer such cases back to the lower tier agents.
With the Transferred Cases report, managers can review these transferred cases to determine if lower tier service groups are triaging cases correctly and transferring them to the correct upper tier service groups.
Sample Scenario:
A Tier 1 Customer Service agent transfers a case about bonuses to the Tier 2 Benefits service group.
An agent in Tier 2 Benefits service group who receives the case adds a note informing the agent that the case should be sent to the Payroll service group and transfers the case back to the Tier 1 agent.
On the Transferred Cases page, after bringing up the cases that Tier 2 transferred to Tier 1, the manager finds the transferred case about bonuses, identifies the agent who transferred the case, and reviews its Case History for specifics such as:
- Names of agents handling the case
- Service group changes
- Topic changes
The Transferred Cases Report
The Transferred Cases report displays cases that:
- The system defines as transfers as per the organization's configuration; and
- Include a Transfer Reason.
The system’s routing configuration defines whether the system logs new case submissions as transfers or not.
Because agents can transfer a case multiple times, each transfer appears as an individual item in the Transferred Cases report.
In Case Management Analytics, on the Transferred Cases page, after the manager brings up a pool of transferred cases, data fields appear for each case as per the following list.
Case No.: case number
Status: the case's status (Open or Closed)
Substatus: the case's substatus, e.g.: In Progress, Pending, Answered Question, etc.
Secured: whether the case is secured or unsecured; secured cases are visible only to members of the service group to which the case is assigned. Unsecured cases are visible to any service center user that serves the employee's population.
Employee: The name of the employee requesting help with the case's issue
UserID: The employee's user ID
From Service Group: the service group that transferred the case
From Tier: the tier that transferred the case
From Assignee: the name of the agent that the manager originally assigned to the case (if any) as per the rules assigned to the service group; if no name appears, either the manager did not assign a specific agent, or the service group rules do not allow managers to assign specific agents to cases.
Note:
Not every case with a From Assignee name has a To Assignee name.
To Service Group: the service group that received the transferred case
To Tier: the tier that received the transferred case
To Assignee: the name of the agent assigned to the transferred case, if any; if no name appears here, either the agent who transferred the case did not transfer it to any specific agent, or the service group rules do not allow agents to assign specific agents to transferred cases.
Notes:
- Not every case with a To Assignee name has a From Assignee name.
- On the case’s Case Details page, the Assigned To field contains the name of the agent who worked on the case most recently. This name need not match the case’s To Assignee name on the Transferred Cases page.
Subject: the text in the case's Subject field
Topic: the case issue's original topic
Note:
On the case’s Case Details page, the Topic field features the issue's most recently assigned topic.
Category: the case's issue category
Subcategory: the case's issue subcategory
Chat: whether the agent transferred the case while using the chat application (Yes or No)
Note:
“No” always appears in this data field if the chat application is not enabled.
SLA Date: the date and time (EST) that the case is expected to be closed; SLA = Service Level Agreement
Transferred By: the user ID of the agent who transferred the case
Transferred: the date and time (EST) that the case was transferred
Transfer Reason: why the agent transferred the case
Created: the date that the case was first created
Updated: the date of case's most recent update
Closed: the date the case was closed; if no entry appears, the case is open
Source: the method or location used to create and submit the case, e.g., Ask HR, HR Ask HR, Email Channel, Phone, etc.
Accessing the Transferred Cases Report
Steps:
1. Use a ServiceMgr or ServiceAdmin account to 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 Transferred Cases.
5. To review agents’ performance by tier, on the Transferred Cases page, in the Filter Options column:
- In the From Tier drop-down list, select a tier.
- In the To Tier drop-down list, select another tier.
- Click Apply.
6. To review agents’ performance by service group, on the Transferred Cases page, in the Filter Options column:
- In the From Service Group drop-down list, select a service group.
- In the To Service Group drop-down list, select another service group.
- Click Apply.
Managers can filter the results further via the other criteria in the Filter Options column:
- Status
- Substatus
- Priority
- Secured/Unsecured
- Employee Name or User ID
- Topics
- Categories
- Subcategories
- Issue Contains (keyword)
- Population
- Source
- Chat
- From Assignee
- To Assignee
- Transferred By
- Transfer Reason
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)).
