Did you know that agents can view cases' ages in HR Case Management?
Previously, only service administrators could view how long cases had been with their assigned service groups via the “Service Group SLA” report in Case Management Analytics.
The Agent Queue includes the “My Cases” report.
Agents can add the “Age with Service Group (days)” column to the "My Cases” report via the Show/Hide columns list.
For cases in Open status, the calculated age is the difference between the current date/time and the date/time that the case was assigned to the service group.
For cases in Closed status, the calculated age is the difference between the case closure date/time and the date/time that the case was assigned to the service group.
Case age appears in decimal format. For example, a case's “Age with Service Group (days)” is 1.81 days.
Benefits
• Agents can discern how long a case has been with their assigned service group.
• Customers can add the “Age with Service Group (days)” column as per business need.
Adding the “Age with Service Group (days)” Column to the “My Cases” Report: Steps
1. Log into the portal as a service agent (ServiceRep).
2. In the portal menu, navigate to Case Management > Agent Queue > My Cases.
3. The My Cases report appears. Click the More menu (three dots icon). Select Show/Hide Columns.
4. The “Age with Service Group (days)” item appears at the bottom of the list. Click it to select it.
The “Age with Service Group (days)” column appears on the far right end of the My Cases report.
5. Click the More menu (three dots icon).
Select Save My View to retain the “Age with Service Group (days)” column in future views of the "My Cases" report.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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