Agent reports

Agent reports includes information that show data for cases that are assigned to the agent, excluding hidden cases. As an agent, you can use the report catalog to view your case workloads and access relevant cases.

See Infor HR Talent User and Administration Library (Cloud and On-premises) and select User > Report Catalog.

Some charts offer additional detailed reports. You can click one of these charts to view the detailed report and open a case:

Report Description
By Priority This report shows the number of active, open cases currently assigned to the logged in agent, grouped by priority.
By Topic This report shows the number of active, open cases that are currently assigned to the logged in agent, grouped by topic.
By Open SLA This report shows the number of active, open cases currently assigned to the logged in agent, grouped by priority. Within each priority type, the number of cases that are on target, at risk, and missed are shown.

The SLA range is the difference between the case creation date and the configured SLA due date. This value is measured to the lowest level of granularity set for Topic, Category and Subcategory. For example, the SLA due date for a Subcategory supersedes the SLA due date for the category. The SLA due date for a category supersedes the SLA due date for the topic.

On Target: 26-100% of the SLA range.

At Risk: 1-25% of the SLA range.

Missed: The case has passed the SLA Due Date.
By First Contact This report shows the percentage and number of closed, non-hidden cases that meet these conditions:
  • They are assigned to the logged in agent
  • They were resolved at first contact in accordance with the policy of the organization

Yes: Indicates cases were resolved at first contact.

No: Indicates cases were not resolved at first contact.

Undefined: Resolved cases where the First Contact Resolution setting was not utilized because an employee closed the case using a self-service module or because an agent had closed the case using the Active Cases report's bulk close feature.

You can view the number of cases, instead of percentage, by moving the mouse over a pie chart segment.
Survey Average For organizations that use surveys. Shows the cases with completed surveys and that are assigned to the logged in agent.
Service Group Cases Shows all active cases in the service group served by the logged in service user.