Using the Fluid Agent Triage Dashboard to View and Manage HR HelpDesk Cases
This topic discusses how agents use the Fluid Agent Triage Dashboard to view and manage HR HelpDesk cases.
Understanding the Fluid Agent Triage Dashboard
The Fluid Agent Triage Dashboard helps HR HelpDesk agents to:
Create Search definitions to be displayed as Info Tiles on their dashboards.
Group or triage cases into various categories to effectively manage all cases.
Search for cases using Case IDs.
Create new cases.
Activate or inactivate the search definitions on their dashboard.
|
Page Name |
Definition Name |
Usage |
|---|---|---|
|
CR_RC_AGT_TRIAGE_GBL_FL |
Access the Agent Triage Dashboard page. |
|
|
RC_AGT_DASHBRD_FL |
View and manage/triage the HR HelpDesk cases. |
|
|
RC_AGTFLTR_PREF_FL |
Agents use this page to configure the search definitions and the order of display of the Info Tiles on the Agent Triage Dashboard. |
|
|
RC_AGT_TRIAGE_FL |
Agents use this page to set their own search definitions to appear as Info Tiles on the Agent Triage Dashboard. |
Use the Agent Triage Dashboard tile (CR_RC_AGT_TRIAGE_GBL_FL) to access the Agent Triage Dashboard.
Note: The Agent Triage Dashboard tile is a dynamic tile created using the Tile Wizard. You can find the setup details in , under the Tile Name: AGENT_TRIAGE_DASH.
For more information, refer the topic Using Tile Wizard on PeopleTools: Portal Technology.
Navigation:
You can add the My Agent Triage Dashboard tile, through personalization, to any system-delivered Agent homepage or a homepage that you create.
This example illustrates the fields and controls on the My Agent Triage Dashboard tile.
The Agent Triage Dashboard tile displays the number of cases for the top two search definitions, in the order of display as set in the Personalize Search Definitions Page.
Use the Agent Triage Dashboard page (RC_AGT_DASHBRD_FL) to view and manage/triage the HR HelpDesk cases.
Navigation:
Click the My Agent Triage Dashboard tile on an Agent homepage.
This example illustrates the fields and controls on the Agent Triage Dashboard page. You can find definitions for the fields and controls later on this page.
Field or Control |
Description |
|---|---|
Case Search |
Enter a Case ID to navigate directly to the case page. |
|
Click the Refresh button to refresh the page. |
|
Click to access the Personalize Search Definitions page, where as an Agent you can set search definitions to appear as Info Tiles on the Agent Triage Dashboard. |
Create Case |
Click this button to create a new case. |
Info Tiles |
Info Tiles are Search Categories created either by an Agent or the Administrator. A maximum of eight Info Tiles are displayed at the top of an Agent Triage Dashboard. The order in which these appear can be set in the Personalize Search Definitions page. |
Case ID |
Displays the unique ID of the case. |
Employee |
Name of the employee for whom the case is created. |
Problem Summary |
Displays a brief case description. |
Priority |
Displays the priority assigned to the case. |
Case Status |
Displays the status of the case. |
Provider Group |
The provider group to which the HRHD case is assigned. This field is left blank if the case is assigned to an individual. |
Last Modified |
The date and time when the HRHD case was last modified. |
Quick Update |
Click this button to Quick Update page where you can update the case information as well as add a note. |
This example illustrates the fields and controls on the Quick Update page.
Field or Control |
Description |
|---|---|
|
Click the Chevron button on a case row to navigate directly to that case. |
Agents use the Personalize Search Definitions page (RC_AGTFLTR_PREF_FL) to configure the search definitions and the order of display of the Info Tiles on the Agent Triage Dashboard.
Navigation:
Click the Agent Triage Dashboard tile on an Agent homepage. On the Agent Triage Dashboard page, click the Configuration Update button to open the Personalize Search Definitions page.
This example illustrates the fields and controls on the Personalize Search Definitions page.
Agents use the Configure Search page (RC_AGT_TRIAGE_FL) to set their own search definitions to appear as Info Tiles on the Agent Triage Dashboard.
Navigation:
Click the Agent Triage Dashboard tile on an Agent homepage. On the Agent Triage Dashboard page, click the Configuration Update button to open the Personalize Search Definitions page and then click the Configure button or Plus button.
This example illustrates the fields and controls on the Configure Search page.
Field or Control |
Description |
|---|---|
Delete button |
Use the Delete button to delete the search definition. |