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Administrator Guide
Last Updated: 2023-06-23
Case Agent Skills and Reports

Case Agent Skills and Reports

A Case Agent skill refers to specific actions or tasks that an agent can take. You can specify which actions or tasks you want the agent to be able to perform by setting each skill as either active or inactive in the
Agent Management Hub
.
Skill and tool configuration changes can take up to 10 minutes to take effect for Case Agent due to caching.
Skills
Description
Case Classification
Enables employees to classify their cases more efficiently by suggesting case types based on the details of the case. When you enable this skill, the Case Agent will automatically populate the
Case Type
 field. You can manually update the field if the suggested case type isn’t accurate.
The agent suggests a
Case Type
 based on the
Case Title
 and
Case Description
 of a new case. The skill compares the specified
Case Title
 and
Case Description
 to the available list of
Case Types
 and associated
Case Type Descriptions
 and makes an appropriate suggestion. We recommend ensuring your
Case Types
 and associated
Case Type Descriptions
 are current to ensure accurate AI suggestions.
Case Assignment
Automatically assigns a case to a case solver based on their role, absence data, current case workload and security permissions. It ensures your service teams have an optimized and balanced case workload. Case assignment only applies to new cases created from:
  • Help Center
  • Mobile Article
  • QuickTip
It doesn’t apply to cases created by email, business process, or the
Create Case Advanced
 task.
Case Summarization
Enables case solvers to generate a summary of a case using AI. It reduces the effort required to review the case history and document a summary, making it easier to:
  • Manage multiple cases
  • Re-assign a case
  • Manage long running cases with multiple contributors
Your summary will be structured with an
Overview
and
Actions Taken
 section. Workday uses these fields when generating the summary:
  • Case For
  • Case About
  • Case Title
  • Case Description
  • Case Questionnaire
  • Case Messages
  • Internal Notes

Considerations

  • When automatically assigning cases, the case assignment skill will exclude:
    • Service team members who don’t have the required security permissions to access the case. Example: If a case is confidential, only case solvers with confidential case access will be considered for assignment.
    • Members of the team that belong to a role that has been excluded in the field
      Roles to Exclude from AI Case Assignment for All Service Teams
       field on the
      Maintain Case Agent
       task.
    • Service team members on leave or holidays for the full day of the date the case was created. Cases are then assigned to the eligible solver with the fewest cases that have a status of
      Open
      or
      In Progress
      , automatically scaling down capacity for partial-day time-off to ensure balanced case distribution.
  • The
    Case Assignment
     skill uses Workday leave data, not third-party data. Assignments based on leave and absence data will only work if the security group the Case Agent Integration System User (ISU) is a member of, is added to the domain security policies for:
    • Worker Data: Time Off
    • Worker Data: Leave & Absence
    If you don’t want to use leave data, or if your leave data is in an external system and not Workday. You can skip this step and still use the assignment skill, but the skill won't consider case solver leave data when assigning cases.
  • When classifying cases:
    • The agent will only suggest case types that the employee has access to based on the configured case eligibility rules. Example: If a rule exists to make the case type ‘EMEA Benefits’ available to employees in Europe, the agent won't suggest this case type to employees creating a case in the United States.
    • When this skill is enabled, the
      Case Type
       field will be displayed below the
      Case For
      ,
      About
      ,
      Case Title
      ,
      Case Description
       fields on the
      Create Case
       task to enable the agent to use the information provided to make an accurate suggestion.

Reports

You can use these Workday-delivered reports to understand the performance and functionality of the Case Agent.
Report
Description
Cases Assigned by Case Agent
View the cases automatically assigned by the Case Agent and the reason for the assignment. Example: A case was assigned to the case solver with the least workload that has access to confidential cases. It also identifies cases that were created through the Help Center, Mobile, Articles and QuickTips but weren’t assigned, and the reason it wasn’t assigned.
The
Assignee
 column displays the user originally assigned by the agent. If the assignment has been manually overridden, then the
Overridden by a Manual Assignment
 column will display
Yes
, and the current case assignee will differ from the name shown in the
Assignee
 column of the report.
Case Classification Results
View the cases that were automatically classified by the Case Agent and compare the
AI-Suggested Case Type
 to the
Case Type
 currently assigned to the case.