Issue Auto Resolution for HR dashboard
Summarize
Summary of Issue Auto Resolution for HR dashboard
The Issue Auto Resolution for HR dashboard provides ServiceNow customers with a near real-time graphical view of the Issue Auto Resolution application's performance in resolving HR-related cases automatically. This dashboard helps you monitor key metrics such as case resolution rates, estimated time and cost savings, and employee feedback on auto-resolved cases. It focuses on non-critical cases that the application identifies and attempts to resolve with self-service content recommendations.
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Key Features
- Graphical Performance Monitoring: Visualizes the total number of general inquiries, auto-resolved non-critical cases, and attempted auto-resolutions.
- Success Metrics: Displays estimated time savings, cost savings, and estimated costs associated with resolving open cases.
- Resolution Efficiency: Shows mean time to resolve predicted non-critical cases and the current auto-resolution rate.
- Channel and Feedback Insights: Breaks down request channels by percentage and presents employee feedback patterns on non-critical cases.
- Detailed Reporting: Each dashboard chart links to detailed list reports, enabling in-depth analysis by selecting specific data points.
- Date Range Filtering: Allows filtering dashboard data by date to analyze performance over specific periods.
Key Outcomes
By using the Issue Auto Resolution for HR dashboard, ServiceNow customers can:
- Gain clear visibility into how effectively non-critical HR cases are being auto-resolved, enabling better management and continuous improvement.
- Track and quantify operational efficiencies through estimated time and cost savings, supporting business case justification for automation.
- Understand employee feedback trends on auto-resolved cases, helping to improve self-service content and resolution quality.
- Use detailed reports linked from dashboard visuals to drill down for root cause analysis or targeted actions.
- Leverage date filters to monitor trends and measure impact over time for better strategic planning.
With the Issue Auto Resolution for HR dashboard, you can see a graphical representation of the Issue Auto Resolution application's case resolution performance. You can also monitor the success metrics for auto-resolved cases, estimated costs, and time saved by using the application.
Dashboard overview
The dashboard shows you a near real-time window into the application's case resolution performance of identifying and auto-resolving noncritical cases.
The following example shows the viewing perspective of the dashboard.
Reports and indicators
The following table shows the reports and indicators that you use to track and monitor the application's performance.
| Graph title | Type | Description |
|---|---|---|
| All cases | Donut | Total number of general inquiries that the employees raised. Note: The data points for this report are predicted by the underlying Machine Learning (ML) solution and differ from the Non critical cases
report. |
| Auto resolved (noncritical cases) | Single Score | Issue Auto Resolution application responded to cases with self-service content as recommendations. |
| Estimated time savings | Single Score | Total hours you saved by using the Issue Auto Resolution application. |
| Estimated cost savings | Single Score | Estimated costs for resolving the open cases (open cases multiplied by the average level/tier 1 cost per case). |
| Simulate cost savings | Single Score | Estimates your cost savings. |
| Estimated cost of open cases | Single Score | Estimated monetary value your organization must spend to resolve open cases. |
| Mean time to resolve | Single Score | Average time to resolve cases that were predicted as non-critical cases. Note: Case resolution time depends on the employee's feedback and service level agreements (SLAs). |
| Current auto resolution rate | Single Score | Number of cases that were auto-resolved from the total number of cases that were predicted as non critical. |
| Auto-resolution attempted | Single Score | Total number of cases for which deflection is attempted cases that passed through the AI prediction. |
| Resolved by IAR | Horizontal Bar | Number of cases auto-resolved through the Issue Auto Resolution application for each HR center of excellence (COE). |
| Request channels | Donut | Percentage of general inquiries that were received through request channels. |
| Employee feedback for non critical cases | Vertical Bar | Employee feedback pattern for all non-critical cases for the Issue Auto Resolution application. |
Detailed report view
Each dashboard report is related to a data source (table or indicator). Select each data point in a report to see the detailed list of data.
The following example shows how selecting any data point on the dashboard gives you the complete list report.
Dashboard filters
Use the dashboard filter to get the results that are based on a selected date range.
The following example shows what the date filter option looks like in the dashboard.