Analyze the behavior of universal requests in your organization and track transfers.
As a process owner, use this dashboard to measure efficiency and to determine necessary
improvements in the overall implementation of Universal Request.
To view the Universal Request Process Overview dashboard, navigate to Universal Request > Process Overview. The reports are based on closed universal requests. You can select
the time period for the reports using the date filter. Click and open each indicator
for more details.
You can view the dashboard in the Next Experience UI Framework. Select any indicator widget to view it's details in a list view.
Use the Edit button to modify the dashboard and the widgets with the in-line editor. For more information, see Edit Platform Analytics dashboards.
Figura 1. Process Overview tab
The SLA Trends tab displays dynamic Performance Analytics reports
for Universal Request. To view this tab, activate the Performance
Analytics and Reporting for Universal Request plugin (com.snc.universal_request.pa).
The SLA trends tab displays reports based on closed universal
requests. By default, the monthly data is displayed. To collect daily data for this
tab, run the [PA Universal Request] Daily Data Collection job.
To collect data for the past three months, run the [PA Universal Request]
Historical Data Collection job. Figura 2. Process Overview SLA Trends tab
Required ServiceNow AI Platform roles
The following roles can view the Universal Request Process overview
dashboard:
Admin
UR Admin [sn_uni_req.ur_admin]
Service owner [sn_uni_req.ur_service_owner]
Use cases
For examples of how different people in your organization would use this dashboard,
see these use cases.
Tabela 1. Users and use cases for Universal Request Process Overview
dashboard
User
Dashboard use
admin, sn_uni_req.ur_admin
View and edit the dashboard. Manage users, groups, and roles
of the dashboard.
sn_uni_req.ur_service_owner
View and analyze the UR behaviors and track transfers to make
informed decisions about your service.
Indicators
All the following indicators are measured on a monthly basis.
Universal Request Response SLA Breaches
The number of breaches in Universal Request Response SLA.
Universal Request Response SLA Average
The average value for Business elapsed time (in minutes) of response
SLAs for Universal Request.
Universal Request Resolution SLA Average
The average value for Business elapsed time (in minutes) of resolution
SLAs for Universal Request.
Universal Request Resolution OLA Breaches
The number of breaches in Universal Request Resolution OLA.
Universal Request with Primary Ticket Resolution SLA Average
The average value for Business elapsed time (in minutes) of resolution
SLAs for Universal Requests with a primary ticket.
Universal Request Primary Ticket Transfer Without Resolution
The number of Universal Request primary tickets that are transferred
without resolution.
Universal Request Primary Ticket SLA Breaches
The number of SLA breaches in primary tickets which have an associated
universal request.
% of breached Resolution SLAs of Universal Request with primary
ticket
The result of the formula ([[Universal Request with primary
ticket Resolution SLA Breaches]] / [[Universal Request with primary
ticket Resolution SLA]]) * 100.
The following indicators are used only to calculate formulas and are not shown
directly on the dashboard:
Universal Request with primary ticket Resolution SLA Breaches
Universal Request with primary ticket Resolution SLA
Breakdowns
The breakdowns in the Universal Request Process Overview dashboard are
as follows:
UR Service Configurations
UR Assignment groups
Universal Request (Inactive)
Data visualizations
The visualizations in the SLA trends tab are based on closed universal requests per month.
Tabela 2. Universal Request Process Overview dashboard reports
Title
Type
Source table
Description
Assignment Group Changes by Group
Bar
universal_request_instrumentation
The number of times the UR is moved between the UR assignment group.
Resolution Time Consumed by Group
Bar
sla_breakdown_by_primary_ticket_and_group
The total resolution time consumed by universal requests spread across different assignment groups, such as IT, UR, or HR routing group. Resolution time is the total time consumed by the UR from the creation
to closure.
Sources
Donut
universal_request_instrumentation
The percentage of universal requests created from various sources, such as interaction, UR record producers, virtual agent, or email interactions.
Resolution Time Consumed by Service
Bar
sn_uni_req_sla_breakdown_primary_task_service
The total resolution time consumed by each department on the primary ticket. Resolution time is the total time consumed by the primary ticket from its creation to closure.
Triage Time Consumed by Group
Bar
sla_breakdown_by_primary_ticket_and_group
The total triage time consumed by different assignment groups on the UR. Triage time is the time consumed by the ticket in the UR assignment group queue before the department ticket is created. The triage time
pauses when the department ticket is created.
Transfer Disposition
Donut
universal_request_instrumentation
The disposition selected by the routing agents while transferring the tickets back to the UR. The statuses captured are the percentages of tickets that are either of the following:
Transferred with resolution
Transferred without resolution
Sensitive Universal Requests
Pie
universal_request_instrumentation
The number of tickets restricted by the employees and agents.
Transfers with Sensitive Comments/Attachments
Donut
universal_request_instrumentation
The percentage of universal requests that were transferred with sensitive information.
Filter
The date filter is available for the Overview tab.
Tabela 3. Universal Request Process Overview dashboard
filters
Name
Type
Description
Date
Choice
The time period for the data that will be filtered.
