Issue Auto Resolution for HR dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Issue Auto Resolution for HR Dashboard

    The Issue Auto Resolution for HR dashboard provides a visual representation of the performance metrics related to the Issue Auto Resolution application. It enables users to monitor case resolution performance, success metrics for auto-resolved cases, estimated costs, and time saved through the application.

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    Key Features

    • Real-Time Metrics: The dashboard offers near real-time insights into the resolution of non-critical cases.
    • Reports and Indicators: Various reports track performance, including:
      • All Cases: Total general inquiries raised by employees.
      • Auto Resolved Cases: Cases addressed with self-service recommendations.
      • Estimated Time Savings: Total hours saved using the application.
      • Estimated Cost Savings: Estimated costs for resolving open cases.
      • Mean Time to Resolve: Average time for resolving predicted non-critical cases.
      • Current Auto Resolution Rate: Percentage of cases auto-resolved from non-critical predictions.
      • Request Channels: Breakdown of inquiries received through various channels.
      • Employee Feedback: Patterns of employee feedback on non-critical cases.
    • Interactive Reports: Selecting data points on the dashboard reveals detailed reports related to each metric.
    • Dashboard Filters: Users can filter results based on selected date ranges for better insights.

    Key Outcomes

    Utilizing the Issue Auto Resolution for HR dashboard allows ServiceNow customers to enhance case management efficiency, reduce operational costs, and improve overall employee satisfaction by ensuring timely and effective resolutions for non-critical inquiries.

    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.

    Figure 1. Dashboard user interface
    Issue Auto Resolution for HR application's dashboard view.

    Reports and indicators

    The following table shows the reports and indicators that you use to track and monitor the application's performance.

    Table 1. Graph type and description
    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.

    Figure 2. Viewing list report
    Issue Auto Resolution for HR for detailed report view.

    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.

    Figure 3. Viewing date filters
    Issue Auto Resolution for HR dashboard date filter.