This dashboard is part of the Human Resources Scoped App content pack and provides insights through three main tabs: Overview, Operational, and Backlog Monitor.

Key Features

• Targeted Role: The dashboard is intended for users with the snhrcore.manager role, typically HR Managers.
• Key Performance Indicators (KPIs): The dashboard tracks critical HR service metrics such as:
  • Average Case Survey Score: Shows employee satisfaction based on surveys after case closure, aiming for improvement over time.
  • HR Cases Growth: Reflects changes in case backlog by calculating the difference between open and closed HR cases.
  • Open Cases with Breached SLAs: Counts open cases exceeding SLA thresholds, highlighting service delays.
  • Average Age of Open and Closed Cases: Measures how long cases remain open and how quickly they are resolved.
  • Average Reassignment of Open Cases: Tracks how often open cases get reassigned, indicating potential workflow inefficiencies.
  • Cases Without Updates: Highlights open cases with no progress in the last 3 or 10 days to flag stagnant work.
  • Unassigned and Reassigned Cases: Monitors cases that are not yet assigned or have multiple reassignments.
  • Daily Metrics: Includes counts of new cases opened and cases closed each day.
• Data Breakdowns: The data can be analyzed by several dimensions such as case age, assigned agent, assignment group, HR service, priority, source, state, topic, and category to identify trends and bottlenecks.
• Visualizations: The dashboard offers multiple visualization types to interpret data effectively, including:
  • Single score indicators for key metrics like breached SLAs, critical cases, unassigned cases, and approvals requested.
  • Lists and horizontal bar charts showing backlog distribution by state.
  • Heatmaps to visualize case distribution.
  • Multilevel pivot tables to analyze time spent in each group over the last six months.

Benefits for ServiceNow Customers

This dashboard empowers HR Managers to:

• Monitor HR service delivery performance in real-time, focusing on case resolution speed, backlog management, and customer satisfaction.
• Identify operational challenges such as SLA breaches, unassigned or stagnant cases, and frequent case reassignments to improve workflow efficiency.
• Make data-driven decisions to enhance employee experience by addressing workforce expectations promptly and effectively.
• Leverage detailed breakdowns and visualizations to pinpoint issues and optimize the HR shared service center’s performance.

By utilizing this dashboard, HR Managers can ensure continuous improvement in HR service operations and deliver a higher quality employee experience.