Issue Auto Resolution for HR dashboard
Summarize
Summary of Issue Auto Resolution for HR Dashboard
The Issue Auto Resolution for HR dashboard provides a visual representation of the performance metrics for the Issue Auto Resolution application. It allows users to monitor key success indicators related to the auto-resolution of noncritical cases, including estimated costs and time savings.
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Key Features
- Real-Time Performance Tracking: The dashboard offers near real-time insights into the application's ability to identify and auto-resolve noncritical cases.
- Reports and Indicators: Various reports track metrics such as total inquiries, estimated time and cost savings, and resolution rates. Key reports include:
- All Cases: Displays total inquiries raised by employees.
- Auto Resolved (Noncritical Cases): Shows cases responded to with self-service recommendations.
- Estimated Time Savings: Total hours saved using the application.
- Estimated Cost Savings: Projects costs for resolving open cases.
- Mean Time to Resolve: Average resolution time for predicted non-critical cases.
- Current Auto Resolution Rate: Proportion of auto-resolved cases from total predicted cases.
- Request Channels: Percentage of inquiries received through different channels.
- Employee Feedback: Patterns of feedback for non-critical cases.
- Detailed Report View: Selecting data points reveals detailed lists related to each report.
- Dashboard Filters: Allows users to refine results based on selected date ranges.
Key Outcomes
By utilizing the Issue Auto Resolution for HR dashboard, customers can effectively monitor and improve the performance of their case resolution processes. This enhances operational efficiency through better resource management, reduces costs, and improves employee satisfaction by providing timely resolutions to 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.
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.