HR Success Dashboard indicators components

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of HR Success Dashboard Indicators Components

    The HR Success Dashboard offers visual analysis of performance and self-solve data to enhance business outcomes. It features various components to measure Key Performance Indicators (KPIs) across different tabs, enabling effective tracking of HR metrics.

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    Key Features

    • Performance Overview: Measure KPIs such as Self-solved percentage, Call deflection percentage, Structured tickets percentage, and Successful predictions.
    • Service Quality: Track KPIs including Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution.
    • Scorecards: Aggregate daily KPI values for selected periods (monthly, quarterly, yearly) and compare with previous periods to assess performance changes.
    • Info Icons: Access brief descriptions of indicators and their calculation methods.
    • Trend Analysis: View trends for metrics like Call deflection and Structured tickets over time.
    • Customizable Indicators: Replace or add indicators to fit specific implementations beyond the base system.
    • Record-Level Breakdown: Access detailed views of indicators for deeper analysis with appropriate user permissions.
    • More Information Panel: Provides contextual formulas and definitions for selected metrics or KPIs.

    Key Outcomes

    Utilizing the HR Success Dashboard empowers ServiceNow customers to gain insights into their HR processes, drive improvements in service quality, and make data-driven decisions based on comprehensive KPI analysis and trend evaluations.

    Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.

    Performance Overview in HR Success Dashboard indicators

    Measure the Key Performance Indicators (KPIs) like Self-solved percentage, Call deflection percentage, Structured tickets percentage, and Successful predictions in the Performance Overview tab. For more information, see HR Success Dashboard indicators KPI definitions and formulae.

    Figure 1. HR Success Dashboard indicators Overview
    HR Success Dashboard indicators Overview page displayed.

    Service Quality in HR Success Dashboard indicators

    Measure the Key Performance Indicators (KPIs) like Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution in the Service Quality tab. For more information, see HR Success Dashboard indicators KPI definitions and formulae

    Figure 2. Service Quality
    Service Quality tab displayed on the HR Success Dashboard indicators.

    Scorecards in HR Success Dashboard indicators

    View the aggregation of the daily values for KPIs in the selected period on the scorecards.

    • Current period score: View the aggregated score for the current time period. Select one of the following options:
      • Monthly: View the data aggregated monthly. For counts, this data is the monthly sum of the daily values. For percentages, this data is the monthly average of the daily percentages.
      • Quarterly: View the data aggregated quarterly. For counts, this data is the quarterly sum of the daily values. For percentages, this data is the quarterly average of the daily percentages.
      • Yearly: View the data aggregated yearly. For counts, this data is the yearly sum of the daily values. For percentages, this data is the yearly average of the daily percentages.
    • Comparison with previous period: View the percentage change compared to the previous period aggregation. Data is displayed in a month-over-month, quarter-over-quarter, and year-over-year comparison based on the availability of the data.

    Info icons in the HR Success Dashboard indicators

    View the short description of the indicator and understand how the indicator value is calculated.
    Figure 3. Info Icons and cards
    Info cards on each KPI parameter displayed on the screen.

    Trends in HR Success Dashboard indicators

    Select and view the trend of the metric scorecard aggregated scores:
    • Call deflection trend
    • Structured tickets trend

    View details in the HR Success Dashboard indicators

    See the constituent drill-down views and their contextual descriptions for KPIs. The detailed information can be viewed by selecting View details.
    • View the primary indicators.
      Figure 4. Primary indicators
      Primary indicators page of the HR Success Dashboard indicators
      You can replace or add new indicators to suit your implementation in addition to the base system indicators. For more details, see HR Success Dashboard indicators KPI definitions and formulae.
    • View the contributing indicators.
      Figure 5. Secondary indicators
      Secondary indicators displaying on the HR Success Dashboard indicators
      You can view a graph of the contributing indicators scores over time along with the KPI value.
    • View the record-level breakdown
      Figure 6. Third level breakdown indicators
      Third level indicators of the HR Success Dashboard indicators displayed
    This level drill-down helps you view the record-level details of the indicator when you have the sn_sd.success_dashboard_details_read user permissions. See KPI details for more information.

    More Information panel in HR Success Dashboard indicators

    View the contextual formula, definitions, or any other information about the metric or KPI selected.
    Figure 7. More info card
    More info card on the HR Success Dashboard overview page