HR Service Delivery with Ultimate Kronos Group

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of HR Service Delivery with Ultimate Kronos Group

    The HR Service Delivery with Ultimate Kronos Group application integrates Ultimate Kronos Group (UKG) workforce management data into the ServiceNow Employee Center. It enables employees and managers to interact with workforce information via a Virtual Agent conversational interface, enhancing self-service capabilities within HR Service Delivery. The application uses Natural Language Understanding (NLU) to interpret employee queries and deliver relevant responses.

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    Key Features

    • Virtual Agent Conversations: Employees and managers can engage with the Virtual Agent using keyword-based and natural language queries to access workforce data.
    • Employee Access: Employees can retrieve accrual leave balances, work hours, punch lists, schedules, time-off requests, and upcoming shifts directly within the Employee Center.
    • Manager Access: Managers can view their team members’ locations, schedule changes, and time-off requests to support workforce management and decision-making.
    • NLU Model: Improves conversational accuracy by understanding utterances related to workforce queries, enabling natural dialogue like "show my sick leaves" or "my work schedules of the previous pay period."

    Application Setup

    To enable this integration, customers must first activate the HR Service Delivery Integration with Ultimate Kronos Group [snhrukg] application from the ServiceNow Store. After activation, follow the setup instructions to connect and configure the integration, allowing data exchange between UKG and ServiceNow.

    Employee Self-Service Capabilities

    • Accrual Balances: View aggregate leave balances or specific leave types using chat queries or templates.
    • Hours Worked: Retrieve hours worked over selected symbolic periods.
    • List of Punches: Access punch records for specified timeframes.
    • Work Schedules: View scheduled shifts for symbolic periods or upcoming three-day schedules.
    • Time Off Requests: Check status of time-off requests within a 15-day period from the current day.
    • Upcoming Shift: See details of the next scheduled shift, including location and timing.

    Manager Self-Service Capabilities

    • Reportee’s Location Today: View current day locations of team members.
    • Schedule Changes: Monitor shift covers, swaps, availability changes, open shifts, and self-scheduling requests in offered, invalidated, or pending states.
    • Time Off Requests: Review pending time-off requests for individual or entire teams over a defined period.

    Practical Benefits

    This integration streamlines HR and workforce management by providing employees and managers with direct, conversational access to essential UKG data within the familiar ServiceNow Employee Center environment. It reduces manual inquiries, accelerates information retrieval, and supports informed workforce decisions.

    Next Steps

    ServiceNow customers interested in this integration should activate the application from the ServiceNow Store and follow the configuration guides to enable data synchronization. Utilize the Virtual Agent templates and NLU models to customize conversational experiences based on organizational requirements.

    With the HR Service Delivery with Ultimate Kronos Group application, provide employee assistance through conversations in the Virtual Agent conversational (client) interface. Enable employees to view their accrual leave balances, schedules, and upcoming shifts from the Ultimate Kronos Group application in ServiceNow Employee Center.

    Key features include:
    • Build conversations that are based on keywords that an employee enters.
    • Apply Natural Language Understanding (NLU) models, which enable the Virtual Agent to pick utterances for understanding, processing, and responding to what employees are saying during a conversation.

    Application setup

    First, you must activate the HR Service Delivery Integration with the Ultimate Kronos Group [sn_hr_ukg] application from the ServiceNow Store. Next, you must set up HR Service Delivery Integration with Ultimate Kronos Group application.

    HR Service Delivery with Ultimate Kronos Group overview

    After the activation and setup of HR Service Delivery Integration with Ultimate Kronos Group is complete, the HR Service Delivery with Ultimate Kronos Group responds to what employees or managers are saying during a conversation, and allows employees to view the following details from the Ultimate Kronos Group application in the Employee Center Employee Service Center.

    Topics accessible to employees

    As an employee, you can view your accrual balances, work hours, list of punches, schedules, time-off requests, and upcoming shifts using the Virtual Agent.
    Retrieve My Accrual Balance
    You can view the aggregate of accrual leaves balance (by type) by selecting the Retrieve My Accrual Balance (Template). If the NLU model is trained, you can ask a question in the chat (for example, show my sick leaves) and view the balance of a single type of leave.
    Retrieve My Hours Worked
    You can view the number of hours worked for a given period by selecting the Retrieve My Hours Worked (Template) and choosing a symbolic period.
    Retrieve My List of Punches
    You can view the list of punches by selecting the Retrieve My List of Punches (Template) and choosing a symbolic period.
    Retrieve My Schedule
    You can view the work schedule for a given period by selecting the Retrieve My Employee Schedule (Template) and choosing a symbolic period. If the NLU model is trained, you can ask a question in the chat (for example, my work schedules of the previous pay period) and view the work schedules for that symbolic period.

    You can also view your schedule location for three days from the current day.

    Retrieve My Time Off Requests
    You can view the status of the time off requests by selecting the Retrieve My Time off Requests (Template) and specifying an end date.
    Note:
    Ensure that the selected time-off period ranges for 15 days from the start date (current day).
    Retrieve My Upcoming Shift
    You can view the next upcoming shift by selecting the Retrieve My Upcoming Shift (Template). If the NLU model is trained, you can ask a question in chat (for example, show my shifts) and directly view the next upcoming shift.

    You can also view your location along with the shift date and time.

    Topics accessible to managers

    As a manager, you can access and view the locations, schedules, and time-off requests of your team using the Virtual Agent.
    Note:
    The templates are visible only to a user with the manager role.
    Reportee's Location Today
    You can view the location of a reportee in the team (for today) by selecting the Reportee’s Location Today (Template).
    Reportee's Schedule Changes
    You can view the schedule change requests such as shift cover, shift swap, availability change, open shift, and self-schedule. Follow the onscreen instructions for more information on the schedule changes.
    Note:
    You can view the change requests in offered, invalidated, or pending state.
    Reportee's Time Off Requests
    You can view the pending time off requests from your team for a specified time period. You can check the requests from the individual team members or the entire team.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.