HR Success Dashboard indicators KPI definitions and formulae

  • Release version: Xanadu
  • Updated August 1, 2024
  • 6 minutes to read
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    Summary of HR Success Dashboard indicators KPI definitions and formulae

    The HR Success Dashboard in ServiceNow provides key performance indicators (KPIs) to help you measure and improve HR service delivery. These KPIs track how effectively HR tickets are resolved, how well users self-solve issues, and the quality of service experienced by users. Enabling and configuring these indicators allows you to monitor automated resolutions, customer satisfaction, ticket handling efficiency, and predictive intelligence accuracy.

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    Key Performance Indicators (KPIs)

    • Self-solved: Percentage of issues resolved by users without Tier 1 agent intervention, including resolutions through Virtual Agent (VA), Knowledge Base (KB) articles, and automated workflows. Formula:
      [Self-solved VA + Self-solved KB + Automated resolutions] / [Total ticket resolutions + Self-solved VA + Self-solved KB] × 100
    • Self-solved using Virtual Agent: Counts automated conversations where users solve issues via VA, tracked through deflection nodes in VA topics.
    • Self-solved using Knowledge: Counts cases where users read Knowledge articles and do not create tickets within 24 hours, tracked via deflection metrics.
    • Automated Resolutions: Tickets resolved automatically through workflows or issue auto resolution configured in VA topics. HR cases fulfilled by fully automated catalog workflows are included.
    • Total ticket resolutions: Total number of HR issues resolved.
    • Call deflection: Measures reduction in ticket submissions by users self-solving or submitting tickets via Service Catalog or VA without agent help. Formula:
      [Catalog ticket submissions + VA ticket submissions + Self-solved VA + Self-solved KB] / [Total tickets submitted + Self-solved VA + Self-solved KB] × 100
    • Catalog ticket submissions: Number of HR cases submitted through Service Portal or Now Mobile app using Service Catalog.
    • VA ticket submissions: Number of HR cases submitted via Virtual Agent.
    • Structured tickets completed: HR cases successfully closed where fulfillment is not manual.
    • Successful predictions: Accuracy of Predictive Intelligence and Natural Language Understanding (NLU) in predicting case outcomes or user intent correctly.
    • Customer satisfaction score (CSAT): Average satisfaction rating from surveys after issue resolution, specifically for HR cases.
    • Mean time to resolve (MTTR): Average time from ticket creation to closure for HR cases.
    • Percentage breached SLA: Percentage of HR cases closed after SLA breach, calculated as (Breached SLA cases / Total closed HR cases) × 100.
    • Tickets resolved without reassignment: Percentage of HR cases closed without being reassigned to another user.

    Practical Use for ServiceNow Customers

    By enabling and configuring these KPIs, HR teams can gain actionable insights into how effectively users resolve their own issues, the impact of automation, and service quality metrics. Tracking automated and self-service resolutions helps reduce workload on Tier 1 agents. Monitoring call deflection and structured ticket completions enables optimization of service delivery channels. Analyzing predictive intelligence accuracy supports continual improvement of AI models. Measuring CSAT, MTTR, SLA adherence, and reassignment rates assists in maintaining high service standards and identifying bottlenecks.

    Customers can customize KPI definitions and data sources as needed to fit their organizational workflows by following guidance in configuring Success Dashboard indicator KPIs. This flexibility allows alignment with unique HR service models and enhances reporting relevance.

    Enable HR Success Dashboard indicators and configure to determine and use the Key Performance Indicators (KPIs) and formulae.

    Performance Overview

    HR Success Dashboard indicators uses the following KPIs and definitions:
    • Self-solved: Calculated from the daily average number of times your users achieved a resolution without intervention from Tier 1 Agents in the report range. Includes numbers from Self-solved using Virtual Agent, Self-solved using Knowledge and Automated resolutions (For example, HR tickets auto-resolution via Virtual Agent). See the formula:
      [Self-solved using Virtual Agent + Self-solved using Knowledge + Automated resolutions] / [Total ticket resolutions + Self-solved (VA) + Self-solved (KB)] x 100
      • Self-solved using Virtual Agent: Number of automated conversations that helped the user solve their problem. In the base system. This is determined by the instrumented deflection node in the VA topic.
        • HR issues self-solved using Virtual Agent: Number of times users solved their issues or requests in a Virtual Agent conversation. This is recorded in the deflection metrics table by the HR VA Self-Resolving deflection pattern instrumented in the conversation.
        • Note:
          To use a different method to determine this KPI, see Configure Success Dashboard indicators KPIs.
      • Self-solved using Knowledge: Number of times users are able to solve their problems by reading Knowledge articles. This is determined when users read Knowledge articles and do not create a ticket in a 24-hour window.
        • HR issues self-solved using Knowledge: Number of times users solved their issues or requests on their own by reading Knowledge Base articles. This is determined when the user opened provided article(s) and did not create a case in a 24-hour window. This is recorded in the deflection metrics table with the HR case deflection using Knowledge deflection pattern.
        • Note:
          To use a different method to determine this KPI, see Configure Success Dashboard indicators KPIs.
      • Automated Resolutions definition: Number of times the ticket is resolved automatically using automated workflows or by Issue Auto Resolution.
        • The Isuue Auto Resolution value is determined by the deflection node configured in the Issue Auto Resolution Virtual Agent topic.
        • The Request Fulfilled Automatically value is the number of requested items that are fulfilled using automated workflows. When the catalog item uses an automated workflow, the Fulfillment automation level field of the catalog item must be set to Fully-automated for it to be included in this metric.
          • HR cases automatically fulfilled: HR cases that are fulfilled using automated workflows. When the catalog item uses an automated workflow, the fulfillment automation level field of the record producer level item must be set to Fully automated. Once such an item is submitted, the automation level gets recorded.
          • Note:
            To use a different method to determine this KPI or add more sources (for example, automated catalog workflows), see Configure Success Dashboard indicators KPIs.
      • Total ticket resolutions: The number of HR issues resolved.
    • Call deflection: Calculated from the number of times per day requesters performed the actions, Ticket submissions using Service Catalog, Ticket submissions using Virtual Agent, Self-solved using Virtual Agent and Self-solved using Knowledge without Tier 1 agent intervention. See the formula:
      [Catalog ticket submissions + VA ticket submissions + Self-solved (VA) + Self-solved (KB)]/ [Total tickets submitted + Self-solved (VA) + Self-solved (KB)] x 100
      • Catalog ticket submissions: HR cases submitted using the Service Catalog in the Service Portal or the Now Mobile app.
        • HR Cases submitted using Service Catalog: Number of HR case submissions from the Service Portal or Now Mobile app, as recorded in the HR case table with source as Self Service.
        • Note:
          If you use a different method to determine this KPI or add more sources (for example, automated catalog workflows), see Configure Success Dashboard indicators KPIs.
      • VA ticket submissions: Number of times the ticket was submitted using the Virtual Agent. This is determined by the deflection node instrumented in the Virtual Agent topic.
        • HR Cases submitted using VA: Number of HR case submissions from Service Portal or Now Mobile app, as recorded in the HR case table with the source as Virtual Agent.
        • Note:
          If you use a different method to determine this KPI or add more sources (for example, automated catalog workflows), see Configure Success Dashboard indicators KPIs.
      • Self-solved deflections: Number of issues or requests users solved on their own using the Virtual Agent and the Knowledge Base articles.
        [Self-solved using Virtual Agent + Self-solved using Knowledge Articles]
        • HR issues self-solved using Virtual Agent: Number of times users solved their issue or requests in a Virtual Agent conversation. This is recorded in the deflection metrics table by the HR VA Self-Resolving deflection pattern instrumented in the conversation.
        • HR issues self-solved using knowledge: Number of times users solved their issues or requests on their own by reading Knowledge Base articles. This is determined when the user opened provided articles and did not create a case in a 24-hour window. This is recorded in the deflection metrics table with the HR case deflection using Knowledge deflection pattern.
        • Note:
          If you use a different method to determine this KPI or add more sources (for example, automated catalog workflows), see Configure Success Dashboard indicators KPIs.
    • Structured tickets completed: Total number of HR cases completed successfully in the report range.
      • Structured HR Cases Closed: Number of HR cases with a state of Closed complete where the associated HR Service has any Fulfilment Type other than Manual.
      • Note:
        If you use a different method to determine this KPI, see Configure Success Dashboard indicators KPIs.
    • Successful predictions: Successful predictions works by Predictive Intelligence solutions, counted when the prediction made by the solution is the same as the final value. In the base system, this value is determined when the system uses classification to predict and the final value in the case table is the same as the predicted value.
      • Successful predictions: Total successful predictions by Predictive Intelligence and the Natural Language Understanding (NLU) solutions.
      • Successful NLU predictions: Successful prediction of the number of times the NLU prediction model accurately understood the intent of the user's conversation or auto-selected a topic.
        • Successful HR case predictions: Number of times successful predictions have been made by the Predictive Intelligence solutions. It is counted when the prediction made by the solution is the same as the final value of the field in the HR case table.
        • Note:
          If you use a different method to determine this KPI, see Configure Success Dashboard indicators KPIs.

    Service Quality

    • Customer satisfaction score: It is the average of the customer satisfaction scores based on the surveys conducted after the issue was resolved.

      HR Average CSAT: HR case normalized satisfaction score or the HR Service Delivery Survey instances.

    • Mean time to resolve: It is the average of the time between the ticket creation and the ticket closure.

      HR Case MTTR: The sum duration of the closed HR cases or the number of closed HR cases.

    • % Breached SLA: It is the percentage of the issues that were resolved after the Service Level Agreement (SLA)s was breached.
      HR cases Breached SLA%: 
      (Number of Closed HR cases with Breached SLAs / Number of Closed HR cases) * 100
    • % Tickets resolved without reassignment: It is the percentage of tickets that are resolved without reassigning the ticket to a different user.

      % HR cases closed without reassignment: It shows the HR cases that were closed and has reassignment count as zero.