Key Features

• Target Users and Roles: Designed for HR Managers with the snhrcore.manager role, who require operational transparency.
• Use Case: Helps organizations meet or exceed modern workforce expectations by tracking HR cases and resolution processes.
• Performance Indicators: Includes critical metrics such as:
  • Average Case Survey Score: Measures employee satisfaction post-case closure, aiming for improvement over time.
  • HR Cases Growth: Tracks backlog changes via open minus closed cases.
  • Open Cases with Breached SLAs: Counts cases exceeding SLA thresholds.
  • Average Age of Open and Closed Cases: Calculates how long cases remain open and the time taken to close them.
  • Number of Open Cases: Shows active cases and their age distribution.
  • Average Reassignment of Open Cases: Monitors case reassignments to identify potential inefficiencies.
  • Cases Without Updates: Flags cases with no recent activity (3 or 10 days), indicating potential stagnation.
  • Unassigned Open Cases: Identifies cases pending assignment.
  • Daily Case Metrics: Tracks new and closed cases, plus cumulative durations.
• Data Breakdowns: Metrics can be segmented by Age, Agent, Assignment Group, COE, HR Service, Priority, Source, State, Topic, and Category for detailed analysis.
• Visualizations: The dashboard incorporates multiple visualization types including single score widgets, lists, horizontal bar charts, heatmaps, and multilevel pivots to present data like breached SLAs, critical cases, unassigned cases, backlog by state, and time spent in groups.

Benefits for ServiceNow Customers

By leveraging this dashboard, HR managers can gain a comprehensive understanding of case management performance and employee satisfaction trends. The visibility into backlog growth, SLA breaches, and case reassignment enables proactive management to optimize HR service delivery. Ultimately, this supports organizations in delivering a more responsive and satisfying employee experience aligned with workforce expectations.