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Summary of HR Success Dashboard indicators components
The HR Success Dashboard indicators provide visual analysis of performance and self-solve data to help drive business outcomes.It enables ServiceNow customers to monitor key HR service metrics through various components, offering insights into service quality and operational efficiency.
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Key Features
Performance Overview Tab: Measures critical KPIs such as Self-solved percentage, Call deflection percentage, Structured tickets percentage, and Successful predictions, giving a snapshot of HR service effectiveness.
Service Quality Tab: Tracks KPIs related to customer experience and resolution efficiency, including Customer satisfaction score, Mean time to resolve, Percentage of Breached SLAs, and First assignment resolution rate.
Scorecards: Display aggregated daily KPI values over selectable time periods (monthly, quarterly, yearly). For counts, sums are used; for percentages, averages are calculated. The dashboard also shows percentage changes compared to previous periods (e.g., month-over-month, quarter-over-quarter, year-over-year), enabling trend comparison.
Info Icons: Provide concise descriptions of indicators and explain how their values are calculated, helping users understand the metrics quickly.
Trends: Visualize trends for specific KPIs such as call deflection and structured tickets, facilitating performance tracking over time.
Detailed Views and Drill-downs: Users can access detailed contextual descriptions and constituent drill-down views of both primary and secondary indicators. This includes graphs of contributing indicators and record-level breakdowns for users with appropriate permissions (snsd.successdashboarddetailsread).
Customization: Customers can replace or add indicators to align the dashboard with their specific implementation needs beyond the base system indicators.
More Information Panel: Displays contextual formulas, definitions, and additional information about selected metrics or KPIs to enhance understanding and analysis.
Key Outcomes
Using the HR Success Dashboard indicators, ServiceNow customers can effectively monitor and analyze key HR service metrics, identify trends and areas for improvement, and make informed decisions to enhance service quality and operational efficiency. The ability to drill down into detailed data and customize indicators ensures that the dashboard can be tailored to meet unique organizational requirements.
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.
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
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
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 indicatorsYou 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 indicatorsYou 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
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