Viewing HR Performance Analytics Scoped

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Viewing HR Performance Analytics Scoped

    HR Performance Analytics for the scoped version of HR Service Delivery enables organizations to align HR resources and systems with strategic objectives by providing insightful analytics on HR cases. To access this functionality, your organization must have a Performance Analytics subscription and activate the related plugin. Data collection occurs daily by default and is retained for 30 days, allowing for historical trend analysis. The data reflects the previous day's status due to the daily scheduled data collection job.

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    Data Collection and Indicators

    Two key scheduled jobs collect HR Performance Analytics data:

    • [PA HR Case] Daily Data Collection
    • [PA HR Case] Historic Data Collection

    Each job uses specific indicators that define what data to collect, optimizing data gathering. These jobs can be configured and scheduled to suit your organizational needs.

    Dashboards and Roles

    After data collection, users can view the analytics through dashboards tailored to different HR roles:

    • HR Manager Dashboard: Displays detailed insights on open cases including backlog, average resolution time, and unassigned cases. It allows filtering by groups and sorting by assignment group. Tabs provide views on operational metrics such as breached SLAs and cases not updated recently.
    • HR Agent Dashboard: Focuses on the logged-in agent’s workload showing backlog, breached SLAs, approval requests, and unassigned cases with filtering options by state, category, source, and priority.

    Performance Analytics Reports

    The dashboards include several key reports that visualize case data trends and details:

    • Volume of Open/Closed Cases by Category: Line charts show weekly trends; stacked bar charts display breakdowns by category.
    • Active HR Cases per Week by Average: Bar charts display average active cases by state with aging bucket breakdowns.
    • Active HR Cases by State: Trend charts show transitions between case states over 30 days with aging bucket details.
    • Active HR Cases Managed by Agent - Weekly Average: Displays case assignments per agent over recent weeks.
    • Active HR Cases SLA Indicator per Week - By Average: Bar charts illustrate average cases within SLA aging buckets, with agent-level breakdowns.

    Interactive Data Exploration

    Users can interact with chart elements to access detailed information, including:

    • Chart details with options to add comments, targets, and thresholds
    • Breakdowns showing data buckets in various chart formats
    • Records comprising the selected data element with detailed views
    • Scores indicating the number of records per week
    • Comments related to the report (if any)
    • Additional report logic and data collection metadata

    Charts can also be exported as image files for reporting purposes.

    Practical Benefits for ServiceNow Customers

    This scoped HR Performance Analytics solution allows ServiceNow customers to monitor and manage HR case workloads efficiently, identify bottlenecks such as breached SLAs or unassigned cases, and make data-driven decisions to improve HR service delivery. By leveraging role-specific dashboards and detailed reports, HR managers and agents can prioritize work and track performance aligned with organizational goals.

    HR Performance Analytics for the scoped version of HR Service Delivery helps you align resources and systems to strategic objectives.

    Before you can view HR Performance Analytics data, your organization must purchase a subscription to Performance Analytics and an administrator activates the plugin.

    After activating HR Performance Analytics, the collection job runs daily by default and is configurable. Collected data is kept for 30 days. The data in performance analytics reports is collected based on a daily scheduled job, therefore, the date is one day in the past. Over time, more data is available for historical trending.
    Scheduled Data Collection
    There are two jobs specific to the Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa] plugin:
    • [PA HR Case] Daily Data Collection
    • [PA HR Case] Historic Data Collection
    See Create or schedule a data collection job.
    Indicators
    Each job has indicators to make data collection efficient and defines what data to collect.
    See Configure a job indicator.
    View dashboards
    After the PA jobs run, you can view the collected data from the Dashboard.
    See Dashboards overview.
    HR Manager
    Provides detailed data about open cases that helps managers quickly assign agents and look deeper into opened cases. You can sort this dashboard by assignment group.
    • You can only filter this dashboard by Groups.
    • The Overview tab provides summaries by backlog of all open cases, average time to resolution, and unassigned opened cases.
    • The Operational tab shows the number of open cases by backlog, critical, breached SL, not updated in the last 10 days, and unassigned open. You can also filter by priority, state, assigned to, topic category, and HR service.
    • The Backlog monitor tab shows the number of all open cases, average reassignment, cases not updated in last 3 days, unassigned, and the average age of open cases. You can also sort by COE, topic category, HR service, assignment group, agent, state, source, or priority and further by type of HR case. The format of the data is interchangeable.
    HR Agent
    Provides detailed data for the logged in HR agent. It provides the number of backlog of open cases, breached SLA cases, approval requests, and unassigned cases.
    Group and stack the opened backlog cases by priority or state .
    You can filter by state, topic category, source, and priority.

    The Performance Analytics dashboard provides the following reports.

    Volume of Open/Closed Cases by Category
    The line chart shows the trend of open and closed cases for each of the last four weeks. Click a point on a line to see open or closed cases for the duration. The Breakdowns tab shows the number of open or closed cases by category. Select Stacked bar from the choice list for the best data format.
    Active HR Cases per Week - by AVG
    The bar chart shows the average number of active cases by state for each of the last four weeks. It also shows the total number of cases for each week. The Breakdowns tab shows the aging buckets and the total number of cases in each bucket.
    Active HR Cases by State
    The trending chart shows a trend of the cases that moved to each HR case state during the past 30 days. The gray bar to the left of the Trend column represents the proportion of moved cases to the total number of cases. The Breakdowns tab shows aging buckets and the number of cases in each bucket for that date.
    Active HR Cases Managed by Agent - Weekly AVG
    The trending chart shows the number of cases assigned to each agent over the past four weeks.
    Active HR Cases SLA Indicator per Week- By AVG
    The bar chart shows the average number of cases that were in each aging bucket for each of the last four weeks. The Breakdown tab shows the agent and the number of cases on that date in the selected aging bucket. Select Column from the choice list for the best data format.
    1. Point your cursor to an element, such as a bar or pie segment, to see what the element represents.
    2. Click a segment to see more details about the element. Scroll up to view the information. The detail contains the following tabs, depending on the selected element.
    • Chart: The detail of the element displayed in a chart. You can use the controls on the upper right to add or change comments, targets, and thresholds.
    • Breakdowns: The breakdown of the buckets used in the report. Select a chart type from the choice list on the upper right to see the data in another format.
    • Records: The records that comprise the element you selected. You can view the detail of each record.
    • Scores: The number of records for each week in the report.
    • Comments: Comments entered for this report. The tab is disabled unless comments exist.
    • More info: A description of the logic that generates the report, how often the job runs, and when the data was last collected.
    • If a menu icon appears when you point your cursor to a chart, you can click the icon to export the chart to an image file.

    For more information about performance analytics and how to develop and modify widgets for your organization, see Performance Analytics concepts .