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HR KPI Benchmarks

Madelin D
Tera Contributor

‎03-10-2025 08:29 AM

Would love to hear from people who work in the HRSD space. Our team is implementing analytics for our HR Agents and we're wondering what other companies are measuring and what their benchmarks are. 

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Dennis Ford
Giga Guru

‎03-19-2025 03:03 PM

Here are our primary metrics for HR agents:  Inflow of cases (volume),  Cases closed, Customer Satisfaction Score (from case survey), % cases closed within SLA, First Time Resolve Rate (closed first time without rejected solution), Time to Close.

Drew Brown
Tera Contributor

3 weeks ago

Hi Madelin, 

 

I'd recommend using Task SLAs to measure your time to respond and time to resolve each case. If you have a Tier 1/2 based model where Tier 1 are generalist support agents and Tier 2 are your COE specialists you can then see volumes resolved at Tier 1 versus volumes escalated for Tier 2 resolutions.  

 

I would also recommend investing in Performance Analytics for HRSD.  You can then build out widgets for dashboards that perform all the calculations and present the data to avoid manual counts.   You do get two OOB dashboards to get you started.  It's best to build those that fit your business model.