Hi All,
I am working on an HRSD KPI reporting requirement and would appreciate guidance on the best implementation approach.
Business Requirement
We need to report the percentage of HR cases that are escalated to Tier 3, with the ability to analyze the results by:
HR Service
Employee Country
KPI Definition
Tier 3 Escalation % = (Number of Tier 3 Escalated Cases / Total HR Cases) × 100
Reporting Requirements
Calculate the percentage of cases escalated to Tier 3.
Group and/or filter results by:
HR Service
Employee Country
Support monthly trending if possible.
Enable reporting at both summary and detailed levels.
Questions
What is the recommended approach for calculating Tier 3 Escalation % in HRSD?
Which reporting method would be most suitable?
Standard Reports
Database Views
Performance Analytics
If Tier 3 is identified through Assignment Groups, a Tier field, or a custom escalation indicator, what is the recommended method to calculate the percentage against total case volume?
How have others implemented this KPI in HRSD reporting?
Can anyone share sample report configurations, indicator setups, or best practices for achieving this requirement?
Any guidance, examples, screenshots, or recommendations would be greatly appreciated.
Thank you for your assistance.
