Workplace Services analytics on the CBS dashboard
Summarize
Summary of Workplace Services analytics on the CBS dashboard
The Workplace Services tab on the Core Business Suite (CBS) Analytics dashboard provides ServiceNow customers with insights into open workplace service cases and resolution trends. This dashboard is designed to help managers monitor facility demand and staffing coverage effectively, enabling better operational decisions for workplace service management.
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Today's snapshot
This section gives a real-time view of open workplace service cases, highlighting workload distribution and current assignment status. It helps identify triage gaps and assess if staffing levels meet demand.
- Total open cases: The total number of currently open workplace service cases (e.g., 27 cases).
- Cases unassigned: Open cases not yet assigned to any agent, indicating immediate action needed (e.g., 11 cases).
- Cases assigned: Open cases currently assigned to agents (e.g., 16 cases).
Performance trends
This section tracks workplace service case volume, resolution rates, and self-service effectiveness over a selectable date range. It enables identifying emerging trends, bottlenecks, and evaluating the impact of process changes.
- Total cases created: Number of workplace service cases created in the chosen period, with comparison to the previous period (e.g., 38 cases created, up 850%).
- Total cases resolved: Number of cases resolved in the selected date range, compared to the prior period (e.g., 2 cases resolved).
- Self solved using KB: Cases resolved by employees using knowledge base articles without agent involvement, tracked with a 24-hour delay (e.g., 7 cases).
- Mean time to resolve: Average days taken to resolve a case within the selected period (e.g., 7 days).
- Total cases created by case type: A chart breaking down case volume by types such as Cleaning, Employee parking, Equipment, Emergency maintenance, Meeting room maintenance, Space arrangement, and others, helping prioritize resource allocation.
The Workplace Services tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for workplace service requests, helping managers monitor facility demand and staffing coverage.
Today's snapshot
The Today's snapshot section tracks open case volume and current assignment status at a point in time. Use this section to assess workload distribution, spot triage gaps, and determine whether staffing coverage is meeting current demand. Unassigned cases are the signal to act on first.
| Metric | Description |
|---|---|
| Total open cases | Total number of workplace service cases currently open. Example value: 27. |
| Cases unassigned | Number of open workplace service cases not yet assigned to an agent. Example value: 11. |
| Cases assigned | Number of open workplace service cases currently assigned to an agent. Example value: 16. |
Performance trends
The Performance trends section tracks case volume, resolution rates, and self-service deflection over a selected period. Use this section to identify trends, spot emerging bottlenecks, and evaluate whether process changes are having an effect. Adjust the date range filter to compare periods and surface patterns that a daily snapshot does not show.
| Metric | Description |
|---|---|
| Total cases created | Total number of workplace service cases created in the selected date range, with a comparison to the previous period. Example value: 38 cases created (up 34, or 850.0%, from the previous period, March 28 – April 26). |
| Total cases resolved | Total number of workplace service cases resolved in the selected date range, with a comparison to the previous period. Example value: 2 cases resolved (up 2 from the previous period). |
| Self solved using KB | Number of workplace service cases resolved by employees using knowledge base articles, without agent involvement, and raising a service request 24 hours from consuming the data. Example value: 7 (up 7 from the previous period). |
| Mean time to resolve | Average number of days to resolve a workplace service case over the selected period. Example value: 7.0 days (average for April 27 – May 26). |
| Total cases created by case type | A chart showing case volume, broken down by workplace service case type. Case types include:
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