Issue Auto Resolution for HR dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Issue Auto Resolution for HR dashboard

    The Issue Auto Resolution for HR dashboard provides ServiceNow customers with a near real-time graphical view of the Issue Auto Resolution application's performance in resolving HR-related cases. It enables tracking of key metrics such as auto-resolution success rates, estimated cost and time savings, and employee feedback on noncritical cases. This dashboard helps HR service teams monitor and optimize the handling of general inquiries and noncritical cases through AI-driven automation.

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    Key Features

    • Graphical Performance Metrics: Visualize case resolution performance through various chart types including donut charts, single score indicators, and bar charts.
    • Reports and Indicators: Track metrics such as total cases, auto-resolved noncritical cases, estimated time and cost savings, mean time to resolve, auto-resolution rates, and employee feedback patterns.
    • Detailed Report View: Drill down into any data point on the dashboard to see detailed lists of cases or records supporting the summarized metrics.
    • Dashboard Filters: Apply date range filters to focus on specific time periods for performance analysis.

    Key Outcomes

    • Gain visibility into the effectiveness of AI-driven auto-resolution for HR cases, enabling data-driven decisions to improve service efficiency.
    • Monitor estimated cost and time savings, helping justify and optimize the use of automation within HR service operations.
    • Understand employee feedback trends on auto-resolved cases to ensure quality and refine self-service content.
    • Identify performance by HR centers of excellence (COEs) and request channels to better allocate resources and improve case handling.

    With the Issue Auto Resolution for HR dashboard, you can see a graphical representation of the Issue Auto Resolution application's case resolution performance. You can also monitor the success metrics for auto-resolved cases, estimated costs, and time saved by using the application.

    Dashboard overview

    The dashboard shows you a near real-time window into the application's case resolution performance of identifying and auto-resolving noncritical cases.

    The following example shows the viewing perspective of the dashboard.

    Figure 1. Dashboard user interface
    Issue Auto Resolution for HR application's dashboard view.

    Reports and indicators

    The following table shows the reports and indicators that you use to track and monitor the application's performance.

    Table 1. Graph type and description
    Graph title Type Description
    All cases Donut Total number of general inquiries that the employees raised.
    Note:
    The data points for this report are predicted by the underlying Machine Learning (ML) solution and differ from the Non critical cases report.
    Auto resolved (noncritical cases) Single Score Issue Auto Resolution application responded to cases with self-service content as recommendations.
    Estimated time savings Single Score Total hours you saved by using the Issue Auto Resolution application.
    Estimated cost savings Single Score Estimated costs for resolving the open cases (open cases multiplied by the average level/tier 1 cost per case).
    Simulate cost savings Single Score Estimates your cost savings.
    Estimated cost of open cases Single Score Estimated monetary value your organization must spend to resolve open cases.
    Mean time to resolve Single Score Average time to resolve cases that were predicted as non-critical cases.
    Note:
    Case resolution time depends on the employee's feedback and service level agreements (SLAs).
    Current auto resolution rate Single Score Number of cases that were auto-resolved from the total number of cases that were predicted as non critical.
    Auto-resolution attempted Single Score Total number of cases for which deflection is attempted cases that passed through the AI prediction.
    Resolved by IAR Horizontal Bar Number of cases auto-resolved through the Issue Auto Resolution application for each HR center of excellence (COE).
    Request channels Donut Percentage of general inquiries that were received through request channels.
    Employee feedback for non critical cases Vertical Bar

    Employee feedback pattern for all non-critical cases for the Issue Auto Resolution application.

    Detailed report view

    Each dashboard report is related to a data source (table or indicator). Select each data point in a report to see the detailed list of data.

    The following example shows how selecting any data point on the dashboard gives you the complete list report.

    Figure 2. Viewing list report
    Issue Auto Resolution for HR for detailed report view.

    Dashboard filters

    Use the dashboard filter to get the results that are based on a selected date range.

    The following example shows what the date filter option looks like in the dashboard.

    Figure 3. Viewing date filters
    Issue Auto Resolution for HR dashboard date filter.