Health & Safety analytics on the CBS dashboard
Summarize
Summary of Health & Safety analytics on the CBS dashboard
The Health & Safety tab on the Core Business Suite (CBS) Analytics dashboard enables managers to monitor health and safety case activity and staffing coverage effectively. It provides insights into open case volumes, assignment status, resolution trends, and self-service usage, helping organizations manage incident workflows and resource allocation.
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Today's snapshot
This section offers a real-time view of open health and safety cases, focusing on workload distribution and assignment status to identify triage gaps and staffing adequacy. Key metrics include:
- Total open cases: The current count of open health and safety cases.
- Cases unassigned: Open cases not yet assigned to any agent, highlighting immediate action items.
- Cases assigned: Open cases currently assigned to agents.
Performance trends
This section tracks trends over a selected date range, allowing managers to analyze case volumes, resolution rates, and the effectiveness of self-service tools. It helps identify bottlenecks and assess the impact of process improvements. Key metrics include:
- Total cases created: Number of new health and safety cases created within the selected period, with comparison to the previous period to highlight growth or decline.
- Total cases resolved: Number of cases closed within the date range, compared to the prior period.
- Self solved using KB: Cases resolved by employees through knowledge base articles without agent involvement, indicating self-service effectiveness.
- Mean time to resolve: Average days taken to resolve cases, providing insight into resolution efficiency.
- Total cases created by case type: Breakdown of case volume by type, such as procedures, training, equipment, general inquiries, and injury/incident leave, supporting targeted analysis.
Benefits for ServiceNow customers
By leveraging these analytics, ServiceNow customers can:
- Gain real-time visibility into health and safety case workload and staff assignments.
- Identify and address unassigned cases promptly to improve response times.
- Monitor trends to detect emerging issues or improvements in case handling.
- Evaluate the effectiveness of self-service options to reduce agent workload.
- Use case type breakdowns to prioritize resources and training efforts based on incident categories.
The Health & Safety tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for health and safety requests, helping managers monitor incident activity 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 health and safety cases currently open. Example value: 21. |
| Cases unassigned | Number of open health and safety cases not yet assigned to an agent. Example value: 7. |
| Cases assigned | Number of open health and safety cases currently assigned to an agent. Example value: 14. |
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 health and safety cases created in the selected date range, with a comparison to the previous period. Example value: 35 cases created (up 31, or 775.0%, from the previous period, March 28 – April 26). |
| Total cases resolved | Total number of health and safety cases resolved in the selected date range, with a comparison to the previous period. Example value: 4 cases resolved (up 4 from the previous period). |
| Self solved using KB | Number of health and safety cases resolved by employees using knowledge base articles, without agent involvement, and raising a service request 24 hours from consuming the data. Example value: 5 (up 5 from the previous period). |
| Mean time to resolve | Average number of days to resolve a health and safety case over the selected period. Example value: 5.3 days (average for April 27 – May 26). |
| Total cases created by case type | A chart showing case volume broken down by health and safety case type. Case types include: Health and safety procedures, Training, Equipment, General inquiry, and Injury / incident related leave. |