Human Resources analytics on the CBS dashboard

  • Release version: Australia
  • Updated June 1, 2026
  • 1 minute to read

    • The Human Resources tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for HR requests, helping managers assess workload distribution and identify staffing gaps.

    Today's snapshot

    Human Resources Analytics dashboard showing today's snapshot and performance trends metrics.

    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.

    Table 1. Human Resources Today's snapshot metrics
    Metric Description
    Total open cases Total number of HR cases currently open. Example value: 11.
    Cases unassigned Number of open HR cases not yet assigned to an agent. Example value: 6.
    Cases assigned Number of open HR cases currently assigned to an agent. Example value: 5.

    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.

    Table 2. Human Resources Performance trends metrics
    Metric Description
    Total cases created Total number of HR cases created in the selected date range, with a comparison to the previous period. Example value: 21 cases created (up 21 from the previous period, March 28 – April 26).
    Total cases resolved Total number of HR 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 HR cases resolved by employees themselves, 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 an HR case over the selected period. Example value: 6.5 days (average for April 27 – May 26).
    Total cases created by case type A chart showing case volume broken down by HR case type. Case types include: General HR request, Beneficiaries Add/Modify, and Dental Benefits Inquiry.