Procurement analytics on the CBS dashboard
Summarize
Summary of Procurement analytics on the CBS dashboard
The Procurement tab on the Core Business Suite (CBS) Analytics dashboard provides ServiceNow customers with a comprehensive view of procurement request activities. It tracks open case volumes, assignment statuses, and resolution trends, enabling managers to monitor purchasing workflows, identify staffing gaps, and improve operational efficiency in procurement processes.
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Today's snapshot
This section offers a real-time view of procurement case workload and assignment distribution. Key metrics include:
- Total open cases: The current number of open procurement cases.
- Cases unassigned: Open cases not yet assigned to any agent, highlighting immediate action items.
- Cases assigned: Open cases already allocated to agents, indicating workload distribution.
Managers can use this snapshot to evaluate whether staffing coverage meets existing demand and to identify triage gaps or bottlenecks requiring attention.
Performance trends
This section tracks procurement case activity over a selectable date range, helping managers spot trends and assess the impact of process changes. Important metrics include:
- Total cases created: Number of procurement cases initiated during the selected period, compared to the previous period to identify increases or decreases in demand.
- Total cases resolved: Number of cases closed, with comparative data to measure resolution improvements.
- Self solved using KB: Cases resolved by employees independently through knowledge base articles, reducing agent involvement and improving self-service effectiveness.
- Mean time to resolve: Average resolution time in days, providing insight into case handling efficiency.
Adjusting the date range allows for identifying patterns and emerging bottlenecks that daily snapshots might miss.
Case type breakdown
The dashboard includes a chart categorizing procurement case volume by specific case types, such as inquiries, purchase edits, receipt edits, GL coding reviews, budget and contract reviews, NDA signatures, purchase returns or replacements, corporate card requests, delivery address reviews, contract copies, and due diligence. This breakdown helps prioritize and manage different procurement activities effectively.
The Procurement tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for procurement requests, helping managers monitor purchasing activity and identify staffing gaps.
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 procurement cases currently open. Example value: 24. |
| Cases unassigned | Number of open procurement cases not yet assigned to an agent. Example value: 8. |
| Cases assigned | Number of open procurement 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 procurement 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 procurement cases resolved in the selected date range, with a comparison to the previous period. Example value: 3 cases resolved (up 3 from the previous period). |
| Self solved using KB | Number of procurement cases resolved by employees using knowledge base articles, without agent involvement, and raising a service request 24 hours from consuming the data. Example value: 8 (up 8 from the previous period). |
| Mean time to resolve | Average number of days to resolve a procurement case over the selected period. Example value: 7.0 days (average for April 27 – May 26). |
| Total cases created by case type | Chart shows case volume broken down by procurement case type.
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