--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # HR Success Dashboard indicators components # HR Success Dashboard indicators components {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of HR Success Dashboard Indicators Components The HR Success Dashboard provides a visual analysis of performance and self-solve data, assisting organizations in driving business outcomes. It features various components that enable users to measure and understand key performance indicators (KPIs) within HR functions. Show full answer Show less ## Key Features * **Performance Overview:** Evaluate KPIs such as Self-solved percentage, Call deflection percentage, Structured tickets percentage, and Successful predictions. * **Service Quality:** Assess KPIs including Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution. * **Scorecards:** Aggregate daily KPI values for selected periods (monthly, quarterly, or yearly) and view comparisons with previous periods. * **Info Icons:** Access brief descriptions for indicators and understand how their values are calculated. * **Trends:** Analyze trends for metrics such as Call deflection and Structured tickets. * **Customization:** Replace or add new indicators to tailor the dashboard to specific organizational needs. * **Drill-Down Views:** Access detailed breakdowns of primary and contributing indicators, requiring specific user permissions for record-level details. * **More Information Panel:** Obtain contextual formulas and definitions related to selected metrics or KPIs. ## Key Outcomes By leveraging the HR Success Dashboard, organizations can effectively monitor and enhance HR performance, improve service quality, and make data-driven decisions that align with business strategies. The dashboard's customization capabilities ensure relevance to specific operational needs, while trend analysis supports ongoing performance evaluation. Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components. ## Performance Overview in HR Success Dashboard indicators {#sdb-dasboard-overview__section_e1b_2xc_htb} Measure the Key Performance Indicators (KPIs) like Self-solved percentage, Call deflection percentage, Structured tickets percentage, and Successful predictions in the Performance Overview tab. For more information, see [HR Success Dashboard indicators KPI definitions and formulae](https://www.servicenow.com/docs/6HnfY9LRfjPJKJBjrb1zcQ "Enable HR Success Dashboard indicators to use the Key Performance Indicators (KPIs) and formulas."). Figure 1. HR Success Dashboard indicators Overview ## Service Quality in HR Success Dashboard indicators {#sdb-dasboard-overview__section_hwr_fxc_htb} Measure the Key Performance Indicators (KPIs) like Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution in the Service Quality tab. For more information, see [HR Success Dashboard indicators KPI definitions and formulae](https://www.servicenow.com/docs/6HnfY9LRfjPJKJBjrb1zcQ "Enable HR Success Dashboard indicators to use the Key Performance Indicators (KPIs) and formulas.") Figure 2. Service Quality ## Scorecards in HR Success Dashboard indicators {#sdb-dasboard-overview__section_nm4_hk4_2fb} View the aggregation of the daily values for KPIs in the selected period on the scorecards. * Current period score: View the aggregated score for the current time period. Select one of the following options: * Monthly: View the data aggregated monthly. For counts, this data is the monthly sum of the daily values. For percentages, this data is the monthly average of the daily percentages. * Quarterly: View the data aggregated quarterly. For counts, this data is the quarterly sum of the daily values. For percentages, this data is the quarterly average of the daily percentages. * Yearly: View the data aggregated yearly. For counts, this data is the yearly sum of the daily values. For percentages, this data is the yearly average of the daily percentages. {#sdb-dasboard-overview__ul_jkf_rvq_vrb} * Comparison with previous period: View the percentage change compared to the previous period aggregation. Data is displayed in a month-over-month, quarter-over-quarter, and year-over-year comparison based on the availability of the data. {#sdb-dasboard-overview__ul_ypm_zd5_vrb} ## Info icons in the HR Success Dashboard indicators {#sdb-dasboard-overview__section_cxk_4g5_vrb} View the short description of the indicator and understand how the indicator value is calculated.Figure 3. Info Icons and cards ## Trends in HR Success Dashboard indicators {#sdb-dasboard-overview__section_gpm_1h5_vrb} Select and view the trend of the metric scorecard aggregated scores: * Call deflection trend * Structured tickets trend {#sdb-dasboard-overview__ul_j35_b1m_cvb} ## View details in the HR Success Dashboard indicators {#sdb-dasboard-overview__section_w5k_4g5_vrb} See the constituent drill-down views and their contextual descriptions for KPIs. The detailed information can be viewed by selecting View details. * View the primary indicators.Figure 4. Primary indicators You can replace or add new indicators to suit your implementation in addition to the base system indicators. For more details, see [HR Success Dashboard indicators KPI definitions and formulae](https://www.servicenow.com/docs/6HnfY9LRfjPJKJBjrb1zcQ "Enable HR Success Dashboard indicators to use the Key Performance Indicators (KPIs) and formulas."). * View the contributing indicators.Figure 5. Secondary indicators You can view a graph of the contributing indicators scores over time along with the KPI value. * View the record-level breakdown Figure 6. Third level breakdown indicators {#sdb-dasboard-overview__ul_xy2_sqf_wrb}This level drill-down helps you view the record-level details of the indicator when you have the `sn_sd.success_dashboard_details_read` user permissions. See [KPI details](https://www.servicenow.com/docs/access?context=kpi-details&version=australia&pubname=australia-now-intelligence&ft:locale=en-US) for more information. ## More Information panel in HR Success Dashboard indicators {#sdb-dasboard-overview__section_efs_2h5_vrb} View the contextual formula, definitions, or any other information about the metric or KPI selected.Figure 7. More info card