---
sourceDocument: Brazil Impact
sourceDocumentLink: https://www.servicenow.com/docs/r/impact

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Review HR Service Delivery artifacts

# Review HR Service Delivery artifacts {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read  
The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance Analytics application.

## Performance/Platform analytics {#dc-hr-install-artifacts__section_shm_qpd_tdc}

The content pack comes with the following artifact types. For configuring the process, Group Type is the group classification for the User Administration - Groups.
{#dc-hr-install-artifacts__table_hq1_2pv_sdc__entry__2}

| Artifact type | Description |
|-|-|
| Indicator Source | Captures the basic data sets and commits them to the working memory of the platform to provide the foundation for the calculations. This is also called a data cube. |
| Automated Indicator | Basic calculation definition on the indicator source data set, potentially with additional filter conditions that you apply before making the calculation. |
| Manual Indicator | Metric for which there is no data set within the platform. Requires you to manually add a data point. |
| Formula Indicator | A more comprehensive calculation, such as % and ratio calculations that require multiple automated indicator data points for the calculation. |
| Data Collection Jobs | Schedule on which the automated data collection will run. |
| Widgets | Configuration for the UI visualization of an indicator. |
| Dashboard | Display of a collection of widgets on a pane. This dashboard contains two tabs. One tab contains widgets showing quarterly values, and the other contains widgets showing monthly values. |
[Table 1. Performance/Platform Analytics artifact types]

{#dc-hr-install-artifacts__table_hq1_2pv_sdc}

## Artifacts by type {#dc-hr-install-artifacts__section_ihl_jgl_tdc}

The app contains the following artifacts for each of the before-specified artifact types.  
Note:  
The frequencies of all applicable indicators and indicator sources have been changed to monthly from quarterly. If this is not the first time using this content pack, you should run a baseline historical job (data collection job) to capture applicable historical data. The historical data will be visualized in a future enhancement of the dashboard.
{#dc-hr-install-artifacts__table_ngs_d4h_5kc__entry__3}

| Artifact type | Name | Outcome Model |
|-|-|-|
| Indicator Source | Impact VM - HR - HR case closed This month | Enhanced |
| Indicator Source | Impact VM - HR - User active last 365 days | Enhanced |
| Indicator Source | Impact VM - Active Users | Standard |
| Indicator Source | Impact VM - Employee Onboarded This Month | Standard |
| Indicator Source | Impact VM - HR life cycle Tasks Closed This Month | Standard |
| Indicator Source | Impact VM - HR Cases Opened This Month | Standard |
| Indicator Source | Impact VM - Employee Offboarded This Month | Standard |
| Indicator Source | Impact VM - Group Members | Standard |
| Indicator Source | Impact VM - Cases Closed This Month | Standard |
| Automated | Impact VM - HR - Number of T1 HR cases closed | Enhanced |
| Automated | Impact VM - HR - Number of T1 HR Agent FTEs | Enhanced |
| Automated | Impact VM - HR - Number of HR cases | Enhanced |
| Automated | Impact VM - HR - Count of Human active users logged in per last 365 days | Enhanced |
| Automated | Impact VM - HR - Number of T2 HR cases closed | Enhanced |
| Automated | Impact VM - Opened HR Cases Originating from Phonecalls | Standard |
| Automated | Impact VM - Number of Tier 2+ HR Agents \* | Standard |
| Automated | Impact VM - Number of TIer 1 HR Agents \* | Standard |
| Automated | Impact VM - Number of Transfer Tasks This Month | Standard |
| Automated | Impact VM -- Number of Tier 2+ HR Cases Closed This Month | Standard |
| Automated | Impact VM - Number of Tier 1 HR Cases Closed This Month | Standard |
| Automated | Impact VM - Number of Transfer life cycle Event Cases Closed This Month | Standard |
| Automated | Impact VM - Number of Offboarding life cycle Event Cases Closed This Month | Standard |
| Automated | Impact VM - Number of New Hires Separated This Month | Standard |
| Automated | Impact VM - Number of Onboarding Tasks This Month | Standard |
| Automated | Impact VM - Number of Offboarding Tasks This Month | Standard |
| Automated | Impact VM - Number of Opened HR Cases This Month | Standard |
| Automated | Impact VM - Number of Onboarding life cycle Event Cases Closed This Month | Standard |
| Automated | Impact VM - Number of HR Cases Closed This Month | Standard |
| Automated | Impact VM - Number of New Hires This Month | Standard |
| Formula | Impact VM - HR - T1 HR cases closed per agent | Enhanced |
| Formula | Impact VM - HR - Number of HR cases per active user | Enhanced |
| Formula | Impact VM - HR - HR cases escalated beyond Tier 1 | Enhanced |
| Formula | Impact VM - Year 1 New Hire Attrition Rate This Month | Standard |
| Formula | Impact VM - Ratio of Tier 2+ Cases per Tier 2+ Agent | Standard |
| Formula | Impact VM - Ratio of Tier 1 Cases per Tier 1 Agent | Standard |
| Formula | Impact VM - Average Activities per Transfer Case This Month | Standard |
| Formula | Impact VM - Average Activities per Offboarding Case This Month | Standard |
| Formula | Impact VM - Average Activities per Onboarding Case This Month | Standard |
| Formula | Impact VM - % of Opened HR Cases Originating from Phonecalls This Month | Standard |
| Manual | Impact VM - Legacy HR Systems Annual Run-Rate | Standard |
| Data Collection Job | Impact VM - HR - Historical Data Collection |   |
| Data Collection Job | Impact VM - HR - Monthly Data Collection |   |
| Widget | Impact VM - HR - T1 HR cases closed per agent | Enhanced |
| Widget | Impact VM - HR - HR cases escalated beyond Tier 1 | Enhanced |
| Widget | Impact VM - HR - Number of HR cases per active user | Enhanced |
| Widget | Impact VM - HR - Number of HR cases per active user | Enhanced |
| Widget | Ratio of Tier 2+ Cases to Tier 2+ Agents | Standard |
| Widget | Percent of HR Cases Originating for Phonecalls | Standard |
| Widget | Legacy HR systems annual run-rate | Standard |
| Widget | Average Activities per Offboarding Case This Month | Standard |
| Widget | Number of HR Cases Closed This Month | Standard |
| Widget | First Year Employee Attrition Rate This Month | Standard |
| Widget | Number of Tier 1 HR Cases Closed This Month | Standard |
| Widget | Average Activities per Onboarding Case This Month | Standard |
| Widget | Ratio of T1 Cases to Tier 1 Agents | Standard |
| Widget | Average Activities per Transfer Case This Month | Standard |
| Widget | Number of Tier 2 HR Cases Closed This Month | Standard |
| Dashboard | Impact VM - HR Service Delivery |   |
| Group Type | Tier 1 |   |
| Group Type | Tier 2+ |   |
[Table 2. Artifacts by type]

{#dc-hr-install-artifacts__table_ngs_d4h_5kc}