---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Human Resources manager dashboard

# Human Resources manager dashboard {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Human Resources Manager Dashboard

The Human Resources Manager Dashboard, available in the Human Resources Scoped App content pack, equips HR managers with actionable insights to evaluate and enhance their team's effectiveness in meeting workforce expectations.
It provides clear visibility into HR operations, particularly within shared service centers, enabling managers to monitor case management performance and improve employee experience.
Show full answer Show less  

## Key Features

* **Target Users and Roles:** Designed for HR Managers with the *snhrcore.manager* role, who require operational transparency.
* **Use Case:** Helps organizations meet or exceed modern workforce expectations by tracking HR cases and resolution processes.
* **Performance Indicators:** Includes critical metrics such as:
  * **Average Case Survey Score:** Measures employee satisfaction post-case closure, aiming for improvement over time.
  * **HR Cases Growth:** Tracks backlog changes via open minus closed cases.
  * **Open Cases with Breached SLAs:** Counts cases exceeding SLA thresholds.
  * **Average Age of Open and Closed Cases:** Calculates how long cases remain open and the time taken to close them.
  * **Number of Open Cases:** Shows active cases and their age distribution.
  * **Average Reassignment of Open Cases:** Monitors case reassignments to identify potential inefficiencies.
  * **Cases Without Updates:** Flags cases with no recent activity (3 or 10 days), indicating potential stagnation.
  * **Unassigned Open Cases:** Identifies cases pending assignment.
  * **Daily Case Metrics:** Tracks new and closed cases, plus cumulative durations.
* **Data Breakdowns:** Metrics can be segmented by Age, Agent, Assignment Group, COE, HR Service, Priority, Source, State, Topic, and Category for detailed analysis.
* **Visualizations:** The dashboard incorporates multiple visualization types including single score widgets, lists, horizontal bar charts, heatmaps, and multilevel pivots to present data like breached SLAs, critical cases, unassigned cases, backlog by state, and time spent in groups.

## Benefits for ServiceNow Customers

By leveraging this dashboard, HR managers can gain a comprehensive understanding of case management performance and employee satisfaction trends. The visibility into backlog growth, SLA breaches, and case reassignment enables proactive management to optimize HR service delivery. Ultimately, this supports organizations in delivering a more responsive and satisfying employee experience aligned with workforce expectations.  
The dashboard for HR Managers provides insights on how HR teams are meeting
expectations. The HR Manager can measure and improve the influence of their team on meeting and
exceeding workforce expectations.  
Note:  
This dashboard is available in the Human Resources Scoped App content pack.  
Figure 1. Overview tab Figure 2. Operational tab Figure 3. Backlog monitor tab

## End users and roles {#human-resources-manager-dashboard__section_trc_w2h_vdb}

{#human-resources-manager-dashboard__table_alx_w2h_vdb__entry__2}

| End user and goal | Required role |
|-|-|
| HR Manager: Needs clear visibility into the operations of the shared service center. | sn_hr_core.manager |
[ ]

{#human-resources-manager-dashboard__table_alx_w2h_vdb}

## Use case {#human-resources-manager-dashboard__section_idg_gfh_vdb}

Organizations need to understand and meet or exceed the expectations of the modern workforce
and provide a delightful employee experience. This dashboard provides the HR manager with an
overview of the number of HR cases and the time and difficulty in resolving them.

## Indicators {#human-resources-manager-dashboard__section_c4b_jf3_v2b}

The HR Manager dashboard presents the following key performance indicators:

Average case survey score

:   Measures the average score of the customer satisfaction survey that is sent to the employees after a case is closed. The score should maximize over time.The
    CSAT widget on the dashboard presents an average over the last seven
    days of the average case survey
    score.

HR Cases Growth
:   Measures the change in volume of your case backlog. This value is calculated from other
    indicators using the formula `Number of open cases - Number of closed HR
    cases`.

Number of open cases with breached SLAs
:   Measures the number of open cases that have SLAs greater than 100.

Average age of open cases
:   Measures the average time that a case remains open. This value is calculated from other
    indicators using the formula `Summed duration of open cases / Number of open cases /
    24`.

    On the dashboard, this indicator is labeled Open Cases Age.

Average age of closed cases
:   Measures the average amount of time that it takes to close a case. This value is
    calculated from other indicators using the formula `Summed duration of open cases /
    Number of open cases / 24`.

    The Average time to close - Weekly widget presents an average over the last seven days of the average age
    of closed
    cases.

Number of open cases

:   Measures the number of cases that were opened on or before today that have not been closed yet.The number of open cases is plotted against the age of open
    cases.

Average reassignment of open cases
:   Measures the average number of times a case is reassigned. This value is calculated from
    other indicators using the formula `Summed reassignment of open cases / Number of open
    cases`.

Number of cases with no updates in last 3 days
Number of cases with no updates in last 10 days
:   The number of open cases that have gone 3 or 10 days, respectively, without any
    updates.

Summed duration of open cases
:   Measures how long all open cases have been open for.

Number of reassigned open cases
:   Measures the number of cases that have a reassignment count greater than 0.

Summed reassignment of open cases
:   Measures how many times a case is reassigned.

Number of unassigned open cases
:   Measures number of open cases that are yet to be assigned.

Number of closed HR cases
:   Measures the number of cases that were closed today.

Summed duration of closed cases
:   Measures the time taken to close all cases.

Number of new cases
:   Measures the number of cases that were opened today.

## Breakdowns {#human-resources-manager-dashboard__section_eyj_mfh_vdb}

* Age
* Agent
* Assignment Group
* COE
* HR Service
* Priority
* Source
* State
* Topic Category
{#human-resources-manager-dashboard__ul_qn4_3nc_ydb}

## Data visualizations {#human-resources-manager-dashboard__section_s2q_h3p_q2b}

The Human Resources Manager dashboard contains the following visualizations:
{#human-resources-manager-dashboard__table_iyl_j3p_q2b__entry__2}

| Title | Type |
|-|-|
| # Breached SLA | Single Score ![Single-score icon]() |
| # Critical Cases | Single Score ![Single-score icon]() |
| # Not updated last 10 days | Single Score ![Single-score icon]() |
| # Unassigned Open Cases | Single Score ![Single-score icon]() |
| Approvals Requested | Single Score ![Single-score icon]() |
| Open Backlog | Single Score ![Single-score icon]() |
| Open Backlog by State | List ![List icon3]() |
| Open Backlog by State | Horizontal bar ![Horizontal bar icon]() |
| Open Cases Distribution | Heatmap ![Heatmap icon]() |
| Time Spent in Each Group(last 6 months) | Multilevel Pivot ![Multilevel pivot icon]() |
| Unassigned Cases | Single Score ![Single-score icon]() |
[ ]

{#human-resources-manager-dashboard__table_iyl_j3p_q2b}