Human Resources manager dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Human Resources manager dashboard

    The Human Resources Manager dashboard, available in the Human Resources Scoped App content pack, enables HR managers to gain clear visibility into the operations of their shared service centers. It helps measure how effectively HR teams meet and exceed workforce expectations by providing insights into HR case management, including case volume, resolution time, and customer satisfaction.

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    Key Features

    • Target Users and Roles: Designed for HR Managers with the snhrcore.manager role to monitor shared service center operations.
    • Use Case: Supports organizations in delivering a positive employee experience by understanding and improving HR service delivery.
    • Key Performance Indicators (KPIs):
      • Average Case Survey Score: Tracks customer satisfaction from employee surveys post-case closure, with a focus on improvement over time.
      • HR Cases Growth: Measures backlog changes by calculating open cases minus closed cases.
      • Open Cases with Breached SLAs: Counts cases exceeding SLA thresholds, indicating potential service delays.
      • Average Age of Open and Closed Cases: Shows how long cases remain open and the average time to close cases, helping identify bottlenecks.
      • Number of Open Cases: Tracks ongoing cases, providing a snapshot of workload.
      • Average Reassignment of Open Cases: Reflects how often cases are reassigned, highlighting workflow issues.
      • Cases Without Updates: Identifies cases inactive for 3 or 10 days to prevent stagnation.
      • Other Metrics: Includes total duration of open/closed cases, count of reassigned and unassigned cases, and daily new and closed cases.
    • Breakdowns: Data can be segmented by Age, Agent, Assignment Group, Center of Excellence (COE), HR Service, Priority, Source, State, Topic, and Category for detailed analysis.
    • Data Visualizations: The dashboard offers diverse visualizations including single score indicators for breached SLAs, critical cases, unassigned cases, and approvals requested; lists and horizontal bar charts for open backlog by state; heatmaps for case distribution; and multilevel pivot tables tracking time spent in groups over six months.

    Benefits for ServiceNow Customers

    This dashboard equips HR managers with actionable insights to monitor case volumes, service level compliance, and employee satisfaction efficiently. By leveraging these indicators and visualizations, HR leaders can identify operational challenges, improve case resolution times, optimize resource assignments, and ultimately enhance the employee experience within their organization.

    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

    End user and goal Required role

    HR Manager: Needs clear visibility into the operations of the shared service center.

    		 sn_hr_core.manager

    Use case

    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

    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

    • Age
    • Agent
    • Assignment Group
    • COE
    • HR Service
    • Priority
    • Source
    • State
    • Topic Category

    Data visualizations

    The Human Resources Manager dashboard contains the following visualizations:

    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