HCM - HR Helpdesk Requests Overview (Preview)
This tables describes HR Helpdesk Requests metrics.
| Metric | Metric Definition |
|---|---|
| Number of Requests | Number of Help Desk Requests created. Includes active and closed requests, excludes deleted requests. |
| Number of Deleted Requests | Number of Help Desk Requests that are deleted |
| Number of Active Requests | Number of Help Desk Requests that are not closed |
| Number of New Requests | Number of Help Desk Requests in New Status |
| Number of In-Progress Requests | Number of Help Desk Requests that are In-Progress Status |
| Number of Resolved Requests | Number of Help Desk Requests in Resolved status |
| Number of Unresolved Requests | Number of Help Desk Requests not in Resolved or Closed status |
| Number of Waiting Requests | Number of Help Desk Requests where status is Waiting |
| Number of Re-Opened Requests | Number of Help Desk Requests Which are re-opened at least once |
| Percentage of Re-Opened Requests | Percentage of Help Desk Requests Which are re-opened at least once |
| Number of Unassigned Requests | Number of Help Desk Requests Which are not assigned to any agent |
| Number of Critical Requests | Number of Help Desk Requests which are flagged as critical |
| Percentage of Critical Requests | Percenatge of Help Desk Requests which are flagged as critical |
| Number of Requests without Milestones | Number of Help Desk Requests with no milestone |
| Number of Requests Resolved within 6 Hours | Number of Help Desk Requests that got resolved within 6 hours of first assigning to the resource |
| Number of Requests Resolved within 12 Hours | Number of Help Desk Requests that got resolved within 12 hours of first assigning to the resource |
| Number of Requests Resolved within 24 Hours | Number of Help Desk Requests that got resolved within 24 hours of first assigning to the resource |
| Number of Requests - Processed by multiple Agents | Number of Requests that have been with more than one agent at various point in time |
| Number of Compliant Requests - Active | Number of Help Desk Requests which are compliant |
| Percentage of Compliant Requests - Active | Percentage of Help Desk Requests which are compliant |
| Number of Non-Compliant Requests - Active | Number of Help Desk Requests which are not compliant |
| Percentage of Non-Compliant Requests - Active | Percentage of Help Desk Requests which are not compliant |
| Number of Requests with Milestones | Number of Help Desk Requests with milestones |
| Number of Compliant Requests - Closed | Number of Help Desk Requests that were compliant and closed |
| Percentage of Compliant Requests -Closed | Percentage of Help Desk Requests that were compliant |
| Number of Non-Compliant Requests - Closed | Number of Help Desk Requests that were not compliant |
| Percentage of Non-Compliant Requests - Closed | Percentage of Help Desk Requests that were not compliant |
| Effectivity Rate of Closed Requests | Percentage of closed compliant requests measured against the total requests |
| Average Time to Assign to Resource(Minutes) | Average Time to Assign the HR Help Desk Request to a Resource in minutes |
| Average Time to Assign to Resource(Hours) | Average Time to Assign the HR Help Desk Request to a Resource in hours |
| Average Time to Assign to Resource(Days) | Average Time to Assign the HR Help Desk Request to a Resource in days |
| Average Time to Resolve(Minutes) | Average Time to resolve the request in minutes |
| Average Time to Resolve(Hours) | Average Time to resolve the request in hours |
| Average Time to Resolve(Days) | Average Time to resolve the request in days |
| Average Time to Close(Minutes) | Average Time to close the request in minutes |
| Average Time to Close(Hours) | Average Time to close the request in hours |
| Average Time to Close(Days) | Average Time to close the request in days |
| Unassigned Requests - Open Since (Hours) | Average time since the active request is opened and is not assigned to an agent |
| Number of Closed Requests | Number of Help Desk Requests that are Closed |
| Percentage of Closed Requests | Percentage of Help Desk Requests where status is Closed |
| Number of Re-Opened Requests - Closed | Number of Help Desk Requests Which are re-opened at least once and are closed currently |
| Percentage of Re-Opened Requests - Closed | Percentage of Help Desk Requests Which are re-opened at least once and are closed currently |
| Number of Critical Requests - Closed | Number of Help Desk Requests which are flagged as critical and are closed currently |
| Number of Requests - Processed by multiple Agents - Closed | Number of Requests that have been with more than one agent at various point in time and currently closed. |
| Number of Requests with Linked Articles | Number of Help Desk Requests with one or more Linked Articles |
| Percentage of Requests with Linked Articles | Percentage of Help Desk Requests with one or more Linked Articles |
| Number of Requests with Linked Articles - Resolved | Number of Help Desk Requests with one or more Linked Articles and is resolved |
| Percentage of Requests with Linked Articles - Resolved | Percentage of Help Desk Requests with one or more Linked Articles and is resolved |
| Number of Requests with Linked Articles - Reopened | Number of Help Desk Requests with one or more Linked Articles and re-opened at least once |
| Percentage of Requests with Linked Articles - Reopened | Percentage of Help Desk Requests with one or more Linked Articles and re-opened at least once |
| Number of Requests - Employee Abandoned | Number of Help Desk Requests that are Abandoned by Employees |
| Percentage of Requests - Employee Abandoned | Percentage of Help Desk Requests that are Abandoned by Employees |
| Number of Requests - Issue Resolved | Number of Help Desk Requests where Outcome = Issue Resolved |
| Percentage of Requests - Issue Resolved | Percentage of Help Desk Requests where Outcome = Issue Resolved |
| Number of Requests - Question Answered | Number of Help Desk Requests where Outcome = Question Answered |
| Percentage of Requests - Question Answered | Percentage of Help Desk Requests where Outcome = Question Answered |
| Number of Requests - Unable to Solve | Number of Help Desk Requests where Outcome = Unable to Solve |
| Percentage of Requests - Unable to Solve | Percentage of Help Desk Requests where Outcome = Unable to Solve |
| Number of Assignees | Number of distinct agents to which the request was assigned |
| Average Number of Assignee Transfers | Average Number of times the request has been transferred to various agents |
| Number of Deleted Requests (Lifecycle) | Number of deleted requests with lifecycle changes |
| Number of Requests (Lifecycle) | Number of Requests with Lifecycle changes |
| Requests - Reopen Since (Hours) | Average time since the active request is re-opened. |