HRHD Next Gen: What is the Logic Behind “SR Movement In Queues” Infolet? (Doc ID 2988281.1)

Last updated on NOVEMBER 20, 2023

Applies to:

Goal

On : 11.13.23.07.0 version, Analytics

Logic behind “SR Movement in Queues” tile data display and few additional questions:

(1) Need explanation on the underlying logic governing the data displayed in each of the four categories within the "SR Movement in Queues" tile on the HR Help Desk Dashboard.
For one of the Manager users, it's noted that this tile is displaying data solely for the "Resolve Time Days" category, while not showing any data for the remaining items:
* Queue transfers
* Days in Queue
* Days not in Queue
On the other hand, for another manager user, the tile is not displaying data for any of the four items.

(2) Regarding "Queue Transfers," are these numbers based on queue updates made through the "Transfer Help Desk Request" function exclusively, or do they also include queue updates made directly on HRHD Requests?

(3) Need distinction between "Average Days in Queue" and "Average Days Not in Queue. If we auto-assign Service Requests (SRs) immediately upon the creation of HRHD requests, the "Average Days Not in Queue" would consistently be zero?

(4) Why is "Average Days in Queue" not displaying any numbers, considering there is ample data from the last 30 days to generate some statistics?

Solution

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