PeopleSoft HR HelpDesk helps your organization provide employees with excellent customer service experience and provides insights into the effectiveness of your HR service delivery. With these insights, HR HelpDesk helps you streamline your HR employee services from request-to-resolve and frees up your administrative staff to focus on strategic business initiatives and high-touch HR issues.

We are happy to announce the general availability of Peoplesoft HR Helpdesk Image 20 which is the first PeopleSoft CRM Image with PeopleTools 8.59. This Image also includes the much-awaited Kibana analytics dashboards for the HR Helpdesk.

 

Kibana Analytics for HR HelpDesk offers three new dashboards:

  • Agent Backlog Insights – This dashboard provides a combination of metrics and rich data visualizations to help HR Agents gain insight into their backlog of assigned cases and re-prioritize them for their day-to-day work.

     

  • Manager Backlog Insights – This analytics dashboard will benefit HR Helpdesk Managers to focus on their day-to-day priorities and monitor their individual team member’s activities.

  • Team Performance Insight – Managers can monitor cases and their team’s performance using this dashboard. The data visualizations focus on improving the quality and efficiency of HR service delivery resulting in a quick turnaround time to resolve employee inquiries.

These dashboards all come equipped with drill-down capabilities that empower agents and managers to navigate to the appropriate team member or case.

The following PeopleTools 8.59  features are also included with this Image:

  1. Search-Based Navigation
  2. Rich Text Editor capability in Fluid pages
  3. Non-Text Contrast (WCAG 2.1) compliance changes

 

Click on the below links to know more about: