This post shares Fusion HCM Analytics sample content as part of Oracle Fusion Data Intelligence (FDI), a family of prebuilt, cloud-native analytics applications for Oracle Fusion Cloud Applications. These sample artifacts are intended to demonstrate potential use cases, accelerate implementation efforts, and provide examples of how customers can extend and customize FDI content to meet their business needs. To explore additional reusable sample content, visit the FDI Content Library.
Content Description: An AI-enabled Helpdesk Insights Analytics Workbook that empowers HR teams to analyze workplace helpdesk request volume, backlog, service performance, and resolution trends across categories, departments, locations, agents, and business units. The workbook provides actionable insights into open requests, critical cases, response efficiency, and employee inquiry patterns to support faster, data-driven HR service decisions.
Application: Fusion HCM Analytics
Fusion Module: Oracle HR Helpdesk
Target Persona: Human Resource Helpdesk Administrators
Subject Areas: HCM - HR Helpdesk Requests Overview
Business Use Case/Questions: This Workbook along with the AI Agent can answer business questions like below-
- Which countries show increasing HR Helpdesk demand over the last 5 years?
- Which legal employers have the highest volume of active HR Helpdesk requests this year?
- Which request channels are driving the most employee inquiries?
- Which agents have handled the highest number of HR Helpdesk requests last year?
- What is the current split of new, in-progress, resolved, closed, and unresolved requests?
- Which business units or departments have the highest number of unresolved HR Helpdesk requests?
- Which departments have the highest number of active, unresolved, and in-progress HR Helpdesk requests?
- Which business units have the largest HR Helpdesk backlog based on active and unresolved requests?
- Which locations have the highest number of open, critical, and unresolved HR Helpdesk requests?
- Which request categories are taking the longest average time to resolve?
- How many requests are bring resolved within 6 hours, 12 hours, and 24 hours?
- Which departments have the lowest closure effectiveness rate?
- Which request categories have the highest number of employee-abandoned or unable-to-solve outcomes?
- Which request categories have the highest number of unresolved requests and the longest average resolution time?
- Show the high-severity or critical requests concentrated by country?
- What are the top categories of critical requests, and how many of them have been closed?
- Are there specific business units or locations with a higher rate of re-opened requests?
- Which employee froups, based on job family, job function, job level, or grade, are submitting the most requests?
- Are there differences in request volume or unresolved requests by gender or ethnicity?
Pre-Requisites: HR Helpdesk Functional Area must be enabled
Download: Available in the FDI Content Library.
Best Practices:
Be specific about the metric, time period, and business area you want to analyze, such as request volume, unresolved requests, critical requests, resolution time, or closure effectiveness.
Good examples:
- Which categories have the highest unresolved requests this quarter?
- Which departments have the most active requests this month?
- Where are critical requests concentrated by location?
- How are requests trending over the last 4 quarters?
Avoid:
- Generic questions like “Show helpdesk status.”
- Combining too many filters in one question.
- Asking for large request-level detail extracts.
We’d love to get your feedback and business use cases to help build more sample FDI Content.
