HR Benchmarks KPIs

---
title: HR Benchmarks KPIs
description: You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/hr-service-delivery/hr-benchmarks-kpi.html
release: brazil
product: HR Service Delivery
classification: hr-service-delivery
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [HR Benchmarks, Case and Knowledge Management, HR Service Delivery, Employee Service Management]
---

# HR Benchmarks KPIs

You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.

|KPI|Description|
|---|-----------|
|Average age of closed onboarding cases|\[\[Summed duration of closed cases > Lifecycle Event Type.Event type = Onboarding\]\]/\[\[Number of closed HR Cases > Lifecycle Event Type.Event type = Onboarding\]\]/24|
|Average age of closed cases for COE HR talent management|\[\[Summed duration of closed cases > COE = HR Talent Management Case\]\]/\[\[Number of closed HR Cases > COE = HR Talent Management Case\]\]/24|
|Average age of closed cases for COE HR total rewards|\[\[Summed duration of closed cases > COE = HR Total Rewards Case\]\]/\[\[Number of closed HR Cases > COE = HR Total Rewards Case\]\]/24|
|Average age of closed cases for COE HR workforce administration case|\[\[Summed duration of closed cases > COE = HR Workforce Administration Case\]\]/\[\[Number of closed HR Cases > COE = HR Workforce Administration Case\]\]/24|
|% of HR cases resolved using KB articles|\[\[HR cases closed using a KB\]\]/\[\[Number of closed HR Cases\]\] \* 100|
|Average case survey score|HR.Case.Survey.Metric|
|Average age of open cases|\[\[Summed duration of open cases\]\]/\[\[Number of open cases\]\]/24|
|Average age of closed cases|\[\[Summed duration of closed cases\]\]/\[\[Number of closed HR Cases\]\]/24|