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Universal Request › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Reporting solutions for Universal Request

Universal Request (UR) reporting solutions contain preconfigured dashboards with actionable data visualizations to improve your employee service delivery processes.

Use the widgets on the dashboard to visualize data over time, analyze your business processes, and identify areas of improvement. To view the Universal Request reports and dashboard, install the Universal Request Reporting plugin (com.snc.universal_request.reporting) .

Note: The Universal Request Reporting plugin (com.snc.universal_request.reporting) is part of the Universal Request Professional subscription. For more information, see Activate Universal Request Reporting.

Depending on your role, you can use any of the following dashboards for your day-to-day operations.

  • Overview dashboard: As routing agents, view the details of the assigned universal requests and trends.

  • Process Overview dashboard: As Process owners, analyze the behaviors of the tickets in your organization.

  • Universal Request Overview dashboard
    View and analyze the general statistics of the universal requests for routing agents, such as the number of open requests, breached, unassigned, and requests at risk. You can also view the weekly opening and closing universal requests along with the number of department tasks that are part of each UR.

  • Universal Request Process Overview dashboard
    Analyze the behavior of universal requests in your organization and track transfers. As a process owner, use this dashboard to measure efficiency and to determine necessary improvements in the overall implementation of Universal Request.

Parent Topic:Universal Request