Productivity reporting per person

KellyNealeSANUK
Kilo Contributor

‎04-27-2023 04:53 AM

Hi There,

 

I have been asked to produce a report to show agent activity. The statement of work is "Can you show me how many incidents a person has worked on any given day?". So that could mean they have just updated the notes and moved the incident onto a new person or assignment group or they have completed an incident from start to finish themselves

 

The only way i have found to measure productivity is by how many incidents are in the "closed complete" state and who it was closed by, but this is not the whole picture for what that person may have done in a day.

 

Can anyone help, I may be missing something obvious, but struggling to find the answer?

 

Thanks in advance

 

Kelly 

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SebastianKunzke
Kilo Sage
Kilo Sage

‎04-27-2023 06:33 AM

Hi Kelly,

ServiceNow has OOTB metric instances. One of them is the definition "Assigned to Duration". This metric calculates, how long a person had a ticket. However it only captures the "start" and "end" of the assignment. If someone works over several days on a ticket, this can be inaccurate for your problem. Please have a look into the table "Metric Instances" and check if it helps you.

 

SebastianKunzke_0-1682602283383.png

Kind regards

Sebastian

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