Create reports which include averaging, % over week, month and year

[NishONish]

Hello Now Experts,

Request for your help please - I have some telephony data like no of calls, chats, answered count, abandoned count, total time for each day in a custom table (brought in from different system). My need is to prepare reports which include me doing followings:

1. calculate average speed weekly, monthly, and year to date; Average call durations weekly, monthly, and year to date

2. % of calls abandoned weekly, monthly, and year to date

3.  overall call volume daily, weekly, monthly, and year to date

How can I do all above using OOTB features in reports package? do I do all calculations in my transform maps script and have many columns in my custom table to accommodate all individual calculated nos needed for my reports or can use any other smart options please?

Tx a lot and appreciate everyone's support here

[AndersBGS]

Hi @NishONish 

i would advise to utilize performance analytics, as this would be the right ServiceNow tool for your use case,

[NishONish]

HI Anders,

Appreciate your inputs. Yes PA is the way forward right. However do you have any step-by-step direction on how do we set it up/configure the needed reports will be hugely helpful please. tx again

[AndersBGS]

Hi @NishONish ,

Your reports in performance analytics is quite normal. Where do you get stuck?