Percentile Calculation on Performance Analytics

[DEEPAK KUMAR SI]

Hi Experts,

I need one help/Guidance.

I want to create a PA Dashboard showing P 50/75/90/95/99 Percentile of Resolved Incident.

For explanation : In 2023, Month of August 50% of incidents were resolved in mean time of 2 days, Similarly for 75%/90%/95%/99%.

In excel I was able to do it, not sure if we can do it in ServiceNow via Performance Analytics.
Basically confused with kind of Formula to use in Script to make the Indicator.

I will be grateful if anyone can assist ............

[AndersBGS]

Hi @DEEPAK KUMAR SI ,

can you try to explain a little further about “Similarly for 75%/90%/95%/99%.” - I don’t quite get this. If you can try to explain a little further/better, then it will be much easier for me to help you.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[DEEPAK KUMAR SI]

Hi Anders,

In a particular month 50% of the Incidents were resolved in mean time of 2.1 days

Similarly if we see the screenshot, in same month 70% of the incidents were resolved in mean time of 7.7 days

and its same way in same month 90%/95%/99% of the incidents were got resolved in mean time of 19.6/32.7/122 days respectively .

I hope it will give more clear picture.

[AndersBGS]

Hi @DEEPAK KUMAR SI ,

Ok, I get it. In general my though would be to create a formula indicators for every percentile.

So basic.:

1 automated indicator that collects all incidents in the respective month

1 automated indicator that collects incidents that resolved in 2.1, days

Based on above, you can do the first formula indicator for calculating the percentage. 

Above should be the process for all percentiles that you would like to calculate, where afterwards you can combine the different formula indicators in a widget of your choice.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[kumarashish]

Was this issue resolved for you? I also have same 90/95% percentile calculation requirement on my incident resolution time. Any guidance here will be appreciated.