Performance Analytics 'Average Case Survey Score' Indicator Issue

[RichardSaunders]

I have a weird issue, which i have logged with ServiceNow and they have advised its OOB behaviour and to submit an Idea. But i just wanted to see if anyone here would know if this customisation is possible without ServiceNow intervention. 

Let me try and explain...

When running the OOB 'Average Case Survey Score' indicator, it appears to calculate the average score taken over time, including periods where surveys have not been taken. This results in a misleading average trend, especially in cases where surveys have not been completed during certain time periods. 

For a more accurate representation, we would like the indicator to only consider surveys that have been completed in its calculation of the average trend. 

For example the HR Customer Satifaction survey has a rating of 1-4 (extremely dissatisfied - Extremely satisfied) so we only want to know the avererge of 1-4. We don't want to know the average of when a survey has not been taken. 

If you look at the example below, you can see the peaks are mostly 3s and 4s. But the average is showing as 0.5  

 

 To illustrate the problem, please follow these steps:

Open the PA report: https://INSTANCE.service-now.com/nav_to.do?uri=%2F$pa_detailed.do%3Fjvar_uuid%3D9ff700750b30030097f5...
Add a Breakdown to thin out the report a little 
If you don't have any data you may need to update your HR.Case.Survey.Metric condition

Metric type = HR Customer Satisfaction Survey .and. Actual value != -1 .and. Created on Today

Any help much appreciated, before i hit the button and submit this idea. It seems logical, no? 

[AndersBGS]

Hi @RichardSaunders ,

As stated from ServiceNow, this is OOTB behavior. If you would like to see the average of 1-4 for completed surveys, I would recommend that you create your own automated indicators and formula indicator to get the right data and the right calculation, instead of utilizing the OOTB automated indicator.

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

best regards

Anders 

[RichardSaunders]

Anders, 

I think you are missing my point.

"i just wanted to see if anyone here would know if this customisation is possible without ServiceNow intervention"

Customising the trend line may not be a possibility.

...and the OOTB indicator is a very good place to start with this, once I know if this is achievable of course I will create my own indicators and such.

[AndersBGS]

@RichardSaunders ,

But I don't get why you would need ServiceNow intervention, as this is what a pa_admin can build from scratch. The OOTB are just "suggestions" for what can be build but not how it should be build. 

To customize the trend line only is not a possibility, which is why you need to build the automated indicator which capture the data foundation from scratch.

Bu again.... i'm sorry if I misunderstand again... I just don't see the issue.

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

best regards

Anders 

[RichardSaunders]

Apologies if i'm not making myself clear. The OOTB indicator is working very close to our requirements, so a good starting block. 

I just don't see see any use cases where you would want to know an average of something that hasn't even been triggeed. It doesn't make sense. Hence raising an Idea. 

I guess i'm asking for help with any pointers on how this can be achieved???