Reports for tracking Individual's performance on daily/weekly/monthly/yearly basis

[vaishnav]

I would like to have a report (or any other mechanism) that allows the tracking of the individual performance for every SD Agent L1.

It needs to track how many tickets an agent is handling on a daily/weekly/monthly/yearly basis.

This will allow us to track SD Productivity and identify space for improvements.

Can any one help me on this?

[Badal Khojare · Accepted solution]

Hi @vaishnav ,

Please check this: https://www.servicenow.com/community/in-other-news/scheduling-reports-periodically-monthly-weekly-or...

[Badal Khojare · Accepted solution]

Hi @vaishnav ,

Please check this: https://www.servicenow.com/community/in-other-news/scheduling-reports-periodically-monthly-weekly-or...

[vaishnav]

Thanks for the quick reply. But it does not solve my problem.

[Marcos Kassak · Accepted solution]

Hi @vaishnav,

In regards to your question, you can create simple reports such as time series or bar grouping by assigned to and using a standard calendar by month, then creating another one by year, and so on:

 

Frequency:

As an addition there is a table called task_time_worked to see all the "tickets" (tasks) an agent "touched" and sum (the "time") and count distinct (the "quantity") grouping by Agent.

You can check the original response here: https://www.servicenow.com/community/platform-analytics-forum/report-on-productivity-for-service-des...

If my response helps to solve your issue. Kindly mark it as helpful & correct. It will be helpful for future readers! 👍

Thanks,
Marcos Kassak
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