Technician efficiency report

[RYNOV]

Do you know if there is a report in ServiceNow to show per technician timeline of when the individual is working on calls (i.e. has active calls), vs he has no calls, vs his calls are pended/on hold.

I need to be able to build a timeline person per day/week/month/quarter/year to show gaps when no calls were active.

Even if I can get a dump of calls showing each period that it was in a different status.

Example for a call have multiple records, starting a new record each time the call is assigned or status changes.

I can then plot that in Power BI.

[Dr Atul G- LNG]

Hi @RYNOV 

Based on my experience, there’s no out-of-the-box way to get agent efficiency directly. We can track how many incidents are assigned or called, but to know exactly what you’re looking for, you need to understand how the system is set up. Then, try to break the requirement into smaller pieces and build the solution step by step.