Average COUNT of tickets closed by each service desk agent

[Dan R]

Hi SNC,

I have a business request to create a report showing AVERAGE COUNT of TICKETS closed, broken down by Assigned to.

Thought this would be a bit simpler then it seems, so inquiring here to see if maybe I'm missing the 'easier' solution.

When I try to create a report, it allows me to choose "Count, Average, Count Distinct, etc." however what I am looking for is the AVERAGE COUNT. When I select 'Average' it requires me to select a field on which the report will aggregate on, but my aggregation is on the number of tickets closed, not on a specific field, and I'm not quite sure where to go with this.

I'm also trying to use Performance Analytics for this , but again I'm running into the same problem with the aggregate needing a specific field to average on, instead of averaging the total count of tickets, by assigned to?

I've seen several posts that attempt to provide a solution but none seem to work. Any ideas on how I can generate a bar chart or table showing, "AVERAGE COUNT OF CLOSED TICKETS, by ASSIGNED TO" (I'm using the task table).

Thanks for any help offered,

Dan R

[ChrisSteinke2]

Hi Dan. Please reach out to me at chris.steinke (at) servicenow.com

This is probably something that will be quicker to clear up on a call or Zoom meeting rather than back and forth.

Regards,

Chris

[Uncle Rob]

Averages only apply to groups of data, or data over time.

"Hey Rob, what was your average blood sugar today?"
I only took one reading, so its not average.

"Hey Rob, what was your average blood sugar over the last 7 days?"
SUM(Reading1 - Reading7) / 7

So in your case I'd just do a raw count daily.  Then you have the natural visualizations on the score card that do 7 day running AVG, 30 day running AVG, etc.