how to create specifc KPI reports

bcrose623
Tera Contributor

‎01-06-2020 02:00 PM

Look for how to create some reports that will show the following information:

 

Frist Time/Call resolution (FCR) 

Mean time to Repair (MTTR) average across all assignment groups 

 

I am new to reporting.  We do not have PA Pro, just the basic function.  does someone have documentation to show how to create reports in the areas mentioned above?

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Tony Chatfield1
Kilo Patron

‎01-06-2020 03:39 PM

Hi, First Call Resolution is a OOB defined metric, and you should be able to calculate MTTR from the OOB metric Create to Resolve Duration. Alternately you could ustilise SLA\OLA commitment data (if configured), or report on business_duration directly from the Incident table.

There are already many forum posts relating to these different options, their configuration and the pro's\con's of each solution; I'd suggest you review and then use the solution that best fits with your existing operational environment, you could also configure your own metrics from scratch.

 

 

 

bcrose623
Tera Contributor
In response to Tony Chatfield1

‎01-14-2020 08:56 AM

Just for clarification is that OOB based on if you have PA Pro?  We do not have PA Pro at this time.  We will at the beginning of February.  I always try to do a search in the forums but have had a difficult time trying to get specific information that relates to my questions.

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Tony Chatfield1
Kilo Patron
In response to bcrose623

‎01-15-2020 01:35 PM

Hi, 'OOB' as in 'Vanilla' with no additional plugins or licensing.

Based on the Doc's site It looks to be standard as recently as geneva

https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_reporting/concept/c_MetricDefinitionSupport.html

but potentially is a plugin if your instance originates earler (I am not 100% sure).

Do you have Metrics available in your navigation menu?

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