Matrix of agents and indicators - Performance Analytics

[Michael Culhan1]

I'm looking to create a report of agents and indicators.  The user will input a date range and then the desired output is

I can sort of get this with the OOB PA Analytics Hub using a breakdown on the assigned to field but only for one indicator at at time.  The user (manager) is really looking for multiple indicators side by side because that is what our old system had.  So broadly speaking, how can I accomplish this?

Note that we DO have PA premium

I've explored some possibilities but have some questions about each:

1) OOB - I didn't see any OOB widget or report that could do such a thing.  Did I miss something?

2) Custom PA widget/visualization - Is it possible to create a custom PA widget (visualization) ?  I thought I read somewhere that these are actually serviceportal widgets.

3) Custom page in Experience UI Framework -- I can grab all the data I need from the scorecard api but I couldn't find a good component to display it in.  The list components all bind to tables and the data grid and data row bind to EVAM.  I would need something like an html component where I could display a table.  I'm new to UI Builder so not really sure what i'm doing in here yet.  edit: just noticed html component is called Rich text, maybe i can display it in here.

4) Service portal widget -- I'm pretty sure I could build an SP widget for this, though I've been looking more at the Experience framework because I want to learn it. 

Any input would be greatly appreciated.  Thanks!

[Vishnu Prasad K]

Hi Micahel,

Create PA Widgets and add them in a PA Dashboard, side by side or top to down. Then you can create Dashboard breakdowns in the dashboard properties. Just make sure you select the 'follow element' in PA widget.

[Michael Culhan1 · Accepted solution]

To achieve this, I ended up using a remote table that is populated with data from the scorecard API.  The table is displayed in a report widget in a Dashboard

[jasonedwards]

Hi Michael

I am looking to create a similar view of agent performance. Would you be able to share more guidance / advice on how you created your solution e.g. steps taken, useful links to product documentation and a screen shot of your report widget.

[Michael Culhan1]

Hi Jason, Sure, I wrote a post about it here https://www.servicenow.com/community/platform-analytics-articles/agent-stats-dashboard-using-a-remot...