Report that tracks daily case load of multiple agents

jonathanlei
Tera Contributor

‎09-18-2024 11:10 AM

Hi

I am trying to make a report that makes a graph (Time series reports graph) that shows me the number of incidents in agents Queue end of the day for a week or month for 6 mouths

the Goal is to see if the system of assigning incidents is fair and equal within the members of the team i.e the number of incidents should be in equal to the other agents within a few cases

 

Other posts/Questions that I have looked at

https://www.servicenow.com/community/itsm-forum/how-do-i-run-a-report-to-see-how-many-incidents-are-...

https://www.servicenow.com/community/platform-analytics-forum/how-to-create-a-report-of-all-incident...

https://www.servicenow.com/community/platform-analytics-forum/how-to-report-on-number-of-incidents-a...

 

This is what I have so far 

jonathanlei_0-1726682890252.png

jonathanlei_1-1726682934291.png

 

Any ideas on how to do this would be great

 

Thanks

 

 

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Community Alums
Not applicable

‎09-22-2024 11:57 AM

Hey @jonathanlei 

 

It sounds like your use case might actually be a good fit for Performance Analytics. Base reporting will be able to show you the total tickets aggregated by the date they were opened, but not the total tickets in one person's queue by date. With PA, you would create an indicator that collects assigned tasks, then create a breakdown that groups by Assigned to. With this, you could see the number of tasks assigned to an agent by day/week etc.

 

Hope this helps!

~Nick

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