How to create Performance Analytics

[nandini29]

Hello
I am new to performance analytics can you guide me on this below requirement
How to create a dashboard using Performance analytics which satisfies below requirement

Incidents + tasked opened
Incidents + tasked closed
The Rough FCR = Total Inc+Tasks closed divided by total Inc+Tasks opened. Then multiply by 100 to get proper %

Thanks
Nandini

[AndersBGS]

Hi @nandini29 ,

The is a difference from a historical data collection to a running data collection. Basically, you need to identify what is it that you need to see. I would assume that your automated indicators could work going forward, but you will not be able to collect any data historically if you don't have a date recorded anywhere. 

[nandini29]

@AndersBGS  thank you so much for your response
Date recorded anywhere through this sentence what you are referring to can you brief it
So, I need to mention the range in filter that you are referring to?

[AndersBGS]

Hi @nandini29 ,

What I'm referring to is, that if you have a historical data collection e.g. 6 months back where you would like to see the backlog of open incidents pr. month, then ServiceNow doesn't know the historical state. It only knows the state based on fixed dates. 

Going forward, the ServiceNow takes snapshot of data based on defined interval, hence it will be able to keep the historical data points as needed.

[nandini29]

@AndersBGS Thank you so much for your valuable inputs, I am trying implement it.