Breakdown on metric assessment definition

[Paul Kraus]

When we Close an Incident, we send out a survey/assessment to the user. It has two parts, a question with a Satisfied/Dissatisfied result and a comment box/field. I would like to create a Breakdown based on the Satisfied/Dissatisfied result to use in an Indicator. I have tried following previous guidance attempting to use the ‘assessment metric definition’ table as the source and map it to the result table. I have yet to get any matches in results in various attempts. Attached are pictures of my settings, any guidance would be appreciated.

[wojasso]

Hi @PaulKraus

To break down your satisfaction assessment results for Performance Analytics indicators you should use the Assessment Metric Result (asmt_metric_result) table rather than the metric definition. The definition table only stores the question, not the answers, so there is nothing to group by.

One simple approach is:

• Identify the metric that contains your “Satisfied/Dissatisfied” question. In the metric record grab the sys_id.
• Create a Breakdown Source with asmt_metric_result as the source table. Add a condition on the metric field to match the chosen metric so you only pull the results for that question, and for the value field choose choice.display_value (or string_value for free‑text metrics). This will produce values such as Satisfied and Dissatisfied.
• Create a Breakdown that uses this source, and set the label field to choice.display_value. This breakdown will now have two values (Satisfied/Dissatisfied) which can be applied to any indicator that collects data from your assessment.
• In your indicator definition make sure that the Indicator Source includes a reference back to the assessment result (for example using the Assessment metric result or Survey instance fields). In the Breakdown Mapping select this reference field so the breakdown knows how to join the score to the assessment result.

If you want to group multiple answer choices (for example several positive ratings) into a single bucket you can add a Script field in the breakdown source to normalise the values. The following sample converts the choice value into a Yes/No bucket:

var label = source.choice.display_value; 
return label === "Satisfied" ? "Satisfied" : "Dissatisfied";

After creating the source and mapping, collect the scores again. You should then be able to apply the new breakdown to your indicator and chart your incident closure survey results by Satisfied/Dissatisfied.

This response was drafted with the help of AI and briefly reviewed by a human. Please excuse any errors or formatting issues.

💥 Was this answer useful? 👉 If so, click 👍 Helpful 👍 or Accept as Solution ✅ 💡🛠️🧠🙌

[Paul Kraus]

Thanks for the reply. You can see my reply to the other response. I didn't quite follow your instructions about 'choice.display_value' , though it sounds like what I tried before. I have a filter of Metric = 'incident closure survey' and now I'm adding Metric Definition Satisfied or Dissatisfied to reduce counts.

[indrajeetma]

To break down survey responses like Satisfied / Dissatisfied, your Breakdown must be based on the asmt_metric_result table, and specifically on the actual response values.

Make sure the Facts Table is asmt_metric_result

Field for mapping to the Indicator Source:

If your Indicator is based on asmt_assessment_instance, map using metric_result.instance

If your Indicator is based on incident, map using:

metric_result.instance.source_id → links to incident.sys_id

[Paul Kraus]

My indicator is based on the asmt_metric_result table. I actually made a Breakdown work with the Breakdown Source being that result table with 'metric definition' as the chosen field. Then in the breakdown mapping chose the same table/field. It gave me the correct counts in the Indicator but the Breakdown Mapping shows thousands of results rather than two matches.