CSAT and used Calendar

Nenad Berbatovi
Tera Contributor

yesterday

Hello,

I would like to calculate CSAT. OTTB PA Indicator use Standard Calendar in indicator source. Is it possible to change this? I would like to use my calendar which exclude weekends, holiday, ... and take only working hours. 

 

Best regards,

 

Nenad

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Siddhesh Jadhav
Kilo Sage

50m ago

Hi @Nenad Berbatovi ,

You can achieve this by creating and configuring a Business Calendar and then using that calendar in your Performance Analytics configuration (where supported by the indicator or indicator source).

Here are the steps:

  1. Navigate to Business Calendar → Business Calendars.

  2. Create a new Business Calendar (for example, Working Hours Calendar).

  3. Set the appropriate Time Zone and save the record.

  4. Create Business Calendar Entries for your working days and working hours only.

    • Add entries only for Monday through Friday.

    • Exclude Saturdays, Sundays, and any company holidays.

    • If required, define the specific working hours (for example, 09:00–18:00) for each business day.

  5. If your application requires it, associate the Business Calendar with the relevant package under Business Calendar → Calendars for Package.

  6. In your Performance Analytics configuration, check whether the Indicator Source or related configuration allows you to reference the newly created Business Calendar instead of the Standard Calendar.

  7. Creating business calendars • Australia ServiceNow AI Platform Administration • Docs | ServiceNow refer this link

I've attached screenshots of the Business Calendar configuration for reference, which should help you with the setup.

 

SiddheshJadhav_0-1783578738418.pngSiddheshJadhav_1-1783578785671.pngSiddheshJadhav_2-1783578817956.pngSiddheshJadhav_3-1783578856622.png

SiddheshJadhav_6-1783578964487.png

 

SiddheshJadhav_4-1783578881882.png

 

 

If your Indicator Source is hardcoded to use the Standard Calendar, it may require customization or an alternative configuration depending on the specific Performance Analytics implementation.

 

 

 

Thanks,
Siddhesh Jadhav

 

If this answers your question, please mark this response as Helpful and Accepted so it can help others facing the same issue.

SrinivasM366
Giga Contributor

47m ago

Yes, it is possible to use a different calendar. Instead of modifying the OOTB CSAT indicator source directly, create a custom PA calendar that excludes weekends, holidays, and non-working hours. Then clone the OOTB CSAT indicator source and replace the Standard Calendar with your custom calendar. This is the recommended approach to preserve baseline content and ensure calculations use business working time.
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