How to accurately collect historic scores for "Number of incidents opened by Service Desk Agents"?

[Mark Nguyen]

Hi Platform Analytics Community,

I have a requirement to collect historical scores for "Number of incidents opened by Service Desk". My Service Desk consist roughly of 100 agents with many moving on to higher positions very frequently and new hires. This causes accurate historic data collection to be very difficult. 

This is my current conditions for Indicators. This query is missing incidents that were created by Service Desk Agents in the past as they currently do not have this Job Code.

Any ideas or guidance on how I can collect accurate scores?

[Mark Manders]

PA will collect records from the moment you start using the jobs. The historic collector will get all records as they are now (will not check on the the states of before, for instance). So if the users can't be selected based on anything currently available on their record, it won't be possible for records created in the past.

By the way: why use the condition 'on this fiscal period'? If you collect everything created by the ServiceDesk, you can report on the periods, now you will only get them from this period and when the next one starts, you don't collect older records anymore.

If my answer helped you in any way, please then mark it as helpful.

Mark

[Mark Nguyen]

Hi @Mark Manders ,

Thank you for your response. I understand the logic of the historic data collection process as it uses information currently in the database and not in the past. This indeed makes accurate data collection for Service Desk tricky.

I am using condition "Created on This Fiscal Period" as I need to display this information using a Fiscal Calendar and by Fiscal Period. I need to accurately capture historical information as well as each Fiscal Period moving forward. Do you have a recommendation for more accurate data collection for Service Desk?

[Mark Manders]

At least tricky looking at the history. It will work as of now, since you will collect on daily base (I assume).

Personally I would collect everything and create the reports/widgets based on the fiscal period.

If my answer helped you in any way, please then mark it as helpful.

Mark