Performance Analytics Breakdown Relations not working

[crowe1288greg]

I've created an Automated Indicator for Daily New Calls.

I've created 2 breakdowns:

Site Agent: the elements are the desk agents. I'm able to see each agent with their number of calls.

Hour of Day: this is a scripted breakdown using a bucket group. This groups the calls by the hour of the day. Examples, 00,01,02,03,04,...,24

Collect breakdown matrix is turned on. I've confirmed the data is being collected within the pa_scores_l1 & pa_scores_l2 tables.

Example:

Site Agent A: 12 calls in the day. Breakdown Hour of Day: 08-3 calls, 09-3 calls, 10-6 calls.

I'm unable to get the breakdown relations to work properly. I think its because the 2nd breakdown is scripted.

Here's what the breakdown relation look like:

Name: Site.Agent.HourofDay

Breakdown: Site Agent

Related Breakdown: HourofDay

Table: new_call

Breakdown field:created_by

related breakdown field: created by

When I'm viewing on the Analytics Hub, selecting the breakdown Site Agent, it lists the agents with their total number of calls for the day.

If I click on an agent, it shows Site.Agent.HourofDay - Related Breakdowns.

When I expand this it shows 'No elements to display'.

I've confirmed all the data looks good between the pa_scores_l1 and pa_scores_l2 tables.

Within the breakdown relation, I've tried different  selections in the 'breakdown field' & the 'related breakdown field'. I receive the 'No elements to display' each time.

Any suggestions?

[crowe1288greg · Accepted solution]

Hello,

Thank you for the reply. I was hoping there would be a solution without creating a field. I work in an organization where adding a field is impossible.

Is there any ServiceNow documentation that discusses this limitation?

[ayushraj7012933]

Hi    @crowe1288greg ,

This is a common limitation in Performance Analytics Breakdown Relations, especially when one of the breakdowns is scripted.

Recommended Fix (Best Practice)

Convert Hour of Day into a Field-Based Breakdown

1. Create a new field

   • Table: new_call

   • Field: u_hour_of_day (String/Integer)

2. Populate the field
   Use a Business Rule:

   var dt = new GlideDateTime(current.created_on);
   current.u_hour_of_day = dt.getHourLocalTime();

3. Create Breakdown

   • Create a breakdown on u_hour_of_day

   • Apply bucket grouping if needed (00–23)

4. Update Breakdown Relation

   • Breakdown: Site Agent → created_by

   • Related Breakdown: Hour of Day → u_hour_of_day

[crowe1288greg · Accepted solution]

Hello,

Thank you for the reply. I was hoping there would be a solution without creating a field. I work in an organization where adding a field is impossible.

Is there any ServiceNow documentation that discusses this limitation?

[ayushraj7012933 · Accepted solution]

Hi @crowe1288greg,

You’re absolutely on the right track — and your assumption is correct.

OOTB Behavior

Out of the box, Performance Analytics Breakdown Relations only work with field-based breakdowns. They require actual fields from the source table to establish a relationship.

In your case:

• Site Agent → field-based (created_by) 

• Hour of Day → scripted (bucket group) ❌

Since Hour of Day is not a physical field on the new_call table, PA cannot relate it, which is why you see “No elements to display”.

Best Practice Approach

Step 1: Create a Field

• Go to System Definition → Tables

• Open table: new_call

• Add field:

  • Name: u_hour_of_day

  • Type: Integer/String

Step 2: Populate the Field

Create a Business Rule (before insert/update):

var dt = new GlideDateTime(current.created_on);
current.u_hour_of_day = dt.getHourLocalTime();

 Step 3: Create Breakdown

• Go to Performance Analytics → Breakdowns

• Create new breakdown:

  • Source: new_call

  • Element field: u_hour_of_day

• (Optional) Apply bucket group (00–23)

 Step 4: Update Breakdown Relation

• Go to Breakdown Relations

• Configure:

  • Breakdown: Site Agent → created_by

  • Related Breakdown: Hour of Day → u_hour_of_day

Step 5: Recollect Data

• Run Collect Data job again

• Ensure Collect breakdown matrix is enabled

Step 6: Validate in Analytics Hub

• Open indicator

• Select Site Agent

• Drill into agent → expand related breakdown

You should now see Hour of Day values

[crowe1288greg]

Thanks for both replies.