Real Time Score Updates for PA Reports

[Cammi Dawn]

We have created two Automated Indicators to collect the number of CSAT's received and the average score of each CSAT.  Currently the Indicator Source is running daily and using a Formula Indicator we create an Average CSAT score by day/week/month/quarter.  However, occasionally CSAT scores are updated due to the customer selecting 1 instead of 5 for good service etc.  When these scores are updates we can't figure out how to automatically update the PA score without A)Rerunning the Indicator Source occasionally or B) manually overriding the score for that day.

We changed the Automated Indicators to "Show real-time score" be selected however, neither the Automated Indicator nor the Formula Indicator are updating.  Is there something we are missing?

Not sure if we need the Indicator Source to run more frequently or how exactly that Show real-time score works.  Any help would be appreciated.

[Maik Skoddow · Accepted solution]

Hi @Cammi Dawn 

the original idea of PA is to collect/record data in intervals to get better insights into the past. Providing real-time views is a kind of edge case an on page https://docs.servicenow.com/bundle/vancouver-now-intelligence/page/use/performance-analytics/concept... you will find all restrictions and if I understand you right your scenario is not suitable for real-time scores.

Maik

[Cammi Dawn]

Hi @Maik Skoddow thanks.  I thought that might be the case.  If we can't show Real Time scores that is okay but is there another way to "auto update" past data/scores?  The CSAT scores come in and occasionally have to be changed because they selected a 1 instead of a 5.  So we work through rerunning the data again once a month for any that were updated.  But do you know of a way that we could either create a new Indicator or set the current indicators to go back and repull data to correct data that was updated for previous days?

[Aishwarya Pati1]

@Cammi Dawn hi! Were you able to configure your indicators to reflect real-time scores? Please let me know how did you address your requirement.