Reassignment count and Reopen count Breakdowns on PA

[Infinity_RL]

I am currently building a dashboard on PA and I need to add two breakdowns: one for reassignment count which is calculated by script and re-open count. I am not able to create those using bucket list as number of re-assignments cannot be predicted. Is there any way to add them as breakdowns?

[Uncle Rob · Accepted solution]

Instead of predicting precision ... "I need a bucket for 1,2,3,4,5,6,7,8,9 ++ ", take inspiration from the AGE buckets.
Age buckets are ranges, with the OOB final range being "90 or above"

ReAssignment and ReOpen don't need precision.  Its EASY for stakeholders to agree on comfortable vs uncomfortable ranges.

0-2 Reassignments?   That's fine
3-5 Reassignments?  Concerning!
6+ Reassignments?   What the absolute hell is going on here anyway?!

See?  At a certain point you don't care if its 6, 8, or 80.  At that point its "just too f---ing many".
Same story for re-opens.

[Uncle Rob]

Good plan.  The more I think about it, the more I think reassign/reopen count as a breakdown is absurdly ineffective.   A breakdown is meant to be a subset.  Almost an indicator within an indicator. 

We instinctively understand things like "Open Incidents that are P1" vs "Open Incidents that are P2".  

But tell me what "Open Incidents with 3 reassignments" does in relation to "Open Incidents with 4 reassignments".

This makes me wonder if the customer is asking for what they THINK they want, vs what they're actually trying to get to.