Reporting - Show multiple KPIs per Agent in a single report

[Tom Sienkiewicz]

Hey Everyone,

I've got quite a challenge there. I need to replicate this kind of visualization in ServiceNow:

It needs to be filterable per Company/Group/Agent as well as have a date range selector.

Every column here is in fact a different KPI. Some of those are "standard report" KPIs, some look more like "PA formula indicator" type of KPI.

But main question is the presentation - it needs to be in a similar fashion. 

Can anyone think of a place/feature in ServiceNow, where such display would be possible? The closest I got is just showing multiple reports on a page (each per different KPI) with a set of filters at the top... Do I need to script the whole PowerBI in ServiceNow lol.

Many thanks!

[Michael-PHL]

I would love to know this to...

We import our Call Center reports into a table with a row per day per agent with AHT, Number of calls, Not Ready time, etc.. and would like to combine this all into a report that we can do Monthly (totals per agent).

[Tom Sienkiewicz]

the only thing that I can think of atm is a custom report built using Highcharts but that would have to be scripted all the way. Maybe it is a cool idea for an app, unfortunately I don't have so much time as to actually POC this. But theoretically such a custom app could leverage OOTB indicator or table data and just visualize those in that kind of list view.

[Tai Vu]

Hi @Tom Sienkiewicz 

From your screenshot, It seems looking pretty similar to Allocation Workbench. This is tricky one to achieve within Dashboard.

But regarding the visualization point, the Pivot Scorecard might works for this case.

We can have the Pivot Breakdown as the Employee (User) and each column will be the Indicators which are linked to the widget. 

And, I don't think the Dashboard Filter will work for this type of PA widget.

Cheers,

Tai Vu