post DIY NPS KPI Part 2 - PA Content Build Out in Performance Analytics blog

DIY NPS KPI Part 2 - PA Content Build Out

ChrisSteinke2 — Fri, 28 Jun 2019 12:19:21 GMT

DIY NPS KPI’s Part 2 -

Performance Analytics Build Out

Welcome back!

In part one we walked through the steps to configure your system to send out a new survey enabling you to track NPS score. If you haven’t yet configured the new survey I recommend you jump back to that post and start there:

DIY NPS KPI Part 1

Once that is done, we get to the fun stuff!

Performance Analytics is uniquely suited to track and monitor the trends of your NPS score. Being in-platform, it makes it much more straightforward to analyze the data and also create connections between the survey results and supporting data, such as Assignment Groups or Business Services. Achieving success with Performance Analytics is just like success in other applications, meaning you need to start with a cohesive plan and design rather than just start building things. Performance Analytics content are assembled like building blocks, so it is critical to map out the components and how they will fit together. Let’s walk through that process by starting at the end, with a list of the KPIs/Indicators we wish to see.

The first and most important is NPS Score, which is the % of Detractors minus the % of Promoters. Performance Analytics can create averages/percentages in 2 ways, either creating an average of a value included on records, or by using a formula indicator to create a calculation. For these % we will be using formula indicators with calculations. Here are the indicators necessary to get the info we desire:

Automated Indicators:

Total number of NPS Responses

Number of Promoters

Number of Detractors

Formula Indicator:

% Promoters (Number of Promoters / Total number of NPS Responses)

% Detractors (Number of Detractors / Total number of NPS Responses)

NPS Score (% Promoters - % Detractors)

Those are the bare bones KPIs, but thinking holistically, what else can we do to help make the management of the process more efficient and successful? Here are some additional KPIs / Indicators that should also be added:

Additional Automated Indicators:

Number of NPS Surveys not taken

“Why?” NPS Comment Word Cloud

Number of Passives

Additional Formula Indicators:

Response % for NPS surveys

% Passives (Number of Passives / Total number of NPS Responses)

Indicator Sources:

Now that we know the Indicators we want, we should plan out the Indicator Sources. The Indicator Sources are records which are re-used by Indicators, and reference a specific table and filter to begin to segment the data. In our above examples we need information from Metric Results (the actual scores), but also Assessment Instances (to determine response rates). For both, we only will want record where the Assessment Instance is either Closed or Canceled.

Breakdowns:

Breakdowns are a key feature in Performance Analytics, which allow you to slice and dice the data in order to perform more detailed analysis. Typically Breakdowns are created based on Reference fields or Choice lists on the Indicator Source table. In addition, it is possible to dot walk to related tables and also script Breakdowns to handle complex cases. When thinking about ways to analyze NPS, consider how you already slice and dice data within Incident Management. Here are some proposed Breakdowns:

By Incident Category
By Contact type
By Caller Department
By Caller Manager
By Assignment Group
By Assignee
By Priority

Fortunately most of these already exist as part of the Incident Management Performance Analytics Content Pack, so it will be a snap to utilize them for the NPS Survey. However there is an important issue that surfaces when we analyze our Breakdowns. The question you need to ask yourself is “Do I have access to the Breakdown fields from my Indicator Source tables?”

At first blush, of course you do, Metric Results reference the Assessment Instances, and Assessment Instances reference the Tasks for which they are generated. However certain fields, such as the Category, don’t exist on the Task table at all but are instead part of the Incident table. To Breakdown on these fields we’ll need to get a little creative.

Widgets:

These are the actual visualizations that you see on screen when you look at a Dashboard. Any Indicator and Breakdown combination can be used to make dozens of different visualization types. The most common used are Scores, Time Series and Breakdown Widgets. Once you have the other objects created, determining the visualization is more a matter of style and preference, so play with these until you get a view that you think provides the most value.

Jobs:

In order to collect Scores, Indicators must be associated with a Job. Jobs are run on a scheduled basis, typically once a day during non-work hours. Instead of adding our Indicators to an existing job, it will make support and debugging easier if we create a job just for our NPS scores. Generally, I tend to create new jobs from groups of created Indicators, rather than continuing to add to the existing out of the box (ootb) jobs.

Dashboard:

To bring it all together, we will need a dashboard visualizing the information. In order to organize data, each Dashboard may also have mutliple tabs. To make dashboards as efficient as possible and reduce loads times, try to limit each dashboard tab to around 6 widgets. For this example I will create 2 dashboard tabs. Tab 1 will be NPS Results and Tab 2 will be Survey response frequency.

Now that we have a rough idea of all the different components to be created, we can get started. The order I like to use when building PA objects is:

Indicator Source
Indicator
Breakdown Source
Breakdown
Job
Dashboard
Widgets

If you have more detailed questions about the order of assembling the buliding blocks, I recommend you check out this fantastic, detailed post on the Community from Dale Lin:

https://community.servicenow.com/community?id=community_question&sys_id=180d0769db9cdbc01dcaf3231f9619b9&view_source=searchResult

Save yourself time:

The ServiceNow Share site has loads of great, free apps for you to try out and use. One I always recommend is “PA UI Actions”. If you are building PA content, this will save you hours of clicking back and forth between different records. Just one example – generating sample scores directly from an Indicator – has personally saved me many hours over the course of the last few years! Download this Share app, put it on your Developer instance, test it out, and if you have no issues, I recommend you add it to Production.

Indicator Sources:

There are two important things to consider when creating Indicator Sources: you want to segment the data, and “dates not states”. The first part is apparent if you look at the out of the box Indicator Sources. For example, you can see that instead of just one for Incidents, it is divided up into Incidents.New, Incidents.Open, Incidents.Resolved and Incidents.Closed. This ensures maximum efficiency of jobs and processing. You want the Indicator Sources to be general enough to be re-usable but at the same time focused on a key data segment. “Dates not States” refers to how the filter criteria are created. Your first thought might be that Incidents.Resolved should filter on State=Resolved but that is incorrect. By using a date/time field (Resolved) where possible instead of a State field, the Indicator Source is able to accurately collect historical collection.

Also note that the out of the box conditions often use “on Today” rather than something like “Resolved is not empty”. Scheduled jobs collected each day, so you don’t need to filter to find all records, just the ones that were processed through Resolved on that specific day. If you want to create an Indicator showing “Resolved in the last 30 days” you wouldn’t need to create anything. You could just use the existing “Number of resolved incidents” Indicator and apply the “30d running SUM” time series.

Lastly I almost always recommend using “Daily” as the Valid for frequency. Using Time Series on Widgets, you can make a Daily Indicator show by week, month or quarter, however you cannot make a weekly or monthly indicator show daily. The exception is when you want to show year to year, or any yearly Time Series (e.g. year to date), in which case Weekly or Monthly frequency Indicators must be used.

Here are the Indicator Sources:

Name: NPS.Survey.Result

Valid for frequency: Daily

Facts table: Metric Result [asmt_metric_result]

Conditions: (will need to dot walk to Instance where referenced)

Instance . State is Complete

Metric starts with NPS

Instance . Taken on is Today

Name: NPS.Survey.Instances

Valid for frequency: Daily

Facts table: Assessment Instance [asmt_assessment_instance]

State is one of Complete, Canceled

Updated is Today

Metric type is NPS Survey

* note any field value not specified should be left as default / not changed

** note the “Cancel Expired Assessments” Scheduled Job does not enter in the “Taken on” date on the Metric Result record, so in the filter above Updated is used. Assessments are locked to editing after being taken or canceled so the Updated field will work for our purposes. The only exception to that would be if your system has been customized to allow updates to Assessments after they have been completed.

Automated Indicators:

Automated Indicators are the foundation of Performance Analytics. They are what creates the values on the Widgets you see on Dashboards, and are combined in calculations to create Formula Indicators. With Automated Indicators you can create record counts, sum up values in records, average fields, or create scripts to gather information.

Name: Total number of Completed NPS Responses

Indicator Group: NPS

Direction: Maximize

Unit: #

Indicator Source: NPS.Survey.Instance

Aggregate: Count

Value when nil: 0

Filter:

State is Complete

Collect records: true

Collect breakdown matrix: true

Publish on Scorecards: true

Name: Total number of Cancelled NPS Responses

Indicator Group: NPS

Direction: Minimize

Unit: #

Indicator Source: NPS.Survey.Instance

Aggregate: Count

Value when nil: 0

Filter:

State is Cancelled

Collect records: true

Collect breakdown matrix: true

Publish on Scorecards: true

Name: Number of Promoters

Indicator Group: NPS

Direction: Maximize

Unit: #

Indicator Source: NPS.Survey.Result

Aggregate: Count

Value when nil: 0

Filter:

Metric is NPS

NPS value is Promoter

Collect records: true

Collect breakdown matrix: true

Publish on Scorecards: true

Name: Number of Detractors

Indicator Group: NPS

Direction: Minimize

Unit: #

Indicator Source: NPS.Survey.Result

Aggregate: Count

Value when nil: 0

Collect records: true

Collect breakdown matrix: true

Filter:

Metric is NPS

NPS value is Detractor

Publish on Scorecards: true

Name: Number of Passives

Indicator Group: NPS

Direction: M Minimize

Unit: #

Indicator Source: NPS.Survey.Result

Aggregate: Count

Value when nil: 0

Collect records: true

Collect breakdown matrix: true

Filter:

Metric is NPS

NPS value is Passive

Publish on Scorecards: true

Formula Indicators:

While Automated Indicators typically count or sum value in records, Formula Indicators add, substract, multiply or divide other indicators. In fact, the Formula box in the Indicators is actually a javascript box, and from a certain perspective you can do almost anything you want with them. For advanced users, check out this Community post by Adam Stout:

https://community.servicenow.com/community?id=community_blog&sys_id=1f0d2ea5dbd0dbc01dcaf3231f961947

For NPS we will be creating some simple formula Indicators, using the Automated Indicators created in the previous step.

Name: % Promoters

Indicator Group: NPS

Direction: Maximize

Unit: %

Precision: 2

Formula: ([[Number of Promoters]]/[[Total number of Completed NPS Responses]])*100

Publish on Scorecards: true

Apply time series to result: false

Name: % Detractors

Indicator Group: NPS

Direction: Minimize

Unit: %

Precision: 2

Formula: ([[Number of Detractors]]/[[Total number of Completed NPS Responses]])*100

Publish on Scorecards: true

Apply time series to result: false

Name: % Passives

Indicator Group: NPS

Direction: Maximize

Unit: %

Precision: 2

Formula: ([[Number of Passives]]/[[Total number of Completed NPS Responses]])*100

Publish on Scorecards: true

Apply time series to result: false

Name: NPS Score

Indicator Group: NPS

Direction: Maximize

Unit: #

Precision: 0

Key: true

Formula: [[% Promoters]]-[[% Detractors]]

Publish on Scorecards: true

Apply time series to result: false

Name: Response % for NPS surveys

Indicator Group: NPS

Direction: Maximize

Unit: %

Precision: 0

Formula: ([[Total number of Completed NPS Responses]]/([[Total number of Completed NPS Responses]]+[[Total number of Cancelled NPS Responses]]))*100

Publish on Scorecards: true

Apply time series to result: false

Breakdowns:

If you are familiar with Groupings in Reports, Breakdowns act in a similar way. Other BI tools might call them ‘Dimensions’. The big difference for PA is that Breakdowns are constructed ahead of time and added to Indicators so they can be processed when collection jobs are run. Breakdowns are usually added on Choice Lists or Reference fields and for NPS we’ll use common Breakdowns associated with the underlying Incident records. This will allow someone analyzing NPS values to slice and dice the data to generate insights related to Detractors and Promoters. Once we’ve added the Breakdowns, we’ll apply them to all our Indicators, then create and run a Job so we can see results. Each Breakdown needs a Breakdown Source and Breakdown Mapping, and each element is defined below. Note if you have activated the ITSM Content Packs, then Priority, Category, Assignment Group, Assigned to and Contact type already exist, saving us loads of time.

For the Caller Department we will use the ootb Breakdown source, so we only need to create the Breakdown.

Caller Department

Breakdown (Automated):

Name: Caller Department

Breakdown source: Departments

Breakdown Mapping:

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Assigned to .. Department

(* note that the .. denotes a dot walk)

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Assigned to .. Department

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

For Caller Manager, we could use the Users.Active Breakdown Source, but that would not be efficient. It is far better to create a new Breakdown Source that will allow us to zero in on Managers only, which is easily accomplished using Related List conditions.

Caller Manager

Breakdown Source:

Name: Users.Active.Manager

Facts table: User [sys_user]

Field: Sys ID

** I know it seems like sometimes it should not be Sys ID,

but the answer is always Sys ID.

Condition:

Active is true

RELATED LIST CONDITIONS

Great than or Equal to 1

User -> Manager

Breakdown (Automated):

Name: Caller Manager

Breakdown source: Users.Active.Manager

Breakdown Mapping:

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Assigned to .. Manager

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Assigned to .. Manager

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

The following Breakdowns exist out of the box and the fields we need exist on the Task table, so no assembly required! The the only thing necessary to use an out of the box Breakdown is to connect them to a table using a Breakdown Mapping, and then add them to the Indicators. Just to reiterate, in this step you are not creating new Breakdown Sources or Breakdowns, instead you will need to access the existing Automated Breakdowns (which exist because you’ve activated the ootb Content Packs, right?), then add Mapping records and Indicators to the Related Lists at the bottom of the records.

Breakdown: Priority (access the one with Breakdown Source = Incident.Priority)

Breakdown Mapping (need to add 2)

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Task .. Priority

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Task .. Priority

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

Breakdown: Assignment Group (access the one with Breakdown Source = Groups)

Breakdown Mapping (need to add 2)

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Task .. Assignment Group

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Task .. Assignment Group

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

Breakdown: Assigned To

*This should exist already out of the box, you just need to add a mapping

Breakdown Mapping (need to add 2)

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Task .. Assigned to

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Task .. Assigned to

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

Breakdown: Contact type

Breakdown Mapping (need to add 2)

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Task .. Contact type

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Task .. Contact type

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

I’m going to be vulnerable here, and admit that I am not good at scripting. If I have been able to achieve anything with scripting it is only because I have stood upon the shoulders of giants, AKA patient colleagues who help and support me. Another technique I have used successfully for many years is finding something already in the system similar to what I need, then copying it and making a few minor edits. Most Performance Analytics work does not require scripting however there are some exceptions including hierachical Breakdowns (e.g. with Parent \ Child type records), time duration calculations, and occasionally Breakdown Mappings.

Why do we need to use scripting? In the last step we demonstrated we can dot walk to the Task record, but it is not possible to them dot walk from the Task to the Incident. Although we have Incident number (trigger_id) the manual field selection in the Breakdown Mapping only lets us choose Task fields. That is great for Assignment Group and Priority, which exist on all records at the Task level, but we need to script to pull in Breakdown data for fields that only exist on the Incident record itself like Category. But have no fear, it’s a relatively easy script to create.

First we’ll need to create the scripts. Under the Performance Analytics menu, there is a specific option for ‘Scripts’. First we’ll create a new one to help us get the Category from the Task record. When you ‘script a breakdown’ you basically want the script to return a value that matches your Breakdown Source.

Script Name: get.incident.category.from.task

Facts table: Metric Result [asmt_metric_result]

Fields: Instance .. Trigger ID

Script: (you can literally cut/paste the below section into the script record)

//this defines the function

function incidentCategory(incident_id){

var gr = new GlideRecord("incident");

if (gr.get(incident_id))

return gr.getValue("category");

return '';

}

incidentCategory(current.instance.trigger_id);

Basically this searches the incident table using the ‘incident_id’ from the Task, and then returns the ‘category’. Easy peasy!

Next we need to create a second script, so that the same Breakdown may be applied to Assessment Instance based Indicators.

Script Name: get.incident.category.from.task.assessment

Facts table: Assessment Instance [asmt_assessment_instance]

Fields: Trigger ID

Script:

//this defines the function

function incidentCategory(incident_id){

var gr = new GlideRecord("incident");

if (gr.get(incident_id))

return gr.getValue("category");

return '';

}

incidentCategory(current.trigger_id);

Now we just need to use our script to create a Breakdown Mapping. Access the Breakdown as in the last step, add the scripted Breakdown Mapping

Breakdown: Incident Category

Breakdown Mapping

Facts table: Metric Result [asmt_metric_result]

Scripted: true

Script: get.incident.category.from.task

Facts table: Assessment Instance [asmt_assessment_instance]

Scripted: true

Script: get.incident.category.from.task.assessment

Indicators: % Detractors

% Passives

% Promoters

NPS Score

Number of Detractors

Number of Passives

Number of Promoters

Response % for NPS Surveys

Total number of Cancelled NPS Responses

Total number of Completed NPS Responses

Word Cloud – Text Analytics

In the London version, ServiceNow released a new visualization called a ‘Word Cloud’. This is a great way to represent text from fields such as Short Description or Survey Comments. In this section we’ll walk through setting up a Word Cloud for our NPS Surveys. If you are on a version prior to London, skip these steps.

Text Analytics are configured using already existing Indicators Sources. In order to create a Word Cloud for only NPS Comments and ensure maximum effiency of collection, we’ll configure a new Indicator Source that pulls only NPS Comments.

Indicator Source

Name: NPS.Survey.Result.Wordcloud

Valid for frequency: Daily

Facts table: Metric Result [asmt_metric_result]

Conditions:

Instance .. State is Complete

Metric is NPS Comment

Instance .. Taken on on Today

In your Navigator type in ‘text a’ and it will filter to the proper menu options. Then click on ‘Setup’ and then ‘New’ to create a new Text Analytic.

Indicator source: NPS.Survey.Result.Wordcloud

Fields to analyze: String value

Use system stop words: True (checked)

Next we need to create a simple Indicator that points to our new Indicator Source:

Automated Indicator

Name: NPS Wordcloud

Indicator Group: NPS

Direction: None

Indicator Source: NPS.Survey.Result.Wordcloud

Aggregate: Count

Value when nil: 0

Collect records: true

Filter:

None

Publish on Scorecards: true

Then add Breakdowns to the Indicator:

Assigned To

Re: DIY NPS KPI Part 2 - PA Content Build Out

Aaron Munoz — Sat, 06 Jul 2019 00:14:59 GMT

This is a great vertical slice of Performance Analytics for a great use case.

Looking forward to the next part!

Re: DIY NPS KPI Part 2 - PA Content Build Out

Shwana Davis — Thu, 08 Aug 2019 16:04:49 GMT

Hi Chris-

I am working through this right now on my dev instance had no problems until I came across one of the formula indicators. Would you verify the formula for me? This is what is says currently:

Name: Response % for NPS surveys

Indicator Group: NPS

Direction: Maximize

Unit: %

Precision: 0

Formula: ([[Total number of Completed NPS Responses]]/([[Total number of Completed NPS Responses]]+[[Total number of Cancelled NPS Responses]]))*100

Publish on Scorecards: true

Apply time series to result: false

Is that correct? It didn't look right or work for me.

Thanks!

Re: DIY NPS KPI Part 2 - PA Content Build Out

ChrisSteinke2 — Thu, 08 Aug 2019 19:55:23 GMT

Hi Shwana. The formula itself has the correct syntax. Would you please post a screenshot of the error message you are receiving?

Re: DIY NPS KPI Part 2 - PA Content Build Out

stevejarman — Fri, 31 Jan 2020 02:53:21 GMT

Hi - I've been borrowing bits of this, trying to piece something together for my organisation...

Did Part 3 ever come about?

Re: DIY NPS KPI Part 2 - PA Content Build Out

David141 — Tue, 25 Aug 2020 14:05:18 GMT

I completed parts 1 and 2 in my very limited downtime at work because the boss mentioned wanting a NPS survey, and I have to say I'm amazed at this tutorial. Just trying to keep all the parts together in my head when making a PA report gives me a headache and this is awesome.

Re: DIY NPS KPI Part 2 - PA Content Build Out

MSH2020 — Tue, 05 Jan 2021 02:35:25 GMT

Awesome tutorial!!!

Would the setup of PA Indicators from your tutorial work across ITSM, CSM and HRSM?

Or would we have to re-create the entire setup of Indicators three (3) times for each of these three (3) areas?

For example, I was informed that our ITSD uses ServiceNow Customer Service Management and that there is a dataset for CSM and another dataset for ITSM. Will your setup span both CSM and ITSM?

Thanks!

Re: DIY NPS KPI Part 2 - PA Content Build Out

ChrisSteinke2 — Mon, 11 Jan 2021 16:35:34 GMT

Thanks, I'm glad you like it.

Not to give a consultant answer to your question but it depends. Surveys (the asmt_metric_type table) are cross platform and not specific to any dataset. Each Survey may have multiple 'trigger conditions' so you could have a single survey for all sorts of tickets. Note that I haven't implemented that myself but based on my knowledge of configuration it is possible, and for more info on 'trigger conditions' have a look at Step 18 of Part 1 of the tutorial.

So it definitely can work across all datasets, however you would need to add the ability to Breakdown by Ticket Type so that when you select that as a Breakdown you could focus in on ITSM, CSM or HRSM results. The only drawback of this is that you can only use 2 levels of Breakdowns, so depending on what people want to see it might be limiting. For example, if your CSM stakeholder says they absolutely need to Breakdown by both Account and Assignment Group at the same time, then creating a set of Indicators dialed in to the Case table instead of Task table would be the right solution.

Re: DIY NPS KPI Part 2 - PA Content Build Out

ChrisSteinke2 — Mon, 11 Jan 2021 16:43:28 GMT

Thanks David. Honestly keeping track of all the different objects is often more challenging than actually doing the configuration.

I am a huge fan of the MindMeister app (www.mindmeister.com). Its a Mind Mapping tool, which allow you to create a more dimensional view of a build out rather than paragraph based notes. I've attached an example that I was using while creating this content for reference.

Re: DIY NPS KPI Part 2 - PA Content Build Out

Yee Man Chun — Mon, 14 Nov 2022 01:40:38 GMT

Does anyone know how to configure the automated survey send through email after the case mark as resolved?

Think need to creating a notification to trigger the survey email to the caller.

Appreciate it if anyone could help me with this.

Re: DIY NPS KPI Part 2 - PA Content Build Out

Priya_2105 — Mon, 12 Jun 2023 02:40:18 GMT

Hi @ChrisSteinke2

I hope you're having a great day.

Currently I am working on NPS Score report in performance analysis . I have successfully obtained the correct percentage in the report. However, I am now looking to include some breakdowns, specifically the NPS score by Assignment group.

To achieve this, I have attempted to create a breakdown using the following steps: Breakdown source - Group table

Automatic Breakdown:

Facts table: Metric Result [asmt_metric_result]

Field: Instance .. Task .. Assignment Group

Facts table: Assessment Instance [asmt_assessment_instance]

Field: Task .. Assignment Group

Unfortunately, this approach only yields the incident Metric result. it not showing service request metric result because Service request don't have Assignment group only service request task have Assignment group. I am still working on finding a solution to obtain the desired breakdown by Assignment group.

Kindly help me this.

Thank you

Re: DIY NPS KPI Part 2 - PA Content Build Out

glmarshall — Wed, 10 Jan 2024 12:34:15 GMT

Where's part 3 😄

Re: DIY NPS KPI Part 2 - PA Content Build Out

JarredP — Fri, 15 Nov 2024 00:29:59 GMT

Hi @Priya6 Did you end up creating a breakdown for the NPS Score by assignment group? I'm stuck on this part

Re: DIY NPS KPI Part 2 - PA Content Build Out

Tahir Ahmed — Sat, 04 Oct 2025 15:39:06 GMT

Hi @ChrisSteinke2 this tutorial is amazing I followed all the steps and was able to create all the indicators successfully. I do, however, have an additional requirement. I need to apply a filter for HR Service on these indicators.

The goal is that when a user selects an HR Service, all indicators should update accordingly and only reflect the survey scores triggered through that specific HR Service.

I created a breakdown source on the HR Service table and a breakdown with mapping to the Metric Result table using scripting, but I haven’t had any success yet.

Could you please guide me on this?