Dashboard that displays the total ServiceNow tickets that each agent handles per day

[kiyenyfelix]

Create a dashboard that displays the total ServiceNow tickets that each agent handles per day, then calculate a maximum number per month, and average that maximum over the number of agents in a team. The format would be similar to what is in the ServiceNow analysis spreadsheet attached. I have tried but i am not getting the exact request

[Mark Manders]

You are missing some definitions. What do you mean with 'handles per day'? Is that resolving, assigning, creating?

You mention an attached spreadsheet, but there's no attachment. Also: you are providing a solution that you can't create. What is the issue you are trying to resolve? What is the business case?

Knowing the average of tickets by agent makes sense if the resolution time is about the same. An issue with AD can create a huge load in tickets because people can't log in and only one action can resolve them all. Other tickets can take weeks because of the number of departments involved or the complexity of the issue.

And how do you get to the maximum per month, based on the number per day?

[kiyenyfelix]

Hello Mark. I mean the number of tickets an agent is assigned per day and resolved by the agent. So handles means assigned and resolved by a particular agent per day. Then after that I should get the maximum per agent per day for a particular agent

[kiyenyfelix]

Please see attached snippet. I need average for one month. Then the maximum per agent per day for a month or year

[Mark Manders]

For resolved, you can just use normal reports, because 'resolved' is a simple date time field. For 'assigned' you will need PA to get the dates of assigning to a user (the number of it).