analytics

[yukiey]

How can I output the following average numbers into analytics:

• Current month's average number of agent replies
• Current month's average number of user (requester) replies?

[M Iftikhar]

Hi @yukiey ,

Since in the interaction record the chat is stored as one long transcript string, ServiceNow’s Performance Analytics cannot directly split and count the replies. If your goal is to calculate average agent replies and average requester replies for the current month, you’d first need to parse the transcript field.

One approach is to create a Business Rule or Scheduled Job that parses the transcript line by line, counts agent vs requester replies, and stores those counts in custom fields on the interaction record. Once the counts are stored, you can easily build PA Indicators or Reports to calculate the monthly averages.

If you want to avoid storing data, this could also be handled via a custom visualization in UI Builder, but out-of-the-box PA won’t be able to parse the transcript string.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[yukiey]

Thank you for your reply.

I'm focusing on analytics for Incidents, but am I correct in understanding that replies cannot be directly split and counted within the interaction record even for Incidents?

It sounds like creating custom fields to count replies and then calculating averages from them would be a good approach, but is this something a ServiceNow beginner can do?

[Bhuvan]

@yukiey 

Create a scripted indicator on sys_journal_field to track the number of replies by fulfiller [agent] and requester [user] by dot-walking on sys_user_has_role table or any other related tables to classify agent and user

Below is sample configuration but would need additional testing & fine-tuning for creation of scripted indicator

You can create 2 automated indicators one for agent and one for user as it would be easier and do not see an option to breakdown based on user alone as you cannot identify if the work notes/comments made by agent or user without dot-walking role or group membership of user.

Another option is to create database view table but due to criticality of tables involved and number of records that it could generate, would not recommend that path.

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@yukiey 

Thanks for marking the post as helpful.

If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan