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
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