Reporting on Agent Effort within the SIR Module / Performance Analytics

[dave_smith]

Hello community!

I'm in need of some assistance, from someone(s) that knows more about the reporting side of the SIR/Performance/ Platform Analytics modules. Specifically, I'm looking for a way to calculate the amount of time an agent spends on a ticket, so that we can quote that metric in our service specifications.

How it works right now:

Sentinel raises an SIR ticket within ServiceNow. This ticket arrives in the "Draft" state.

Once an agent is assigned to the ticket, the state switches to "Analysis".

If a ticket needs input from customer, it is moved to "Pending Customer" substate (main state remains in Analysis).

When work is complete, state is moved to "Closed".

So, fundamentally, I'm looking for a way to do the following sum:

Ticket time in Analysis minus Ticket time in Pending Customer (per ticket).

I know there is an OOTB metric called "Incident State Duration" which will tell me how long a ticket has been in each state, but it doesn't take into account business hours, or the time spent in any substate.

I can provide more details/answer questions as needed, but I would really appreciate any help that anyone can offer.

Thanks,

Dave

[Mark Manders · Accepted solution]

Hi Dave,

The easiest way to report on this, is by adding an SLA Definition for these tickets. You can calculate the business hours through adding a schedule and pause conditions on the 'pending customer' substate. That way you have the time it is set on the states you want to calculate (analysis to closed, excluding pending customer).

SLA definitions are a great way to report on these kinds of things, because of the limitations Metrics bring. However, it would be good to set the SLA definitions in a way it is recognized as a 'for reporting definition' so it's not reported on as a customer SLA. 

[OlaN]

Hi,

This sounds like something you could setup with a SLA perhaps? Have you looked into that option?