dashboard page template for tableau on ITSM ServiceNow ServiceNow Performance of Agent Groups data visualization dataviz

 

Presentation

This dashboard page gives an overview of the performance of your agent groups / teams and their ability to close cases.

It is composed of two sections:

  • Closed Cases
  • Time to Solve Cases

 

For each agent group / team and priority, you can see:

 

Closed Cases

The line shows the monthly evolution of Closed Cases for the last 12 months, whereas the horizontal bar shows the performance of Closed Cases for current period.

 

Time to Solve Cases

The small bars show the monthly evolution of Resolution Duration (min) for the last 12 months, whereas the horizontal bar shows the performance of Resolution Duration (min) for current period.

At the right, you can see a bubble per case: the cases at the far right were the longest to solve, helping you to quickly identify outliers.

 

Select Current Period

'Current Month' and 'Current Year' selectors allow you to easily select what is the period (month and year) you want to analyze.

 

Select Performance Scope

'Performance Scope' selector allows you to easily switch from one type of Performance Analysis to another.

Just pick-up what you want to analyze:

There are five types of Performance Analysis available:

  • Current Month vs Previous Month (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Nov-2016)
  • Current Month vs Same Month, Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Oct-2017)
  • Current Month: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual Nov-2017 vs Target Nov-2017)
  • Year-to-Date: Current Year vs Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze YTD Nov-2017 vs YTD Nov-2016)
  • Year-to-Date: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual YTD Nov-2017 vs Target YTD Nov-2017)

Note: 'Current Month: Actual vs Target' and 'Year-to-Date: Actual vs Target' are only available in the list if at least one of your KPIs is defined as having a related Target.

 

Filter your data

This data visualization comes with four top filters:

In your ServiceNow dashboard, you will be able to filter on:

  • Case PriorityCase Priority (expected values: 'High', 'Medium', 'Low') [INCIDENT.PRIORITY | SC_REQUEST.PRIORITY]
  • Case Type'Incident', 'Request'
  • StateIncident or Request State (expected values: 'Open', 'Closed', 'On-hold') [INCIDENT.INCIDENT_SATE | SC_REQUEST.REQUEST_STATE]
  • Assignment GroupGroup of the Agent [INCIDENT.ASSGNMENT_GROUP | SC_REQUEST.ASSGNMENT_GROUP to SYS_USER_GROUP.GROUP]

 

How to read a KPI Card

This DataViz shows the performance of a given KPI.

It combines three components.

  • In the foreground, you can see the KPI name, its value and a symbol that indicates whether the KPI is above or under the reference (the reference is defined by the chosen value in the Performance Scope selector). This first component is colored depending on the evaluation.
  • In the background, an area chart shows the monthly evolution of the KPI across the last 24 months based on the selected period.
  • Below the chart, the variance in % vs the reference is displayed.

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