good morning good afternoon good evening uh welcome to performance analytics academy uh we're gonna get started right now so as are uh to let you know welcome coming uh this session is for you we're recording it we'll post it later um and an important note as we if you guys if you have questions as we're going through please put them in the q a window and zoom the chat a lot of things get lost so if you have a question uh you don't have to wait till the end please just click on the q and put it in so we can answer it as we go uh and at the end once we're done presentation answer the questions with the session today we'll feel free to ask anything you want dealing with templates and reporting and we will try to answer it for you so again please use the q a i wanted to introduce myself i'm adam savol your host today uh outbound product manager for platform and now intelligence and thomas davis is going to be presenting for us today uh outbound product manager as well for platform and performance analytics um and now i want to hand it over to thomas to talk to us and talk to us about index indicators okay can you hear me adam yep good we switch to unmute no one's already on you can see my screen as well that's good okay good all right uh here we go so uh thank you adam for the introduction and today just like adam said we're gonna uh talk about indexing some indicators uh so hopefully this is something that uh you have dabbled in a little bit or you had interest in doing uh and hopefully what we show you today will help you with that obviously it won't take into consideration every uh scenario and situation so if you find that what we give you today is just not enough or maybe your use case is a little bit more advanced then you know uh definitely hit us up in the community and let us know that would definitely take questions here in the q a but um if it's a little bit more advanced we may have to have a sidebar you know via the community or something like that so with that let's get started so so what is an index indicator so um the the easiest way to really encompass this is to say okay i want to be able to take multiple indicators and score them together right so if you have a a collected score and it's weighted and then you take uh two three four five however many indicators that you have in there and you basically weight those based on how many that you have in there so maybe if you had five maybe you would do it one fifth if you had three you would do it you know a third uh so on and so forth so basically that that in a grand scheme is really what it is it just gives you the ability to bring multiple indicators into one indexed indicator uh with and and weight that so you can take all three of those and get an overall look of what's going on with you know those two three four whatever uh indicators that you have uh you know an incident processor or things of like that so it just gives you that ability to bring all those in and then you know it's it's a percentage of a target achievement so whatever you have set that target at it's going to let you know where you are based on those uh indicators uh if you're you're there above it below it or whatnot so that's that's what it is so you know a little bit more information so again you know it scores a multiple indicators and they're aggregated into one score um and they're weighted it's the weighted average of several of those indicators uh the weighted sum of these indicators have proven and it's the calculated score of the index uh and the formula can go you know up and down or whatnot um and then you know the principle behind it is you want to take a calculated score value so uh in the example that we're going to do today it's weighted you know there's a target of 100. so we want to make sure that we're getting there um you know and this is a good way of doing that so you want to make sure that you you know have a target or a weighted value of where you want to achieve and put that in there and the only way that this is really going to work is you have to have targets that are attached to those particular indicators so it's hard to uh sort of get that weighted um you know value that you're looking for if you don't put a target uh on the indicators and and the indicators each of the indicators that are inside the index indicator itself can actually have different uh targets they do not all have to have the same target because again it's going to look at those individually and then see how they roll up with the other ones to that holistic uh you know 100 or whatnot that you're actually looking for so it's very important that you make sure that you have uh targets attached to the indicators that are within the index indicator itself uh so you can you know use methods from the pa formulas utility if you choose to you can use the get gap you can actually put that into the index the formula of the index indicator and we're actually going to do that today so you're going to see that um and here is an example of that you know so 100 plus and then 100 so uh this is gonna you know look at the the minimize and what we're doing today and it's gonna say you know if it's if it's 100 and all of the indicators are minimized and we're able to reach that then that's a good thing and if they're not the numbers because we're actually setting a direction on it it'll show red green uh or whatnot based on where we're trying to actually go with it so uh it will and it can utilize those utilities so if you're familiar with those uh or if there's other ones that you want to look at then you know the link is there for you to look and we actually talked about these a few months back when uh we were doing you know the uh academy on just formula indicators in in themselves so um it actually will use you know some of the same stuff there so again as i said earlier you know you want to make sure that you set a target uh in this case we're going to set a target of 100 um and then for you know for the the index indicator itself and then all of those that are in it are trying to reach that particular uh target and see where we are with that so again it can use the pa formula utilities if you're familiar with those as well so believe it or not right that is the the big picture of the way that these things are and or the way that they work and you'll probably get a whole lot more out of it with the demo so i want to get straight into the demo and uh because we got a relatively long one today uh and hopefully that will generate you know even more questions for you so uh what we're gonna do today so there's here are some servicenow docs that you can actually use um and and these were actually used to build up this academy and then some of the things that we're doing inside of the demo um and our use case and i'll just go ahead and sort of read this to performance a process services group etc are usually tracked to monitor using more than one indicator uh when viewing and analyzing performance of these processed business service or work groups the overall picture can be confused confusing ambiguous so what is the overall picture is the overall performance of the process service group still at or above the desired level did the overall performance improve so we're going to create an index indicator that's going to answer all of these questions so the indicators that we are using are already created in our um instance and most likely in yours as well if they're not and you actually want these then definitely hit me up on the community and i'll uh and i'll walk you through actually creating those as well but these are the three indicators that we're going to use today inside of our index indicator uh and then there are our directions and then you know there's our targets that we're going to set for each one of those and these are the roles that require so no different than a regular formula that's the the role that you're going to need and of course we're going to create some targets so there's the roles that you're going to need for that so with that in mind let's start creating so the first thing that we're going to do is we're going to actually go in and create the targets for each one of those particular indicators that we're going to use so the first one that we're going to look at is the average resolution time of resolved incidence and you will see me make typos i'm not a great typer but we're going to go and look for that in the analytics hub and then we're going to click into it and then we're just going to go right over to the top right where our target icon is and click on that and we're going to create our first one and for this one we're going to use a target of 17.5 and then for our data that's in our instance and your data may be completely different or most likely will be completely different you can set whatever target date going back and for us based on the data that we have here in this instance we're just going to go back to december the 4th um and once i add that now you can see the actual target is there and there's our line so simple you probably something that you've done before uh and that's what we're gonna do so we're gonna set those targets for the other two indicators because we are using three um so we're just gonna go through that same process um again real quick so in this case again we'll go right back to the analytics hub uh which i find the easiest way to do it and then we're going to look for percent of incidence resolved by first assignment group and when we go into that we'll set our target of uh 70 and again i'm not a great typer which kind of slows down the demo um but once we get into that we'll do it just like we did the one before we'll click into it there we'll go into targets and we'll go ahead and add 70 with the same date um as well 70 and we're going to use december 4th as well and again once you add it it will become visible and there it is so we'll do the same thing for the last one that we're going to use inside of the index indicator which is percent of new critical incidents and we'll go to that one and we'll add a target of five uh and again your targets obviously you know will be much different you you may have to decide what those targets on based on the data that's in your particular indicators uh but for hours we're just gonna go ahead and use five and again december the 4th we'll set it and then we'll add it and now all of our underlying indicators for our index indicator have now have targets for all of them which are vitally important okay so the next thing that we're going to do is now we're going to create an index formula indicator for each one of those underlying uh indicators that we just did so the very first one will just be index of average resolution time of resolved incidence which if you remember was the very first one that i actually put uh the target in and our direction will be minimized and we'll we'll give it a uh we're going to create a unit of index so you just create click new and we'll just type index there and then we'll submit that and then we'll do a precision of two uh because we are going to look at an average and twos are important and then i'm just going to go ahead and paste in my formula and that formula is down at the bottom here in the screen and you'll have that formula uh as well in the in the uh the pdf so you'll actually be able to grab that if you need and then i want to show it on the analytics hub and i'm going to do apply time series uh to it and then i click update and then i want to go back in and i want to do some time series exclusions so sums are not going to work uh with average so i just want to go ahead and move all of those over to the exclusion list so i won't actually see those i have to scroll through scroll through all of those finding what i need when i'm inside the analytics hub so just go through there and grab all of those move those over there's probably a faster way we just move those over and there we go and now we save that and that one is done i'll go ahead and hit update so now we're going to do the same exact thing for the other two and the easiest way to do this and what i'm going to utilize is the insert and stay option so i will just go right back to that first one that i created change my name so now this will be index of percent of incidents resolved by first assignment group and then i will change uh i think everything will stay the same except for the formula so i will go and change that formula and i'll paste in my other formula which again you can see right here and i'll insert and stay with relation so it keeps those time series uh exclusion list that we want and then i'll go through the whole process again and now i'll create one for index four percent of new critical incidents same thing i'll put in my formula and all that's changing in that formula is just the underlying name of the indicator really insert and stay with relation so i keep my time series exclusions and then um then we're good to go so now you can see that all three of those are there they're created and they're ready to go so um we have created you know really quick you know some targets three targets for each one of our underlying indicators and then we've created the three indexed indicators for each one of those individual uh indicators so now let's um and one thing that i did and i thought it would be it would read a whole lot better so i'm just going to go back in here and change and i'm putting index four um and this is something that you can do and and if you're not familiar with you can go directly to the indicator list and just double click on it i'm just going to change take the word of out and put the word for in i just as i did it and i looked at it i think the name of it would be make a whole lot more sense if it's index four so those are renamed now so we're good to go there um so now what we want to do is we want to make that one index indicator that is going to take all three of those indexed indicators that we did just previous and we're going to combine all of those into the formula inside of the indicator itself so here we're going to set maximize and then we're going to paste in and if you can see there the there are all of the indexed uh indicators that i just created with those underlying indicators and i'm going to click save and again i want to go and i want to remove all of those sums because they're just not going to make sense and data can look obscured when you use that the sums when you're not really looking for that um so i'll remove all of those out so i don't have to worry about those when they're inside of the analytics hub and then also on our dashboard as well um once i get all those done here a couple more there we go two more good so we'll move those over and again that formula is right there and it'll be in the saved pdf as well um and now we've created that indexed indicator which encompasses all of those underlying um index indicators i noticed that a couple times of the original uh formula indicators that we actually used for that so the next thing that i want to do is i want to create a target or a couple targets for my index indicator the incident management process i want to actually create those for there so i'm going to go in there i'm going to grab that go directly to targets from indicators and i'll grab that and then i want to use the three light color so i'll select that and i'll go up to the top right click and save and then down here under the target value i'm gonna add a target of a hundred so this is where we use the hundred where it's going to take all three of those and see if they all three together meet that target value again i'll go back to um december 4th there's the hundred and another one that i want to add in is i also want to add in and i'll go right back into it i want to add in a time series i want to do an insert and stay for time series a seven day running average so here i'm just going to do an insert and stay so it keeps everything so both of those are now attached to that index indicator and um i'll go in here and actually i think it restarted so yeah i just wanted to use the same exact thing as before i just now wanted to do the seven day running um average as another target that's attached to it so um one thing that i wanted to do and as i was doing this i felt like the name uh probably could be a little bit better as well so i'm actually going to go to the index management process um index indicator and i'll go in that and i'll show that in the analytics hub but i want to change and you can see we have some data there but i want to change the name to that so i can go directly here and edit the indicator and i'm just going to call it incident management index which now makes a whole lot more sense and one thing that i did fail to do and before i go forward i should definitely mention it because i'm a big advocate for it i didn't use descriptions on anything that i did today which is really uncommon for me i think descriptions are very important uh so i would definitely recommend to you that you put descriptions in for all of these different things that you have done that way you can help the next person when they come in if they don't have to recreate they can reuse it's much better it's just a big thing that i think is is really underused and i failed in this demo by not adding those but definitely do those in your own instance as well okay so now let's validate it so what we have and i created a dashboard here so this dashboard that you're looking at and we're going to look at it live here in a second but what this dashboard here is showing is it's showing our holistic number right this is the index indicator that encompasses all three of them here and here are the underlying indicators for each one of their indexed indicators that make up this holistic this very top level uh inde incident management uh index indicator that we're a widget that we're looking at here and what this is doing is this is just the time series it's kind of just showing you what the way that this number is moving you know over a time period and then these are all of these which are individually comparing to one another may not make sense when they compare to one another because you can see some big variety in the data here but when they sort of come together um they will you know make sense and give you that big picture so with that let's just go to let me go to my instance here real quick here we go log back in so here you can see that same exact uh dashboard that we were looking at in the image so now let's actually go in here and do some things so we can see the numbers uh themselves change so you can see that we have targets set at each one of these uh the very bottom level indicator so if we were in all of these green this is saying okay this is good this is the direction that we want it to go this one is not and this one itself is not so this one was a target of five this one is above this one was a target of um 70 and it's below and this one was a target of 17.5 which actually should be um i get yeah it's under it so it is it is fine there so if we actually go in and change these and the way that this before i get there the way that this works real quick is that if you were to take all of these numbers that are here and you take 136.19 and you basically you know do the math at 33 of this whole number all of these together if you did that would come up with this particular number and you're more than welcome to do that math uh it definitely works but it's giving that whole level and we want again we wanted to reach a target of 100 and we're actually reaching that now so let's just go into one and let's just add another target right so i want to add another target to see if i can't perhaps change these numbers so what i want to do is um i'm going to add oh that must have gotten changed that actually should be changed should be 17.5 let me just go ahead and save that there we go but let's go ahead and add another one and what we'll do is i want to make this this time let's say we'll go we'll do it 10 again and then we'll go back again we'll just go back a little bit let's go back to the beginning of february 1st and when we save that you can see that we had we changed our target at a particular date so now when we go back to the dashboard we'll see a change overall well we were supposed to see a change overall yeah it looks like it's got it oh that's right good point good point let me let me just redo that then i'll go back i don't know how i get changed to 10 but i'm gonna go back and change that i'll leave that there and then we'll make our we'll make this target maybe we'll make it five there we go okay so now we have the change there so now when we go back to our dashboard we'll see a change okay so now we're obviously not meeting that hundred target that we're looking at because this one has now fell or this one is now above the five days before it was underneath it so it was good but this one has went above it so now that's going to bring down our total target of all three of those together to let us know that we're not meeting you know 100 or 100 our target we're not attaining it we're not achieving it but if we go into something like this this one here that we have a target set of 70 and let's do the same thing so let's change this one and let's make this one 50 and we'll go back to february 1st again when we save it it's going to go a little bit lower here now so now when we go back to the dashboard we should be well i didn't give it enough but you can see that it was ticking back up so maybe if i'd have made it 40 perhaps it would have brought this you know holistically all the way back up to 100. so you know the the big thing with this is it's it gives you the ability to take could be three completely different indicators that are looking at three completely different things now obviously these are all looking at instance incidents but something completely different in the incidents but you could take all three of these and you could say okay there's an overall target that we know what we want um and we want to make sure that all of those together were able to achieve that and i believe i saw a question in the community and i think it was it was a few years ago where someone was actually doing um five different uh indicators and let me turn the pause notifications sorry about that um they were doing five different indicators so there's if you remember in the the the the total index indicator that i created i was doing one third theirs was set at one fifth so as long as you know whatever that math is for each one of those indicators you can add those in there and you can get that overall number uh and see whether or not you're actually able to achieve it so you know it's a very powerful um quite often people want to see how an indicator compares to another indicator or how an indicator uh when they're added together what type of number that they're actually able to or are achieving with that index indicators is the way that you can do that and um before i actually go back to the slide deck adam i just want to kick it over to you because i don't know if there's something else that you want to add to this that maybe i've forgotten inside of this the demo here in the analytics or on this dashboard there's something i'd like to show can you open up the formula for incident management index go to that indicator and open the form we had a couple questions about this and i think we can address them here um so we did a very simple use case of even weights so the real secret to this is we're doing a third times each one well if i wanted to weight it to be can you change the one-third for all those big that point three for the first one uh point three for the second one point four for the third one that now they're not equal i could do uh you still want them to add up to one generally but we could also do 0.25.25.5 um actually why don't we go ahead and do that change the 0.25 0.25 and that gives us an equal bounce right but what we want to see also in this uh we're we're letting the good overcome overcome the bad or the fourth bad overcome the good so if if we exceeded one by two hundred percent that would compensate a lot for others and we saw that and i think in the first case we had two bad uh components one really good one and so we ended up being good well we certainly can captains so this is just javascript we can do what we can do whatever we want to do if we want to put a max in there uh we could do that so if i wanted to say that on the index indicator that you can't be more than one we absolutely can do that right we're not going to let anybody get more than 100 on the test there's no extra credit perfectly valid this this is the formula where it lets you handle that um and as we go through again because we do javascript we can do whatever we want to do here the other formulas where we were using get gap and get global target well there's also get breakdown get element you can put more logic in here to say this group doesn't doesn't have this one right maybe there's three metrics that are that are combining for group a but a different set of mine don't have four that's fine you can actually choose which formula you want to use you can handle nulls what happens if a great example in this case what happens if there's no critical incidents right but there's just no so how do i handle how do i handle zero or whatever the gap is perhaps we want to put something in that that handles that it adjusts accordingly all of that is possible by tuning this uh this section so you want to go ahead and click update and look at the dashboard and see how that changed what we did by weighting the vectors differently oh actually didn't look like it uh it didn't change much um but i i think i think it did change i mean with that again you can tune those one of the things that i thought it was really important about this too we've done indexing indicators where pa is always the other part that i really like about this using the get gap get global targets as we see in this demo is that as the targets change our scores change as well and also we're we're doing global this is important this absolutely works if we go down to groups if we do if we use breakouts right and a very important part about getting using get global target is that it adjusts so whether the date change the target changes over date or different groups have different targets so maybe my incident resolution on first call group for my for my uh one set of groups it's 50 is my target another group of 70 that's fine the overall index handles that and we're not managing you to what was the percentage resolved but how close are you to your target right so very very intelligent more the more you use your targets the better this gets um you absolutely need to set the direction you need to set the target but it scales it's one of the most important things we can get is that we stop we get away from comparing absolute numbers and we set individual targets for the individual groups we set the overall target support want to see it as well and then we have a 100 based index that i can now compare how well are you doing your job meeting your expectations and the example i use is this is my bonus right these are my kpis and if my average resolution time goes up my bonus should go down but if my percentage of new cradle business goes down my bonus should go up right again it handles all of that the formulas really help here we used to have to worry about do i minimize maximize ads they get gap the gap is always understands positive but negative based on minimized maximize and again we're breakdown aware uh time aware really really powerful when you start laying these things in there and now i can compare groups of different sizes with different expectations but i can still connect everybody to a scoreboard uh there was a follow-up question in here yeah i think though i think what you just said about the the the groups having the different targets i think you were able to answer jamie's um question because i think that that closely aligns directly with what um they were asking yes and i think with that not only go different targets but different indicators in some cases right the more spread out you are the worse it gets we want to have the same indicators so that we're measuring the same thing uh often what we see when we first start rolling this out is every group they define critical incidents differently right it might be i have p zeros you only have p ones right so my critical are p zeros and p one zeros uh they put weird exceptions in so we wanna get to standard indicators first and then the targets certainly can be adjusted there's different expectations in different places when you put them in if we were going to do groups we would do a breakdown by group and we would set different targets for every group that it's a bit cumbersome to be clear it's a big conversation if i have 200 assignment groups and i want to have different and i want to group 100 and with this target 100 with that target i actually have to set 200 different targets to go through but they can be set by date they can you can put them in and then we can have those different expectations but again the index score is how are you doing to the expectations and they do not have to be this is a great example we're adding percentages and days we could have csat score it doesn't matter it's just how am i doing in comparison to the target for this what percentage often so hopefully that answered that one and then uh the other follow-up that came in if your index indicator is going to measure against progressively targeted targets can we set those targets in the future yes yes so absolutely i can set my targets you know this is what i want for the quarters if you're interested in setting targets which i hope we all are you're gonna be interested in what's back there are some enhancements coming how do i set targets though there are enhancements coming for targets tomorrow so hopefully you'll take advantage of those all the formulas will still work if you're using them and again you can set them in the future you might have to go to the target page because they will show up in the analytics hub but you can set them and all targets uh the default today is that once you set a target that is the target uh until you change it so but you can go in and set them i want to get better every quarter and also don't i like this example because we're already doing uh index indicators formulas and formulas you absolutely can right so average resolutions have percentage rather than just hard-coded numbers we can do hard-coded numbers but we can do those percentages we can derive those values i i could do my target could be i want to reduce my backlog by 10 we could certainly build an indicator that a formula indicator that calculates that and put my index on top of that so it's pretty limitless on how you want to build these indexes but then i can compare everybody across the entire organization on how they're attracting to their goals i think you might only want a minute but they're my thoughts no i that's why i wanted to call on you because i knew that you were definitely going to go probably uh deeper so thank you for that so um one other thing to note that you you don't have to create the individual indexed indicators that we did that were then encapsulated in that that the index management uh index indicator you don't have to do that right you don't have to do those individually you can you can put them all into one like you can see in the example here the only caveat to that is that it doesn't give you the ability to see these numbers individually that make up that total number so if you put all of these or you if you create all of these inside of one particular formula even though they're calling all of these then you wouldn't be able to see these individual numbers that make up that uh which may not be a big deal so just know for you know if if you don't want to create all three of those or however many number that you have you can get around that by creating a formula um like this where they're all added into the same exact one but again it does sort of limit you a little bit on what you're actually able to put into widgets so just be um aware of that so um so here are some useful links uh that you can use so uh and these were all referenced inside of the um the uh the lab it's or the session itself um there's some service now documentation there and there um a lot of this came from a knowledge lab from a few years ago uh so you can definitely get to that as well and then the one uh that i referenced where there was a a company a few years ago that did five of them here is the actual article and they were having some issues with um the breakdowns which adam talked about how you can definitely use it in breakdowns but inside of this particular question it was actually answered how to resolve that so that's a good one that you can uh go to as well if you start running into some things with your breakdowns that you may find um some help is the way that is there so some great some great stuff that is um out there that will help you walk through this and obviously now you have this academy session that you can reference back to as well um and with that questions i think we've already started answering some questions but we can go and see what we got here so one comment came in and it's good to know about target color schemes um so this isn't a question but i'll read it it's helpful uh the target color schemes the target colors all due to oral derived from gap the gap to target not the actual value in reporting we can set the actual value but performance analytics is geared toward targets so you're not setting your target thresholds based on absolute numbers but based off of the gap to target which means to see the colors you do need to set the targets which we highly encourage people to set your targets nurture your targets you're not getting the full value performance analytics until you are managing those targets again check out the release notes uh we'll talk about it later for targets because there are enhancements to help you better manage them based on feedback so i think the other question that came in is a different subject um i mean if we're we're good to go to those but if there's any more questions on indexes yeah so please please go ahead and drop in any questions you have we'll answer we can't everything we can so the question uh that we got in is we have a breakdown widget visualized as a pivot score card with pivot elements of the app owners and the app owners are showing how to break down the y-axis no particular order how do you sort the names alphabetically i believe in the pivot scorecard we cannot set the sort list you can unless we can change everything but the pivot score card is where we're showing multiple indicators multiple indicators against one access against the breakdown on the other that's the scorecard that we're talking about and in that case it's uh i thought it was actually shown based off of the based it's on the breakdown widget um no but i can look real quick um all the settings for the indicators and they do vary slightly they're either there's going to be a sword field but there's not a sword field there aren't any tricks and there are cases where you can't sort um and the ones that you can't sort of are set that way i believe there is an idea in the ikea portal for this so we can't do it i know the pivot support card has a few enhancements that that people have requested so feel free to look through the idea portal and upload any ideas or add if you think that we're missing them on how we can improve these for you but i think if you didn't see so uh as it's going into i will make a couple plugs as we go through so again please feel free to add any questions otherwise we'll wrap up a little bit early so the next few sessions we have set up for us um are dealing with looking at what's in quebec so quebec is going to be released tomorrow the documentation is already released go ahead and look at the release notes if you like and we'll be talking about some of those new features those new features um the new analytic and reporting solutions that are available for you and out-of-the-box content features and reporting new features and performance analytics lots of great stuff some of it is going to be available in workspaces but a lot of stuff a lot of really really good stuff that many of you have been asking for are is coming to reporting another question came in so we'll answer this one is there a way to report on multi-line text variables on request items i believe there is not an out-of-the-box clickable way of doing it we've talked about similar things in the past it's very similar to survey questions i believe if we actually are going to report on multi-line text variables multi-line variables that we need to use a view to blow them out i think that's how we address it but i'm not positive um that is a good one to put into the community because we can see what people how people have figured out how to do it um i'm actually not positive the multi-line is stored in another table or it's json but it's certainly not simple to report on them to get them out and i i'm fairly certain that i was on the roadmap on how do we address that but i believe even if we're not able to do that if anybody else on the call wants all right and another question uh we went over metric starting were you able to find the pivot score no no i was not i don't think that you can um you can do that so it's definitely something that we we should be put in the idea portal unless it's something that's coming out in quebec i'm sure it's not so for the for the sorting if you're not able to sort or there's any other functions that you're looking for there's sort formatting functions in the widgets the idf portal is the best place to put it and we'll take a look at that on how we can address those requests so the question uh came in and i think this one's gonna be good thomas if you're ready for it uh we went over metric indicators recently um how do you recommend reporting on the details of cases being transferred from into departments for example if you wanted to see if you want an indicator that shows daily transfers from department a to department x okay so um i think that you know metrics is definitely the direction you know that you want to go with this um and it doesn't it doesn't really matter if it's looking at the request or looking at incidents or whatnot i mean as long as you're able to actually capture when um the actual department changes so you would create a metric on the department uh within that particular table to say okay you want to capture it every time that that particular one changes and then obviously there's going to be a date that's going to be attached to when that department does change for that particular request and then you know the the simplest way to do it whether it be in report or pa is just you know point to the metric uh table and you can do that inside of reporting and then you know group it by day and then you know depending on how much time frame that you're actually looking for so if you're trying to do it for this month by day then you could you know just simply create a um you could do a list report you could create a a bar graph or or anything that would actually show you all of the ones that transferred for a particular day um i don't think it's that difficult the biggest thing is just creating the metric on the department so it'll capture when that is actually changing and it and if it happens every day or every other day it doesn't really matter uh it's going to capture every time that it changes um anyway if i'm understanding the the question correctly yeah i think that the one thing i'd add is the reporting is is actually the easy side it's the metric definition that can be challenging um i know i've seen this done before um and it depends on what your requirement is or are we looking specifically from a to x and i want to see a to y differently or it's just being transferred out or it's just transfer um ostensibly we're going to look at a in the metric we're going to need a scripted metric to catch those to catch those dates specifically so we're going to need a scripted metric to do it depending on how we want to report out of it i've seen people just cram the data into the metric value to report on it in other cases we actually might need a separate table to store it because we need the a and we need the to and from field that data is in the audit but we never want to report on audit because of size so if we really need to see what's going need to take a look at on um this is a common enough use case it's certainly something we're looking at and putting in our wordpress in our backlog in our roadmap on how do we address this more simply um but you can't do it scripted metric and today the reporter that thomas talked about is how we're going to achieve that uh so we have a another question um touching uh tickets touched uh and i i'm not gonna die so the question is we often get asked that we all get asked this about uh how many people have touched a ticket for example if thomas and adam and assignment group would be both uh they both put updates on a ticket and paul is not in the assignment group and also puts a workout on the ticket it's impossible to report the three agent updates on the ticket um the way i and it all depends on what do you mean by touch right is it if i update the priority field i touched it by the comment that i touch it if i reassign it and i touch it and that's different people do have different understanding so you certainly have to solidify what is it that touching it needs um and then i believe you're going to deal you're going to work on a either a scripted metric or a business rule and particularly if you want to know yeah agent touched versus non-agent versus versus customer touch right we really have three buckets we have the submitter touched it um the person assigned to it touched it or somebody in that group touched it or somebody else internally those are generally where i'd see the three um and you would just need to have a business rule that then log that logs that or again a metric should work if you look at created by that when an update a qualifying update happens we certainly could add those fields onto the record and increment them just like we do with reassignment count it could be a metric that comes through lots of ways of doing it but they do need a lot of thought the biggest challenge i've seen this is not technical side but simply defining what is touched because if you don't do that you just do any update often it gets a little noisy and if you do use a metric it can be pretty powerful as well because we can start to see how many people but yeah lots of ways of doing it you really need to focus in on what has touched me and what are the groups and then you'll implement it with a whether it's a scripted metric or a a new table or a field number lots of ways to solve it and then another another question came in about real time you can't comment that you can't use real time score widgets on scripted indicators but we're seeing an issue with uh indicative sorts of related list condition that should work i am not scripted indicators are are blocked for a reason but relatedless conditions shouldn't be so if you are trying to use a related real time real-time widget real-time score a real-time indicator and it's not giving you the right result it's not working with that related list condition but i i believe we're talking about relateless vision uh please put a case in and we'll take a look at that because if she either i could be missing it she either be documented that's not supported um just like we do with these scripted indicators or it should work and i i am in the camp that it should work so we definitely would want to take a look at that so please put a case in adam on that question i was actually looking inside the widget to see if there was something i know exactly what they're they're talking about um i know that when you create a a breakdown or something if there's nothing you can put an unknown but i think what they're talking about is when you have a score widget single score widget and there's no data on that particular day how it says no data available is there any way to change that to something else uh right and i i am not aware of how you do that so yeah so the question is i have a daily indicator uh i have a daily indicator and i don't have data for uh for yesterday and so today is wednesday i expect to see data from tuesday but there is no data for some reason what happens in performance analytics widgets is that we show the data from monday the last score available and i do i'm not aware of a setting that would just say always show what's in there um there's some technical challenges but that certainly seems valid if you don't mind i i don't see who's this if you don't mind please put that in the idea portal i haven't heard that before but i i do understand what you're going for that we don't want to see scores and think everything's good if that data was from two weeks ago for some reason the job something was going wrong and i don't have data available i don't think it's super simple logically because we always have to know when do we expect that to be there um but uh it's a really nice request uh another question uh came in about seemed to be health index and relationship health index i'm not sure what this is related to if it's the cia it's the cmdb health and if you can comment if it's the health score i'm not i might i don't call with the problems with that if there is an issue it's not calculated correctly then um recommend putting a case in with support to get a definitive answer on what's going on but i'm i'm unclear as to what the issue is with the cfpb health the health score which not i'm playing with the health score but i'm not sure what the issue is or if there's different health indexes all right looks like we got through the backlog questions so thumbs was there anything else you wanted to wrap up with or uh no i mean i think that that that was it uh some really great questions and like you said some really good stuff that can be put into the um the ideal portal and uh the next uh academy in a couple weeks which have already created the event and it is out there we will be talking about um you know quebec and things that um have come with that so please join in in a couple weeks so you can get some really good information off that as well so uh with that i'm going to go ahead and wrap up thank you thomas uh for for this intro and indexing indicators i find to be one of the most powerful things that we can do to really layer layer in how do we get value very configurable very powerful once you've got everything all the basics working i think this is an area and to wrap up if you have questions between we'll be back here in two weeks if you have questions between now and then please use the community we're all familiar with that but lots of great stuff in there to help you this session will be posted in our previous office hours archive if you're looking for a question you have a topic take a look at it uh we've we've gone back and approved uh the descriptions uh for things that are in there so what i do if i have a question is i just go back to this page i have a bookmark that i go there a lot do control f and search for the words i'm looking for so even if it's not in the title um you'll now see a lot of that in there if people are asking questions it's just such a great resource to go back i think we're approaching two years worth of content in there tons and tons of great material those all have the recordings they have the presentations they have a lot of links for so certainly you want to leverage this content lots of training and now learning a lot of it is going to be refreshed for quebec i believe in a few weeks so take a look at that for those of us with our uh sysadmin certification and our performance analytic certification uh those deltas are going to come out not too distant future so lots of great content in there that fits there again you're going to see lots of updates very shortly but it will be a few weeks it will not be tomorrow it will come out after that we'll certainly note that once it shows up knowledge 21 is coming in so make sure you sign up to get updates about what's going on for that lots of exciting stuff lots of great labs and a lot of live sessions a chance for you to uh to talk to lots of experts besides thomas and myself those of us around here lots of great stuff coming in knowledge21 and i believe that's sorry next next time we're going to talk about the new netflix reporting solutions for quebec and again always we're always happy to hear from you there's a post in there for you to post what you'd like us to talk about we will talk about i've got a lot of great feedback last time and we are incorporating that into the schedule for our post knowledge sessions so until we see you again make sure you use the community uh catch up on those previous topics submit your ideas a couple of those talk about the idea portal on how we can make a service now work better for you and then take a lot of that training that's out there okay look forward to seeing you in two weeks thanks again thomas and we'll see you later