[Music] thank you oh good morning good afternoon good evening wherever you happen to be it has been a few weeks since we have met um obviously the month of May was knowledge week so hopefully we saw some of you uh there hopefully we had conversations with some of you there hopefully you were able to check out some Labs uh that were at knowledge or come to uh where we were actually uh positioned at and have some conversations so if we did that was really awesome that we were able to meet some of you um in person uh just know that the labs will be available uh here soon so whenever that is we'll we'll definitely make sure that we get that information to you um as always this content is for you and we try our best to bring fresh ideas and better understanding to things that are already out there and practical guidance and using it it is going to be recorded so uh it'll be out on YouTube later on this evening or early tomorrow morning and also out on the Community page as well and please do ask questions in the Q a section uh if you could put those questions in the Q a rather than the chat that'll really help us out we have some additional panelists that are here that are going to actually monitor that and if they can answer a question via typing it they'll go ahead and do that if it is the question that is relevant to where we are in the content that's being covered uh we may go ahead and stop that and get that question answered since it's uh relevant to what we're actually talking about at that moment if there are questions that are unrelated to the content that we're we have we'll get to those uh when we have answered all of the questions related to the content and if we're not able to get to any of the uh the questions uh that are there you can definitely tag any one of us um in the community and ask the question there so look forward to questions so Safe Harbor uh this is important today because there will actually be some uh forward Vancouver road map type things that will be discussed as it relates to kpi signals so please keep the Safe Harbor notice in mind um as you listen to that um bit of information later on in the presentation so again there will be some Vancouver road map type things uh related to kpi signals so Safe Harbor for all of that information my name is Thomas Davis again welcome I am the host today we have Amit Kumar who's actually going to be doing the presentation and then I have Dan and Adam Stout co-workers of mine that'll be one to answer questions as well and like I said they'll be Fielding those questions in the Q a uh along with myself if we can answer those and uh any of the other ones we will do those out loud um and again today we're going to talk about uh kpi signals and that's actually the wrong uh image we actually want to talk about um you know things that you can focus on to make things better so with that I'm actually going to go ahead and pass this over to Amit if you're ready to share your screen and we're ready to go thank you Thomas uh give me one second while I share I hope uh it's visible now yep we can see that and that's actually the title focus on what matters I thought I replaced that image so apologize about that no worries no worries the uh hello welcome everyone thank you for joining in uh we'll be covering kPa signals like Thomas mentioned uh and uh some of you probably would have heard of it and some of you we see using this feature today I'm going to cover a little bit of the the details about what exactly this feature is and uh what we are what are our plans uh on how to move ahead on across the next couple of releases based on your feedback we'll cover all of that a little bit of the configuration and I'll try to do a live demo as well uh q a is mentioned towards the end of it but do not have to hold off your questions feel free to stop me or just ask the questions or put them away in the chat or whatever works for you okay now uh kpi signals a little bit of brief intro or if you have not already been using it at least you are familiar with the performance analytics uh indicators that is what we use to track the performance of all of our workflows in the system and this indicated their scores actually are not identical from day to day they uh vary each day and that is expected they are expected to be within a specific range some of the variation may come from a very typical kind of situations like the user may have prayed the incident differently the there was a different agent on the call the other day it could be n number of those natural causes but it's still expected to be in a certain range but every now and then your processes or Trends start behaving in a way which indicates something deep something very basic changing in your entire workflow uh probably Trend which shoots up too fast or or it increases too much so those kind of things uh is what you need to bother about you should not be uh focusing your attention on every little changes which are expected to be normal and kpi signals detects these patterns in the back end it just uses the statistical processes which have been uh very well thoroughly tested over decades so it's nothing new nothing fancy nothing black boxed about it we are using Sigma uh deviation the XMR chart patterns that's what we are using in the back end uh you will understand more as I go further into the uh deck but it essentially identifies specific score patterns which are not expected to be natural which are very rare uh and and uh so that you can avoid wasting time and resources on the little things and focus on what matters that is why we are fond of calling signals as an active noise canceling for the kpis course now there are three types of score patterns which uh we have focused our attention on KPS signal helps you identify one is the outlier of course this is the single score which is Way Beyond the process limit technically it's more than three sigma away from the mean value uh that's how we identify it as a rare occurrence and we suggest that the user take a look at it see what's causing that anomaly the other part is a short run this happens whenever 3 out of four consecutive scores are actually closer to the edge edges of the process band rather than the the mean what it means exactly in mathematical terms is uh whenever three out of four consecutive scores are more than two Sigma away from the Baseline that's when we call it a short run and this is even rarer than an outlier outliers may happen once in a while but but having three schools consecutive scores uh nf4 of series before that's rare and then there is a kind of unicorn signal in the long run you have seven consecutive scores all on one single side of the mail again extremely rare and indicates something profoundly different happening in your process and definitely something you should take a look at so and apart from these three there is one more this is what we call the state of anti-signal whenever you do not have whenever you have had a prolonged period during which neither of those three signals which I talked about were detected that means essentially that there's no abnormal variation in your processes the workflow is under control and whatever little variation you see in your time charts those are within the expected uh band it's it's very natural so that means uh probably this is a good time to take it up a notch and maybe set yourself a higher Target or or a different threshold if you want to improve your take your process from point A to point B that's why we also Define this as a Fourth Kind of signal which we call anti-signal and when I say prolonged period uh the calculation for it is will make more sense as I go further along but essentially it is number of periods multiplied by the anti-signal factor and this is all configurable but by default it is two so what happens is if you are trying to Define your Baseline by studying the pattern over the last one week that's your period Then and the anti-signal factor is two then essentially you are looking for uh absence of signals for two weeks period if you haven't uh if you had a stable period of two weeks then you get an anticipal now what do you do after you have identified any signal you can take two actions you can either reset the Baseline after starting the pause maybe you found some legitimate concerns that okay there might be some some teams restructuring going on or some agents were shot on on Deck so you probably had a longer average call handling time so those kind of situations you uh understood and you found out that there was indeed a process shift the workflow shift so you actually reset your Baseline so that going forward the signals will actually take that profit shift into account and and identify the newer Trends as as uh not a signal or or something else or you can go ahead and say that hey this was something you uh did not expect this was just a one-off this is nothing profound about it you in that case you can just dismiss the signal and of course we give you uh a way to undo whatever action you had taken uh either you had test Master signal or reset the Baseline you can revert it back even when you are going through the kpi details or uh whenever you are scrolling through the actions taken on one of those signals all of those actions that are captured and available uh to business users as well the process owners or responsible users as we call them and they can revert this at any point of time and like I mentioned these actions are taken by users who are responsible for the metrics responsible for the process and they they can act on their signals speaking of responsibility uh user can any user can be made responsible by one of these three roles either one of the advance the admin the PE admin or we have a specific admin role for signals that is called PA kpi signal admin they can act on a signal whoever is made responsible can be made responsible uh per uuid so if you are made responsible for let's say uh average average age of unopened incident for example so you can be made uh responsible only for average age of unresolved incidents of database type or of networks type somebody and and the signals for that particular database types incidents only those this person can act on however the admins can act on any signal of course for any uuid and for any one particular person or any one particular uuid we understand that uh there might be situations where one person is on leave or or it needs to be validated by some collaborators for to address this kind of situations to any particular uuid can have up to seven responsible users the admins can decide who who gets to be the user or once you have a person responsible the they themselves can assign other responsibilities for that particular uuid to act kind of a collaborator or a fallback option and all of those responsible users are expected to be smes of the workflow that that particular indicator represents that's why we gave them uh this option to reset the baseline or whatever now all of these actions uh are taken using flow designer in the back end and there's a track using a specific task record which is extended from the standard task record in the system that is what we call kpi signal Stars this is specifically derived for this particular feature and how do you know if there is a new signal well there are a couple of ways once you are exploring a signal you can see there's colored dots coming up in your window against the kpi or the uuid you are exploring right within kpi details uh there there are different colors which indicate different types of signals if you have an orange one that's a new signal if you have a green one that means the processors are stable you haven't had any fluctuations major fluctuations over the last few periods that's an anti-signal for you and if there are no signals available it will be just blank but this is Visual and you have to be exploring that Trend actively to be able to see this apart from this we also have another way to identify a signal which is an email notification so the email notification is sent out to the responsible users whenever a new signal is created and and this new signal email content is configured through uh the the panel itself and in the back end there is an event that is fired which actually triggers a flow which triggers the email code and uh in case we all happen to miss the emails and sometimes we we probably would not have been exploring that particular trend on kpi details whatever happens uh and if no action is taken on a particularly on a new signal then that particular signal remains active and there are reminders sent to the responsible users you will get uh two reminders by default at three day interval so so you can actually see and take an action on that and all of this are configured using the signals reminder notification flow which is a separate flow and the flow designer all of those are shipped out of the box as part of the signals plugin there are two jobs uh this is what I was talking about in the back end which uh actually run every day for the the kpis or the uuids for which signals have been activated for automated indicators we have a job a script action essentially which runs every time a new uh a new school collection happens this actually calculates the XMR signals and uh creates a signal if there is one push it in the table and that's how and the event uh is created and the email is triggered for formula indicators we have uh we do not calculate because as such so we what we do is we create we have a job which is fired twice every day uh this is the job name and that's how we keep track of the formula indicator signals uh we will have a look at a live instance on how to configure this but this is how it looks uh essentially it is available only from KPA details and if you are familiar with the kpi details here is where you see the signals menu or this is your standard breakdown the targets and thresholds uh when you open the signals panel you have this Cog wheel if you click on this you will get a option to configure the signals on breakdowns you can change the signal detection parameters how many periods do you want to track to set the Baseline so what are or which users uh should be responsible for that particular uuid or for that particular signal how frequently the notification should be sent all of this you can configure right from this ux I'll pause here for a couple of seconds if there are any questions in the chat or if if you want to come off mute and ask no I think we're good at this point a couple came in they were answered and the ones that are in there now are unrelated so we'll get to those once you're done you can go with the demo I think it might be actually I'm thinking it might be good just to the one question about like the difference between thresholds and signals and I think it might be good just for the group as well okay yeah we can talk to that I did post in the docs that talked about each one of them individually but if a man wants to talk to that or you Dan definitely go for it yeah I mean the way I would say it in a minute please then please uh add any detail that I is that really the the thresholds are I'm much more of a manual decision about you know I'm I'm choosing a specific number that I want that I want to set as a threshold or a specific formula like a certain percentage of a number or that that's uh and so I'm setting that manually whereas signals are you know it's not a it's not a random or it's just not a a number you just pick out it's signals of something that is actually based upon statistical analysis best practices and looking for you know and looking for anomalies that wouldn't otherwise that may not otherwise be seen or noticed yes that's absolutely correct Dan and uh one thing I would like to add to it is uh usually uh we we have seen thresholds being used in situations where the user has prior knowledge of what is the level at which they expect the the trend to be within and for it it's kind of similar to having an SLA uh node beforehand and trying to ensure that you remain within those SLA lines uh but uh signals is something similar to thresholds but calculated dynamically statistically like Dan mentioned and this is more for uh a deeper analysis of Trends and pet Improvement of processes in general rather than being within a specific SLA per se okay so for demo we are going to run through the full flow or from activation of the signals how do we take an action on them how do we configure them and if required will also take a peek at the tables which are supporting this feature so let me jump to the instance hopefully I'm not logged out all right so uh this is kpi details uh this is the analog of analytics Hub in the new experience it has pretty much the same uh features that that you are familiar with from analytics Hub if you have been using kpi details great but it has some uh extra bells and whistles as well one of them being kpi signals this is where it lives uh if you click on it you will see that uh right now nobody is responsible for monitoring this process through signals percentage of new critical incidents so I'll just go ahead and make myself responsible that make me responsible is available only to admins uh if if or or if you are not a user you'll have to ask or request a admin to to make yourself responsible but once you that make yourself responsible the system actually asks you present you will come default on when do you want the signal detection to start from this date 16th of March 2023 is where it's starting the calculation so it's taking the data of from this point taking the next 14th course and trying to create a model of how the process will behave and based on this model it will go ahead and check the furthest course to see if it is those scores are following beyond the predicted uh band of the the model it has created or within that band and that's how it creates signals so it's essential that basically whatever you define here will impact what kind of signals are generated so I'll just keep it as default for now but you can change it so if I do this right off the bat it shows you a signal which is an outlier the first kind of signal which we were talking about this is beyond the maximum expected value uh once once this is generated you probably will have a record of this and one of our tables I think it's called XMR signal tasks I have the table open here let me see this is where you track all of the process incidents so if I refresh this list you should see anyone coming up yeah percentage of new critical incidents I just made myself responsible for it so now there are three kpis or three three uu IDs for which signals are active and uh the detected signals are over here the PA XMR signals list if I refresh this you will see probably see another one yeah a couple of them percentage of new incidents this is an outlier signal type and uh this is this probably would have triggered an event and an email task would have generated so uh now I can take an action on this either I can say that okay this is fine uh this is nothing to worry about so I'll just go ahead and dismiss the signal the system actually for auditing purposes uh it asks you for the reason for dismissal or reason for resetting this is spatially helpful if uh you yourself or somebody else in your place is going through uh the the previous decisions and if signals is not working out for you or generating far too many uh frequent notifications you probably would want to review what has been the actions taken previously on the earlier notifications so this is where it comes in very handy whatever reason you provide but now we are in demo so I'm just gonna say one off okay so uh at this point since we started on 16th of March uh the system is going ahead from 16th of March onwards and it's going to go through the entire gamut of all the schools that it has since that time and it's going to go on generating the signals uh you can you can keep on dismissing but once you have uh all the all the items processed uh it probably will make more sense let me just dismiss this let's see if we get any long oh we got a short run this looks interesting because this is not a one-off this is not an outlet this happens very rarely so we know something is going on over there so we'll just say reset Baseline it will ask me actually it will also show me that how will resetting the Baseline look like so for now this is what the system considers as the actual Baseline this is what the system expects the process to be within but when we are saying that this change is what what the system has detected that three out of four consecutive scores were close to the maximum expected and we confirm that yeah this is an actual shift in the process and we want to reset the Baseline this is how the new Baseline will look like based on the system's current knowledge so it's it's giving me an education and at this point I can I have all the flexibility again to start with uh we we can reset from this particular date when the signal was generated we can keep the same number of same period length uh based on which the system will calculate the new model or increase or decrease but let me just go with the default and say that uh that's a number team organizational changes let's support this is the long run we will just do one more reset but you kind of are getting an idea how this will look like so there you can make out here yourself from visually from the trend that yeah this scene like a real issue uh for for something and now it's back here uh so probably it needs to be reset again uh org better than and now we we are good for now so whenever a new school comes in now the process will uh the system will take a call whether or not it falls within this particular band and which would it expects the the process to be and and that's how a signal will be generated let's take a look at how do we configure this this was all about when you make yourself responsible and how do you configure the initial base parameters the system does the defaults for you but you can choose how to how to change that uh all of by the way the revert action which I was talking about this is where you see all your past actions uh clicking the right click right so these are all the actions I have taken it shows you who took the action what was the signal generated where was it it gives you a visual indicator as well as the detail idea of what what happened uh on that particular signal you can choose to revert it or let it be for now I'm going to let it be I'll just show you how how it can be configured more for how you can add more uh responsible users and change the notification pattern Etc so these are the two uuids we were working with percentage of new critical incidents there was another one which I was playing around with uh they have both the same patterns but I'm going to make some adjustments either for example if you select any one of the uuids you get the same items uh on when do you want to start the Baseline calculation and how many periods do you want to consider there is a third option over here which asks you whether the process is expected to be linear in in nature or is there going to be some sort of cycle cyclicality if there is going to be some cyclicality or any sort of non-linear behavior that you expect in the system uh you you can choose no trend and this will update the the baselines and all the models it has created based on its new understanding that the system is not going to be linear uh it it can it can be helpful at some time when your process trend displays some sort of cycle colored so I'll let's say I'll go ahead update okay so now the trend method is updated as no Trend I'm not sure if I go back here there will be some new uh notifications or not but that's something you can do coming to responsibility for again uh at one at a time or even selecting multiple uh uuids in one go you can change who is supposed to be responsible right now I'll I was logged in as admin so I could be responsible for any but I can let's see if apple is here of course yes so I can make apple responsible for this now if I log in as I will I should be able to see uh the the signals only for percent new critical but Apple will not be able to see the signals related to assignment group that's the granularity part I was talking about you can also add breakdowns for which you want to uh Define the signals or you can at least let's go ahead and complete the notification part for now so for percentage new critical incidents or for anyone the default is you will be sent to reminders uh at three days interval but you can change that you can change this to let's say uh I want to be reminded five times and uh I want to be reminded frequently so I can just do this and uh here is where you see the anti-signal factor uh I'll come back to that later but let me just do this so now you can see the reminder count has changed to five you will be sent five emails at uh every one day so you'll get five of them anti-signal factor is how you calculate whether the system has been stable your process has been stable so this is the one which determines the anti-signal part and essentially we are telling that for in Signal detection you will see that it currently needs 14 days worth of scores to calculate a model and we are telling it to uh check if for two such periods that is 28 days 14 multiplied by two for 28 days if there has been no signals generated then that means your process is stable that's all it does it's it's kind of gives you an idea for how long a process should be stable for you to actually consider its stable so that's what it is we'll just leave it at 2 for now but you can change it to a longer period maybe your uh maybe your system has too much variation so you do not want to be disturbed but drag distracted by that so you can go ahead change it to three now it will check for 42 days worth of data so that's one thing any other questions I'll take a pause again here yeah I think since you're you're talking about the way that the notifications and things work there's a question that came in that's asking can weekends be removed from uh signals weekends we do not have any specific configuration for them uh as yet uh but uh we we understand there is uh that the no the the no Trends part if you configure in the signal configuration it still does not quite capture the weekend effect but uh it's not there yet but for some seasonality it does work better than linear okay and uh does the kpr signals detection work differently when targets or thresholds have been set let me see if I get this right the question is uh if uh API has a defined Target or thresholds will the signals work any differently if they were not correct is that the question no there is this these are two separate set of features uh targets and thresholds can continue to be configured uh or not configured while signals uh takes a statistical approach of evaluating a trend and trying to figure out whether a score is anomalous or a set of scores or patterns is anomalous or not it has nothing to do with thresholds or targets okay great thank you um kavya had a I don't know if that's a follow-up to the same question but it is does it have any correlation or they I think that's what he's talking about targets and thresholds is there any correlation or the independent but you just answer that so they're they're independent of one another so that one's good and then um do you recommend starting with kpi composer to create kpis then track with kpi details absolutely I I I'm a big fan of kPa composer and that I I'm sure uh Dan and uh you both can attest to that but it's a fantastic way of visually figuring out what's the hierarchy like between multiple kpis and that goes a long way in uh ensuring that everything the data is set up it rolls up correctly and it's actually tracking the process in the way you intended it to be but that is not essential for kpi signals to work and signals do not roll up the hierarchy automatically so while using composer is definitely helpful in structuring the information and the metrics in the way you intend it to be it's not mandatory for signals to work okay great thank you that's it you can keep rolling perfect so um I think that that's pretty much it but let me just show you a few of the floor designer jobs that we have uh these are the three jobs which are shipped out of the box not jobs these are the three floors which are shipped out of the box and each of them uh does its own thing one is for sending that email reminder another one is for uh creating uh tracking the task updates whenever you take an action on any particular signal that's also tracked or or sending up that for taking that first event and sending out the first email notifications so these are the flows the tables I think we already went through it but let me jump back to the deck couple of additional attributes I hope I am sharing the tech now yeah sure okay so couple of additional things to keep in mind about signals it does uh support domain separation and it is uh self-hosted it is not despite the statistical analysis that it does it does not require any Central assistance to Ping uh everything happens within instance so on-premise incidents instances are supported uh it is uh released through family and it has been available since Paris uh of course uh you probably would have been playing around with it as well but most of the features that we talked about they have been available since Quebec so that's one thing it is available for everyone out of the box and uh one thing to keep in mind is you probably would have noticed that it is available only on the next experience it's not available from analytics Hub if that was a question and this is one thing a couple of other things I wanted to point out that the bit which Thomas was mentioning early on about the forward-looking plans that we have against half hour and all those no resistant but we did uh get some feedback from you uh some of you who have been using signals we got the comments that there's just too much data and uh so you you do not want more data and you just need some help finding the right one there was other comment about signals is part to Hidden you need to go to a specific kpi or uuid to see them which is true uh in this particular ux and also uh sometimes for some folks configuring signals can get complex even if you are working it right from KPA details I understand uh sometimes you do not want to bother about uh whether it should be 14 days period or 28 days period although we do believe that provides a very powerful flexibility uh to the process owners who understand their process Trends but sometimes it just gets too much so what we have been uh exploring and rather actually working on is uh this New Concept which we call insights uh and this is going to address two points one uh we are going to make the signals available right on the desktop sorry right on the dashboard so that you do not have to go hunting for each particular uuid or each particular kpi whenever you are usually you are monitoring your kpis or your Arizona dashboard or it could be iitsm or CSM whatever and all you need is help in identifying which of these kpis you should pay attention to and that's where the insights happens uh you can click uh open the insights when they are available and this is a mock-up of course but we are working actively on it and we have some working instances available but essentially this is going to be a list of kpi signals plus some other insights and those signals you probably would notice if you think through it you never had to configure the signals for those kpis so the configuration of the signals of whether it should be 14 days or two days or whatever those configurations are handled at the runtime we use a little bit of default settings a little bit of understanding of the process itself based on our own expertise with our internal abuse and we try to come up with the defaults that work and some of it will keep getting updated automatically in the background based on the models that we are exploring so that's one part of it addressing uh the the concern around the the complexity around the configuration so this happens automatically and this also addresses the concern around it being hidden and not being super helpful to identify the kpis that matter to you so this will uh this is one part of the discoverability and the configuration complexity furthermore what happens is if you click on any one of those action buttons the insights right now we are showing cards from process optimization and other uh predictive or descriptive analytics here so this is using targets and thresholds in the background so there were some questions earlier that whether targets or thresholds uh change the way signals is calculated the answer Still Remains no but you will get more uh helpful insights if those are configured if you have targets configured we can tell you predictively whether it's go you are going to miss your target or you have already missed your target so this kind of instance we can configure right in the dashboard once you click on any one of those uh insights you will be taken to a detailed page about those particular insights which will give you more context so that you can actually trust the data instead of just having to go by those little two three sentences in the cards you can visually verify that the insights actually is true and you can also take an action on it you can click a button and instead of having to rely on those pre-packaged uh close that we have with signals you can create your own and this really opens up a bunch of possibilities and to actually address this there is another part we are doing over here in flow designer we are going to expose uh the the signals event itself as one of the triggers in flow designer that will open up possibility for you to take your own action configure your own flow what should happen automatically maybe if a signal is generated should somebody be notified uh of course we we have the responsibility uh workflow for it for now but that's something out of the box you can configure your own once you have that done of course you will keep on getting this kind of notification emails if you have configured the same thing uh you will be able to track the re-intervention and post-intervention Trend changes after the insight has been generated so this will actually help you gauge whether the the insights or the signals generated are actually adding value to your workflow or not there's something which we are working on and uh it is still progressively being uh rolled out in a limited release in partnership with certain bus for very specific content packs starting in Vancouver for example we if you if you are going to be using bad TSM success dashboard or workspace Service delivery dashboards you probably will see them rolling out your way sometime soon so that's something I wanted to highlight on the Future Part any questions on this yeah so we had a few questions come in um kavya is is locked in on this uh really great questions coming so the first one is um and hopefully if we need to unmute them we definitely can but it says by default the number of scores are 14 shouldn't we need minimum of six months data to analyze and make decisions around it so if we increase the score drastically like from 14 to default of 180 or more will it have any performance impact foreign setting it to just 180 what will happen though that you will need to have more data uh before you can start getting meaningful uh signals from it and you're right certain processes do not change very frequently and they are relatively stable over uh months or even ever quarters uh so for those uh we do suggest you modify it from 14 to 180 if it makes more sense okay great um the who will be made responsible on the kpi signals do they need any specific role or or you can just assign it to whoever absolutely anybody uh that the responsibility system works uh uh works well it does it does not uh have to be an ACL kind of thing that you need to create a new role or new seal or whatever you can assign to anybody who is deemed the subject matter expert on that particular piece it does not have to be the full Trend it can be at the breakdown level it can be at the L2 breakdown level so you can assign it a specific person responsible only for let's say number of defects being solved per week uh for database related incidents P1 you can go to that level okay okay so my question was around uh the person who will be made responsible so as a kPa signal admin maybe I can make people responsible right so person will be made responsible do not need any specific rules to meet us out right no it is not I see and um they still get the access to kind of uh said the type of signals like you uh were demoing about you know kpi signals with a specific breakdown they can do all those settings and they can also set the notifications they will have access to all of that absolutely so you will not have this person if you is made responsible she will not have the the access to tables Etc in the background uh those will still continue to be restricted through ACL so if you did not have access early you still not have access to them but everything else you see on the configuration side the trend pattern whether it's linear or non-linear making other people responsible setting the notification frequency and everything you can still do it any responsible person okay thank you in caviar since you've been promoted you could probably just go ahead and ask the other two questions as well you were asking about which which uh version dashboard signals so I think that was about the dashboard signals I think in the end uh Amit mentioned it is going to be available from the Vancouver that is correct some of the fuel packages okay and I also wanted to ask um about the notification uh features uh maybe that might not be fully around the kpi signals uh it's around the targets and thresholds whenever uh you know it goes above Beyond uh targets or closer to the thresholds is there a setting to actually notify users based on that uh is it something that's available already absolutely I think uh there is one uh PA threshold checks job which runs uh every time a new score is collected and it Compares whether the new score is above or below the threshold if there is one defined and sends out an email uh if there is a threshold breach so that is already available out of the box I believe for Target also there is a a default setting which checks if uh if there is a possibility uh of you meeting your Target in the next 14 days that it does based on the comparison of the forecasted score uh after 14 days and if you have a Target defined notification is different from the KPS signal notification right and is that available in the next experience that uh is correct it is separate from signals and it has been available for both next experience as well as the classic experience okay explore that more yeah yeah feel free to explore the documentation or or ask the questions reach out to us I think it's fine any other questions sure I think that's all from my end thank you very much for all the answers [Music] thank you um and there are no other questions that are currently there but uh I think we have some great panelists on so I just want to make sure we take a moment to if there's anybody that is a panelist that wants to add to anything that Amit has talked about please feel free to do that or we'll we'll close up the call here we go here's another one oh there's a question specifically for Adam we have a request for tracking assignment groups on uh assignment for both the assigned to and the assigned group on Project tasks um we should just be able to do a breakdown for both assignment group and assignment task I don't know what the um issue is for that it should let you do it the the one caveat will be for both assignment group and definitely for assign twos you don't want your breakdowns to be on it's just this user plane um you'll either set up your assignment you're assigned to to be on Project assigned to so it's only people who have been assigned to them or I like to do an assign a breakdown on sys user but with a related list condition that says only show me people who've actually been assigned to in the last six months so that list always stays relatively clean but there shouldn't be any issue with having both of those the the biggest caveat would be that your breakdowns are more than 10 000 assign 200 or 10 000 assignment groups which for project tasks for groups shouldn't be an issue for assigned to you might and then with assigned to an assignment groups um commonly there's a relationship between those not one to one but really useful and so you'd want to also be looking at breakdown relations between those um and I know we've done an academy session which still relevant even though it might be a year old or so on hierarchies like Dan Kane is the last one who did the last one on that um but you should be able to uh put in a breakdown relation instead of the hierarchy between the group and the assigned to and have all those things oh when sorry the question is not just tracking who's assigned to but when they were assigned um and when they were assigned the way that we definitely want to do that is uh with an assignment SLA is the way I like to do it you can do it with metrics um but an assigned to SLA on Project tasks seems pretty relevant I'm not sure if that comes out of the box but you'd certainly be able to see how to configure it there's plenty of examples in the community uh incident might have it haven't assigned to SLA out of the box that you can activate but you're just looking at what it was assigned to the SLA is great and one of the questions before was about weekends and if you're using metrics it's wall clock it is just how how long it takes and whether that whether the three hours it took to assign it were Saturday morning between 2 A.M and 5 a.m or 2 Tuesday between 2 p.m and 5 PM it's the same and in the real world I don't consider those to be the same and depending on how you're operating with SLA as you can certainly put in pauses resets and calendar times so we want to look at how long it took to how many business hours it took to assign something at the assignment group or assigned to or or the assignment group level and SLA is the way I would do it um the one note with the with the slas is you are going to need to um put in a Target but I think it's reasonable to have one and if you're if your organization isn't ready you don't want to say our assignment SLA is four hours which by the way don't have to publish but at least have something internally put it as a day put it as two days put something as reasonable start tracking it and then tune it down let's let's start getting into the habit of slas we want them assigned and using again using slas we do have to have some Target it helps the system know how frequently to update things um but it is really useful we want that Target and then we want that business time um so using slas to track how long to track when something was assigned whether it's project tasks or cases or problems um it's the same solution and and I know we've done some Academy sessions about reporting on slas that lines up with this as well and I was supposed to click answer live and I did it for you okay thank you yeah all right thank you okay so I don't see any more uh questions that have come in so we are close to the top of the hour so I'll go ahead and uh finish closing out with some things Amit thank you very much for the content that you covered today and talking about the future things as well really great uh stuff so we really definitely uh appreciate that so uh with that let me see if I can get this going Maybe there we go uh make sure you check out the community uh Adam just referred some uh previous Academy sessions for some of the context of what he was just talking about those are all out in uh the community so make sure you check that out along with many other uh topics and great content as well that's there um again make sure that you're looking at the page that these are all housed on which uh future and previous sessions and again this content con uh content will be out there later on today or early to morning based on when I actually get the recording back so look for that and then um make sure that you check out the pro tips quick five minute videos that that can help you on your journey especially early on in your journey if you're new to uh performance analytics inside of servicenow and then uh make sure to use it now learning so again a lot of the stuff that um we talked about in some of these questions there there is now learning uh courses that uh talk about that information as well so check those out uh the PA Advanced one is a really great one it is on demand as now uh as well as not having to do it uh in person you can do it on demand so that's great uh we do have sister academies that are out there so make sure that you uh check those out as well and uh in a couple weeks we're going to talk about using uh ux analytics to optimize web experience so user experience analytics we're going to look at that uh we we looked at that a couple years ago but there are some some newer things and some different ways of looking at stuff so we wanted to visit that uh again so we'll do that in two weeks and with that I don't see any more questions come in and if the panelists don't have anything we'll actually give you three minutes back so thank you um again for coming and had a few weeks off but it's good to get back to these sessions so uh thank you and have a great day thanks everyone Thanks a minute thank you