good morning good afternoon and good evening uh welcome to performance analytics and reporting office hours welcome to everybody who's joining us for the first time and for many of you returning people welcome back uh before we get started we're gonna go through a couple intro uh intro slides and set up what we're going to be doing today and then we'll talk uh specifically about some more content for you so today uh my name is adam statum i i have this flipped wrong i am your host today uh i'm an outbound product manager for plot for now platform and now intelligence and april mcgehee is our speaker today our featured speaker we are welcoming welcoming her thank you for her time um and we're going to be talking about some out-of-the-box content and what's available for you in paris which is about to be released first of all for performance analytics office hours these are about these are for you um we want to give you some exposure to some fresh ideas particularly some new out of the box content today and give you some guidance to answer your questions where we can we are recording these sessions uh they'll be posted later today or early tomorrow and all of our previous sessions are recorded as well um you'll you're on mute uh but if you do not want to be on the recording please disconnect and please feel free to ask ask us any questions you have in the q a window so in the chat we do appreciate your comments but just to make sure we address everybody's questions as they come in please use the q a feature of zoom so we can make sure we address those appropriately and get everything answered and as i said everything is recorded and available for you the deck should be available for you uh summary of this in the community so if you go uh to the community where you registered for this on that same page you should see all of the uh previous sessions along with the recordings and the decks and some notes about them and you'll also see the upcoming sessions there as well also as we're going through this now learning has got some great content for you so while you're using the community you're asking us in the office hours nothing beats some real training so there's there's a great amount of training available to you uh a lot of it free and self-paced available and now learning including all of the k20 knowledge labs at some point i know you are you're getting tired of me saying that but just if you haven't done those go take the labs make sure you share those with the rest of your organization as well amazing content out there gives you some hands-on experience and really walks you through some some advanced topics and as we are talking about the community i'm going to put this out there as well if you haven't read this there's a great post that that was in the community a couple weeks ago about writing quality community questions and i will tell you somebody who answers a lot of them we have and several people on the phone who answer a lot of these if you read these and follow this you're going to get much better answers much faster for you so it's just some great tips about how do you ask a great question in the community so that we can answer it quickly and effectively all right enough about me enough my voice uh i'm gonna hand it over to um april who's gonna talk us talk us through some of the new out of the box now intelligence solutions for paris and april are you ready yes okay i'm going to stop sharing if you want to take over all right powerpoint yep we're all ready to go great thank you um so like adam said i'm april mcgehee i'm from the now intelligence outbound product management team uh my team specifically works on the out-of-box solutions with all of the different product management teams so this is all of the content that we produced in the paris time frame this includes all the store releases that were created between orlando and paris release we had 27 new solutions and 17 updated um you can see that everything that has the sr in front of it was a store release i'm not going to be able to cover all these today so if you have any interest in any of these um specific solutions you can check out the release notes and the docs um a lot of those stocks now are pretty robust and go into a lot of detail about these solutions so that's a great place to go if you guys have any additional questions after what you've seen today or if there's something that i don't cover just check out those docs and release notes and you should be able to find some content there so first i'm going to start off with csm for csm we had a a bunch of new solutions so we have the customer central workspace with that the agent has an overview of cases related to contacts or consumers the csm manager workspace the manager has real time and trending data on team performance in one location the csm walk-up experience the service manager can track the performance of agents at various locations um this is leveraging the existing solution that was already created by itsm and then we have the outsource service provider dashboard this is where the osp manager can track case fulfillment kpis of the osp and then the serv self-service analytics dashboard where the csm or knowledge manager has the visibility to measure the effectiveness of their self-service and knowledge deployment and just demonstrate value to internal leadership so i'm not going to be doing any live demos today i'm just going to be going into some screenshots of some of these solutions so this is the customer central workspace when you click on a customer from the list view you can drill down into the specific metrics for that customer the high priority cases they have open how many are escalated or past sla when you scroll down you can see we have this donut chart where you can see their cases by status you can see a list of recent cases farther down we have recent interactions and phone calls and then recently viewed articles and contracts then at the very bottom we have the entitlements for the csm manager workspace um this is a central location where a manager can track performance of their team and take action of things like waiting work items slas breached i want to mention that we have an almost identical workspace for the it manager i'm just going to show you guys the csm version today but just be aware that there's two different versions of this one for csm one for itsm and these are both limited access in paris so when you scroll down you have visibility into the team's performance you can see cases by state case is closed this week chat's completed this week we have another tab within this workspace for channels and queues where you can get an overview of chat and case metrics you also get a list view down at the bottom for active work items if you click here we also have another tab um for metrics specific to the queues so we get different metrics here like waiting work items average wait time available agents agents not available work items assigned today and work items canceled today and then we have the all agents tab where you can see the individual agents listed out their service channel their capacity capacity and use utilization present state and a yes no if they can take work and then time in state so another tab if we just keep i'm just moving down these tabs on the workspace this is actually a pretty robust robust um workspace with a lot of different tabs on it so this is the teams tab you can see at the top right that we have a filter we can change the date range of the metrics that we're looking at over here so we have different metrics for different teams um we can see that we have the customer service area and we have the operations area and then we get specific metrics um for tech support service support sales support so if i was to click into one of those individual cards say the tech support card i would get this view which will give me performance metrics of the individual agents and then as i move down the tabs this is the coaching tab um here the manager is able to look at metrics from our existing coaching application so we have some different metrics here for a number of assessments by status so close complete or open we have slas breached coaching opportunity task sla so we have some different metrics here related to our coaching application all right moving on from that workspace to the outsourced service provider dashboard this dashboard is able to give the manager a view of the cases fulfilled by the outsource service provider so this is all built using pa we have a bunch of different metrics here percent of open slas breached we can see csat resolution time we can get some trends here for resolved and transferred cases then we have the self-service analytics dashboard this dashboard allows the csm manager to show the value and impact of self-service on all these different channels like knowledge base communities virtual agent on the first tab you can track overall engagements um successful engagements success rate the cost saved by the channel and then we have the deflection activity trend here uh when you scroll down we also get um the resolutions by channel trend and the self-service demand by channel trend then we when we click on the knowledge tab um we can see the knowledge engagement successful engagements the success rate the deflection activity and then the unsuccessful searches most of the tabs are going to look exactly like this one without this uh widget so i'm not going to go into too much detail there i'll i'll click through these so you guys can see um but these are going to be the same metrics and uh the deflection activity trend um that's going to be present for the rest of these tabs now moving on to hr hey april yeah a couple questions came in if you know the answers and and if not maybe we can we can look at the documentation i'll try my best um for for the the previous case uh do you know what differentiate differentiates an outsourced service provider from another assignment group from an internal assignment group in what way i'm sorry can you go uh let me go back uh i i think it's the breakdown source so in this case the at the top of the top of the dashboard we have the outsourced service provider so this is just where you've def where we've defined the breakdown source through the outsource who the outsourced service provider is i think i think that's the the case here that that breakdown source in the top left where it's talking about outsourced service provider okay um so i believe that it has to do with the breakdown source so i don't think there's magic it is just that we're saying that these are these are them um so if you if we want to get clarification on that then i think we can just look at the uh that breakdown source and it will tell us how it's set up uh but that that should that it's out of the box there's an out-of-the-box way of doing it of differentiating those it's not just something special so that should come with with what's in csm and uh do you know and it might it might be too much detail for this but do you know uh how we're detecting deflection i think it might be oh yeah the in the potential deflection confirmed deflection and no deflection are you no i know we do have those defined in the docks exactly how we're calculating those um i couldn't uh tell you now but i know we have it documented okay i'll let you go on i'll see if i can get that and add that into uh into the answers so sorry thank you for uh for for uh answering those and i'll let you continue no problem okay moving on to hr um so for hr uh we have the demand insights for hr case um this solution was already built for incident in case in orlando so we leveraged that same solution for hr cases um the dashboard highlights knowledge gaps for topics where articles should be created for the hr cases that have already been resolved but they have no kb article attached to them and then we updated hr agent workspace um this provides the agent with a central landing page on cases that are high priority have slas breached and provides visibility to their their team and individual performance of closing out cases and what's still in backlog so this is the demand insights for hr case like i said we have two similar solutions that are going to look the same this is presented as a pareto you can click on any of the bars um which are clusters of cases which are closely related to each other but have no knowledge coverage so if i click on one of these bars it would take me to a list of cases and from there you can identify the knowledge gate gap and assign it to the hr knowledge manager or group so it can later be picked up um to create a knowledge article and then this is the hr agent workspace um this was released limited availability in orlando and is now ga in paris um there was a little bit of a design change between those two releases here the agent can see the slas at risk high priority cases assigned to them updated cases in cases by request type and that donut chart um if there are any cases under these individual catego categories we're going to see them listed in these little cards if there isn't anything then we'll get you know something like this if you scroll down you can see more of the teams perspective the agent can compare their closed cases to the um the team over in this bar chart on the right and get some other metrics about the teams slas breached unassigned cases high priority cases and open cases okay now we're going to get into itsm content we have a lot of new content for itsm we have predictive intelligence for incident which provides business value model quality and monitoring metrics then we have the on-call dashboard which is a new dashboard for the on-call manager we have a standard and a pro version of that and then we have universal requests we have three new dashboards one for the agent the process owner and the manager and universal request is a new request type then we have the change score which is a new pop-up that's added to the change form which brings you to a dashboard about change performance and then we have the manager workspace that's a new workspace for managers to improve the quality and efficiency of service teams and enhance team satisfaction that's the one that i mentioned is the same as the csm manager workspace just slightly different um metrics that are more tailored towards itsm and then for the vendor manager workspace we updated the vendor scores to be point in time versus running averages so predictive intelligence for incident management as a customer turns on predictive intelligence for instant management and they're building models this dashboard allows them to be able to look into the impact and value it's providing to the business so the dashboard allows the customer to see how they can improve the quality of the model up here the net automation this is a combination of coverage and prediction which gives an indication of how good the model is we also have here the number of incidents that were predicted each week and then we can also see how the model can improve things like the csat and the mttr we also have a filter at the top which allows you to choose the solution definition and then if you scroll down on the same dashboard we have two metrics we'd also hope to see improve the average cost per res resolved incident and the number of result incidents by first assignment group then moving into the second tab um monitoring models we can filter by the class and the date um this this tab is a combo between pa and reporting widgets the first row has the estimated and actual net automation and then as i continue scrolling down we have the estimated precision and actual precision over time and the number predicted correctly and that trend over time then we have the number of predicted incorrectly and that trend and then the predictions skipped and that trend and then on the last tab um we have model statistics we have a date filter up there at the top um and then we have the prediction classes the classes excluded due to load distribution and then the class distribution here and then i think yes as we continue to scroll down these are the last two charts on the page we have the actual class distribution and the training data grouped by class and that was it for itsm do we have any questions adam nope uh there there is one question that came in that i'm gonna answer uh offline it's a little specific um but i think we can move forward okay cool uh jumping into platform um we have the upgrade center which allows you to prepare for your upgrades by viewing skipped file logs before actually upgrading your instance for the instant security center we made some updates to the layout and the widget types on the hardening page for mobile dashboards we added pie bar stacked bar charts to the mobile dashboard application for both android and ios and then for virtual agent insights we redesigned the dashboard with existing and new reports and pa widgets and added a tab for nlu metrics so the upgrade preview will live in our new upgrade center providing customers with an impact preview of their upgrade this is a new page which allows you to prepare for your upgrade by viewing skip file logs before actually upgrading your instance um so yeah so this is a super useful tool um for for customers um you know you're going to be able to view um you know how an upgrade might affect the instance before actually having to upgrade it so like i said for the mobile dashboards we added pi bar and stacked bar for android and ios the widgets interact much like our classic experience so if i click on one of these charts i'm gonna be directed to a view of just that chart and then if i click anything in the legend it'll deselect it from from the bar or you know from the pi whatever visualization we're using if i hover over a specific slice i'll get the value and if i click on a specific slice i'm going to get a list view so the same experience applies to the pie chart if i click on one of these charts i'm going to get the pie i can hover over the slice if i click a slice i'm going to get the list view okay itbm for itbm we have the idea manager dashboard which is a new dashboard to be used by the idea manager to manage their idea pipeline uh we have business outcomes which is a new dashboard for a senior leader to be able to track how much they spend on strategic initiatives and how much their business is getting in return for investment funding we have a new on click behavior that was added to invoke a chart um with historical data and then for safe and scrum we had various updates to all the dashboards including new cycle time and lead time scatter plot charts as well as we updated updates to the velocity charts this is the idea manager dashboard as an idea manager you'd want to be able to manage your idea pipeline and view ideas submitted and by their states so this dashboard allows you to view ideas submitted votes who who submitted states um etc so you can manage the queue on this first tab we have ideas by state ideas converted ideas by votes top idea creators when you scroll down you also get ideas trended by category um top 10 ideas or sorry top 10 categories by idea and we have a breakdown filter for each idea category and idea state up at the top then on the analysis tab we have some score widgets up at the top for open ideas average age of open ideas ideas converted percent of ideas converted below that we have a workbench widget with different time frames up at the top and then we have these metrics for the number submitted the number that need more information the number under review and then in the backlog then down here for the breakdowns available we have the idea category so you can view those by idea category all right and that concludes all of the uh solutions that we're going over today like i said there's many many many more that we're unable to cover just because of the amount of time we have today but if you guys go back to that um intro slide with all of the solutions listed we should have docs available for all those solutions everything that says store release is already released and you should be able to find um docs for those and you should be able to download them already those content packs and then everything for the paris content is uh coming soon this month and will be released um ga within the month i believe so um if you have any more questions about those please go out to the doc site um and just as as we do that so i the docs really has improved the last couple releases so if you haven't taken a look i highly recommend doing it and just to give you a quick example of that when you go into share when you go into the doc site and i'll go back to the main documentation site you'll see the release notes in the top right corner and if i go to features and changes by product and i pick analytics intelligence and reporting you'll see a specific section for the analytics and reporting solution release notes which goes over uh which gives you links to the documentation for all of these so you can see the list is pretty long on the new things that came out and when you go into them you'll see a lot of detail in here so whether it's a video walking through all the different tabs some of the pages take screenshots of each of the different tabs so you can see what's there you understand who it's for what roles you need what all the indicators are that are come out of this all the all those reports and what they're what they're reporting on just a lot of great information here that you can see and understand if it makes sense for you um and i will say nothing beats if something looks interesting or close if you install it on a subprod or you get a personal developer instance and install it on there nothing get beats getting your hands dirty and taking a look at it so lots of opportunities for you to look at it but certainly the documentation is just a great resource now to get started uh and take a look and see if it's interesting for you and i i do recommend whether or not you're you're using csm or you're using hr take a look at of what's out there as i look at what's in there with what april showed there's just some really interesting ideas on how to visualize data and what can can be done in the platform so if you have a few minutes i'd recommend going through all of these whether that whether or not you're using predictive intelligence or whether or not you're using csm take a look at it it might give you some ideas and you certainly can go install a content pack on a personal developer instance take a look at how it work how it works how it was built and then you can apply that to your own your own solutions whether it's something you want to build for incident or something for hr or a custom application that you have you know you can look at how we don't have any secrets you can take a look and see how we built those indicators how we configured that report how that visualization is built so i encourage you to do that and and really build the best solution for your your environment yeah and i just want to mention again adam um we're uh we're creating so much content now i'm out on the store so we really have this great opportunity to deliver more content to you guys on a monthly basis um so our bus like uh finance and itbm and itom and secops are all uh releasing things you know monthly now so you don't really have to wait for the big family release anymore to get access to those content packs so just be aware of that and check the store um for new releases and with that it's important when you look if it if it's not if it's a plug-in then you do need to upgrade to paris to get it but if it's in the store it's not always dependent on paris sometimes it is but make sure make sure you go look at it because it might be released in the paris time frame but backward compatible to orlando um maybe new york as well i don't think they'll test it much further than than two releases back but just because it's in paris in the store doesn't mean it will not work on your instance on orlando if you're not gonna upgrade to pairs for a couple months that that won't stop you from getting that that updated content back from the store any other questions uh about any of the content packs uh and if there are anything if there's nothing specific about content packs then we can open it up to any questions you have about performance analytics reporting maybe even predictive intelligence we are here we have uh another half an hour that we're happy to answer any questions you have um one question that that came in um had to do with uh sorry if i'm bringing it up i had to do with something about deflection or related to deflection and knowledge gaps um so i'll i'm gonna answer this one uh and the question is can i get a report on the number of tickets that are resolved using knowledge uh and and if that's and that isn't coming out of the box right now uh in that one it does get a little complicated because we have an mdm table but a solution like that should be very doable in performance analytics so again the question is can i report on the number of incidents closed in the teams and i want to break down by teams that are using knowledge versus not using knowledge which is which is really interesting um does do any of our panelists know if that is in the new knowledge content pack i know there's a lot of information in the knowledge content pack um but i'll say i would i would go look at the the new uh content pack that looks for those gaps and see what's in there if not that would see something that seems like it'd be easy enough to build if you have an indicator on the number of incidents closed today and the number of incidents where there is a there's a related list condition to say the number of incidents that had knowledge selected on the from the m2m table um or you could build your indicator on the mdm table and count distinct incidents i think you'd be able to get that pretty straight in a pretty forward way if that's not enough detail for you please post that question in the community and we can point you in to a little bit better direction um but if the data is in the platform and just because there's an mdm table uh you should still still be able to report on that and build performance analytics on that whether you're um whether you need some dot walking involved or maybe perhaps of you but it should be very doable to do you shouldn't have to export data if you can see where it's coming from particularly for anything out of the box okay i oh another one i don't see any more questions coming in so i'm going to give you one more opportunity to throw anything out there you want to make me sweat and if not we're going to wrap up a little bit early and get this recording out there okay so we have a couple slides to wrap up on um and then we will let you go early i had a one more question did come in oh an in between oh you really do like to throw a good one a good one at the end um i am going to uh put a post in about creating the the date filter range so the question question that came in had to do with interactive filters um which by the way are free in paris so if you were uh i i'm assuming most people on this call have performance analytics already but if you did not um interactive filters used to require performance analytics but as of paris interactive filters are considered to be part of the platform and available to to all customers um date filters for interactive filters only support on so on today on tomorrow on yesterday on the past six months um there there is a community post out there about how you build a date range filter where i can sit or i can do between dates between um february 1st and and june 15th um it's a pretty old version of it i don't have it ready today because it is a good amount of code but i'm going to put together an example that uses the k19 custom interactive filter lab and if you haven't taken that i would recommend taking uh if you if you search the k19 posts um and you'll see some of these we did a office in office hours on custom interactive filters there's a link in that in that review to take the k19 lab if you take that there's an app that that we use in that um you can build your own from that if you know what you're doing but if you don't i am going to put a new post out there that explains how to build the in uh between date filter as a custom interactive filter which has some trade-offs so if you don't need it i wouldn't use it but if you do need it there'll be a solution out there and hopefully in the next few weeks i need to build it and test it so you can build it today if you want or if you wait a little bit then i'll give you some more help with that okay and another question that came in about the favorite stars and the scorecard widget um you can't get rid of those in the scorecard you can't change how the display works so they're they're there um if you if they're causing problems from you at least i'm not aware of how you how we get rid of them um if you want to submit an idea to say make those optional that's a pretty reasonable idea i don't know if that one's out there or not um but at this point there is not a way to hide being able to fake to favorite score favorite indicators in scorecard widgets all right um if you see anything else pop up please uh please interrupt me but otherwise we'll wrap up a little bit so again as a reminder uh this session was recorded we will get it posted out into the community all the previous sessions are in the community from questions that came up there is one on custom interactive filters there's one on testing custom interactive filters um i believe we have one on tracking dashboard usage um back several months ago but everything we have is available you can get the recording as well as getting the deck and some of the the important urls are in there as well so if you're looking for something there's just a great list of resources here for you you can also subscribe to the youtube channel to get those posting i know all of you come every week but if for some reason you had to miss it if you can subscribe to the youtube channel it will tell you when when there's a new session posted adam a couple more questions that come up one in the q a and one uh in the chat okay um so the question came up had to do with the knowledge coverage the kb task knowledge coverage i'm not actually familiar with the specific tables does anybody know offhand how that what that does no for the questions that you have specifically to that would you mind putting in a a and sorry i can't see that who's posting it um if you if you don't mind putting in a question in the community we can try and get some resources to it um i i think we can get your help i think there is a lot of information on that uh but i don't know it off the top of my head and i think we might just need to connect you with where with some but some more background documentation to get what you're looking for but certainly knowledge is very important to all of us and tracking how effective your knowledge is is is pretty key so there there are some solutions although it may be that not everybody is aware of all of them and you said there was one in chat um oh uh so a question came in about dinner interactive filters um do they work for dashboards and uh pa widgets no the answers are still no so the behavior of paris for interactive filters is the same breakdown dash breakdowns on dashboards can apply to winter can work as interactive filters but interactive filters do not work on performance analytics that's with a traditional dashboard in workspaces you'll see there's no difference so we we absolutely have heard all of you uh that it's confusing it's confusing for our users it's confusing for us uh building it together and you when we get into workspace which we april showed some of the new workspaces the concept of a filter is just a filter and we're and we're not having to worry about is it a dashboard breakdown or is it an interactive filter um your comments and feedback were very well heard that we had to solve that problem and that you'll see is solved in in workspaces okay uh so we talked about i think i got all the questions and i'm i'm up to speed with uh with the chats so everything is available for you go browse and see what's there if you missed it there's some really exciting things out there and specifically if you're looking for something diffic some concept you may want to just browse through here and see if that and see if that identifies what you're looking for um next time uh thomas who's answered a couple questions today is going to be talking about reporting on surveys um there's a lot to this but the simple simplest way i look at this is when i try to report on surveys and assessments um today i get a lot of string value string value string value and it's rather difficult to report on or it's in a table and at the end of the day and i apologize this is a bit small i just want a row that is this person answered this survey at this time and he and i want a field uh i want to call them for every answer that they had how do i get that um we're going to talk about it in a couple weeks so it's it's not hard to get to but there are a few steps and thomas is going to walk us through how do we make reporting on surveys much more manageable for us and i believe that was al that's also one that people have asked for in the past and we've seen it from the community posts there is another community post out there that is just a place for you to tell us what you want us to hear about um so if you there's a couple sessions laid out on what we're going to talk about um in the next few sessions if you go to the office hours post but if you don't see what you're looking for you have a question and maybe you want us to cover more knowledge information and understand knowledge and deflection uh and how how we manage that in performance analytics how do we configure that in predictive intelligence uh just ask us so the this article exists go on out there and add your comments add your questions what would you like us to talk about and we will schedule those to address in future office hour sessions and okay and until next time um if you do have questions please post them in the community uh it is just really taking off in the last couple months i've seen just a lot of questions get answered uh quickly so if you have something please please share your expertise i know we have a lot of experts here um feel free to answer questions even if you if you're if you don't know the answer 100 things help right just to go don't do this is still helpful so please share your expertise and if you have a question go ahead and post it there um that article i i posted at the beginning i think you'll see on the main community page just great tips when you are posting a question if you if you walk through those 10 things you're going to get a much better answer very quickly so i highly recommend reading that if you haven't again all those office hours are posted so if you missed any and it sounds interesting go go put me in the background you just hit play in youtube and you can listen to me i apparently put a lot of people to sleep um but uh there's a lot of information in there including the decks including the decks including the links so lots of great information for you use the idea portal so a couple questions have come up uh during this session about i wish you did this uh you know does it do that if if we identify that that the platform's not doing what you think it should do you have an idea on how to make it better we do want to hear from you so in the community you'll see the idea portal go ahead and click on the idea portal submit your idea take a look at other ideas the ideas that have a lot of votes that people say this is really important to us we're going to address those things we're going to figure out what to do and whether we're explaining how to do it community in an office hours we write a post on the community or we or we fix it so that if it's not possible do it all we fix it in the platform that idea portal those important things what's important to you is important to us the idea portal is a great way to send that direct feedback into us um and as you're sitting at home take some training again just such amazing training i'm taking some new training right now um on some platform functionality there is great great training out there most of it is free and self-paced you can take what you want to take when you want to take it and i the as a reminder servicenow fundamentals if you have not taken that that is now free and self-paced great class that is that three-day class you now can do it in 18 hours or something to that effect um but you can do that by yourself on your own time you don't need to pay for it you don't need to take three you know three days out of the office you can that's available for you servicenow uh virtual agent fundamentals is a great class predictive intelligence fundamentals i know a lot of us know a lot about performance analytics and reporting but there is so much more that can complement performance analytics and reporting that can expand what you're able to deliver to your users all out there for the taking all right and i think we are all wrapped up no more questions no more chats thank you very much we'll get this posted and we look forward to seeing you into