Extension Definition
Optimize IT service delivery by predicting issues, reducing burnout, and improving resolution time.
Analyses and Business Questions | |
Metrics | |
Dimensions | |
Concepts | |
Internal Comparisons | This application does not include additional Internal Comparisons |
What If and Planning Models | This application does not include additional What If and Planning Models |
Subjects | |
Events | |
Overlays | This application does not include additional Overlays |
Core Blueprint V1.30.31
June 24, 2025
An analysis is a document that describes a collection of analytical content to analyze and understand a particular use case. While you can generate your own Analysis, each Visier application is delivered with a set of standard analyses.
Display Name | Description | Business Questions | ||||||||
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Learn About Support Case Metrics | Learn about the different types of support case metrics available in the ServiceNow® Extension. |
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Support Case - Validation | Validate the support cases that support agents are working on. |
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What is the state of the support case backlog? | Review how much work is in the support case backlog. |
A metric is a value that is computed from the Subject and Events for a particular group of entities in a particular time frame. An example of a metric is "Turnover Rate."
Display Name | Description |
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Aged Support Cases | The total number of open support cases that are older than the specified age threshold at the end of the period. |
Aged Support Cases Closed in Period | The total number of support cases older than the specified age threshold that were closed during the period. |
Aged Support Cases Ratio | The percentage of open support cases that are older than the specified age threshold at the end of the period. |
Average Open Support Cases Age | The average age of all open support cases at the end of the period. |
Average Support Case Survey Response Score | The average overall score for support case surveys completed during the period. |
Employees with Open Support Cases | The total number of active employees who are assigned to at least one open support case at the end of the period. |
Escalated Support Cases | The total number of support cases that were escalated to the next level of support during the period. |
Escalated Support Cases Ratio | The percentage of support cases that were escalated to the next level of support during the period. |
New Support Cases | The total number of new cases that were created during the period. |
Open Support Cases | The total number of support cases that are open at the end of the period. |
Open Support Cases per Agent | The average number of open support cases per support agent at the end of the period |
Support Cases Closed in Period | The total number of support cases that were closed during the period. |
Total Support Cases | The total number of support cases at the end of the period. |
A dimension is created from a concept or property and contains all the potential values. It is then used to allow filtering and grouping of the content. Dimensions can be hierarchical. An example of a dimension is "Generation" which groups employees by the year of their birth.
Display Name | Description |
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Support Case Category | The category of the support case. |
Support Case Impact | The impact of the support case (e.g., Extensive or Significant). |
Support Case Priority | The priority of the support case (e.g., Critical or Low). |
Support Case Status | The status of the support case (e.g., Awaiting Change or Closed). |
Support Case Survey Question | A question from a support case survey. |
Support Case Survey Text Response | A text response from a support case. |
Visier employs a large range of analytical concepts, these define expected and desired analytical objects. Each concept allows configuration so that the concept can be employed by you. An example of a concept is "Involuntary Turnover" which allows you to define the types of turnover that are to be considered as involuntary.
Display Name | Description |
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Closed Support Case | A support case that is closed. |
Customer Support Agent | An employee who is a support agent. |
Escalated Support Case | A support case that is escalated. |
On Hold Support Case | A support case that is on hold. |
Subjects are entities that evolve and change. They have properties and changes to those properties are captured over time. An example of a subject is "Employee."
Display Name | Description |
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Employee | Current employees of the organization. |
Support Case | A support case. |
Support Case Assignee | The intermediate subject containing information about employee assigned support cases. |
Events are records that occur at a specific point in time and do not change after they have occurred. An example of an event is an interview.
Display Name | Description |
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Support Case Survey | A survey of a customer's experience of the support case process. |