Performance Analytics (PA) - OverviewIssue Performance Analytics (PA) visualizes business process data that is collected over time. This data reveals trends which can be used to make real time adjustments for continual service improvement. It helps improve process performance by tracking and measuring the behaviors and activities that impact the business process health. What are the key benefits of Performance Analytics? Performance Analytics helps improve process performance and efficiency.It uses Key Performance Indicators (KPIs) to measure process health and show how business is performing against measurable objectives.Performance Analytics provides accurate real-time insight across all areas of service improvements across the platform. Table of Contents 1. What is an Indicator?2. PA Implementation Flow3. PA Architecture and Components 4. Performance Analytics Activation5. PA Roles6. PA Scores 7. PA System Properties8. PA with Domain Separation9. Breakdowns10. Performance Analytics Widgets11. What is a Dashboard?12. Reporting 13. Training Materials and Videos14. Knowledge Articles15. Common Issues 1. What is an Indicator? An indicator is a performance measurement defined to continually measure a business service or an activity. These performance measurements result in a series of indicator scores over time. Basically, indicators are measurements of performance over time. 2. PA Implementation Flow Prior to creating an indicator it is best to decide what would one want to measure. The data collection process captures the indicator performance used by the analytics engine. PA offers a range of trend visualizations presented as widgets (including reports) that can be shared on the dashboard.Performance Analytics Widgets 3. PA Architecture and Components This shows a high-level look at the PA architecture and components At the lowest level, the business activities populate the process tables like incident, problem, etc.Indicator sources: These are created using conditions that extract specific records from process tables such as Open Incidents, New Problems.Indicators are created using Indicator sources and define actual KPI to measure such as Incidents resolved by first Assigned group.Breakdown sources and Breakdowns allow dimensional analysis of the indicator data.Data collection jobs run on the scheduled basis and populate the indicator sources and indicators, breakdown sources, and breakdowns.Widgets help to visualize the indicator data.Once the data collection is completed, the data can be viewed in the analytics hub and dashboards. 4. Performance Analytics Activation For unlimited access to all Performance Analytics features, purchase a subscription to Performance Analytics. After you purchase the subscription, one might need to activate the plugin associated with that subscription within production instances. The basic "Performance Analytics - Premium" (com.snc.pa.premium) plugin needs to be activated after purchasing licensed Performance Analytics. Review the following: Activating your Performance Analytics Subscription 5. PA Roles Here are the application roles that interact with Performance Analytics: Performance Analytics Roles 6. PA Scores The Performance Analytics Scores [pa_scores] table was split into two tables. This structure helps with processing large numbers of scores. You can migrate your scores from the old table structure to the new, using the score migration tool. Scores Migration is the process of splitting the pa_scores table into 2 tables, where the table pa_scores_l1 contains scores from indicators and level 1 breakdowns, while level 2 breakdowns are stored in the separate table pa_scores_l2. Data is copied from the existing pa_scores table into the new table structure during the migration. This process is performed to increase the query performance and decrease storage requirements of the pa_scores table. Migrating Performance Analytics scores 7. PA System Properties Performance Analytics Properties 8. PA with Domain Separation Domain separation is supported for Performance Analytics. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains.When using Performance Analytics with domain separation, you can collect domain-specific scores.One can use global or domain-specific Performance Analytics table records or even a combination of both.The Performance Analytics - Domain Support plugin (com.snc.pa.domain_support) must be activated. Approaches to Performance Analytics with domain separation Domain separation and Performance Analytics 9. Breakdowns Breakdowns enable you to group or filter indicator scores by a qualitative attribute such as Priority, Category, or Assignment Group. Breakdowns are configurations that allow to analyze trends by specific attribute such as priority, state, age, category, assignment group, etc. Breakdowns can be configured for any indicator. Once configured, breakdowns are visible in the analytics hub and in dashboard widgets. Performance Analytics Breakdowns Automated Breakdowns An automated breakdown uses a breakdown source to determine selectable elements. These are based on a breakdown source, which is a set of records from a table. The breakdown maps these records, known as breakdown elements, with fields on tables that indicators collect scores from. Scores collected from mapped tables can then be grouped and filtered based on the values in the mapped fields and the breakdown elements. Create an automated Breakdown Manual Breakdowns In a manual breakdown, you define the breakdown elements and the indicator scores for each element manually instead of using records from a breakdown source. Manual Breakdowns Breakdown Mappings Mapping between the indicator facts table and breakdown facts table. These mappings identify the fields in the process table that contains the breakdown element that the user wants. Below are the basic steps to configure a Breakdown: Create a Breakdown Source which retrieves all desired breakdown values.Create a Breakdown with structure that links the elements from the table to the field that contains the values.Add the desired indictors in the Breakdown definition.Collect the Data.View the indicator data by breakdown. 10. Performance Analytics Widgets Performance Analytics widgets define visualizations for Indicator scores across multiple dashboards to present a historical overview or a summary of a business process. Types of PA Widgets: Time Series Widget Historical movement of one or more indicators. Breakdown widgets Historical behavior of an Indicator segregating the data by an attribute. Score widgets Summarizes the latest value of an Indicator as a single score. List widgets Presents a scorecard-like list of the most recent score and change of multiple Indicators. Pivot Widget A 2-D summary of the Breakdown Element values of an Indicator. Text analytics and text widgets Reveals patterns in text data fields such as Notes and Descriptions. WorkBench Widget This widget organizes the indicator data across tabs corresponding to breakdown elements. 11. What is a Dashboard? Dashboards combine Performance Analytics Trend, widgets, and reports to monitor the business service. Refer to the following documentation on Dashboards: DashboardsWorking with responsive dashboardsWorking with non-responsive dashboards 12. Reporting Reporting enables you to create and distribute reports that show the current state of instance data, such as the number of open incidents of each priority. Getting started with reportsExploring reportingReporting compared to Performance AnalyticsReporting vs. Performance Analytics: A Decision Made For Effective Data Stories 13. Training Materials and Videos Performance Analytics Fundamentals Performance Analytics Advanced 14. Knowledge Articles Troubleshooting Performance Analytics Performance Analytics Collection Job process Clearing Performance Analytics Score data 15. Common Issues PA Data collection job "Benchmark Data Collection" generating errors in daily data collection logs Resolving high memory usage error during Performance Analytics data collection Optimizing data collection "No data to display" on OOB PA Dashboards Analytics Hub page shows incorrect breakdown filter when elements have no scores Error log throwing up "null: no thrown error" when loading certain Dashboards