PA indicators and breakdowns
Quick answer
Snapshot data over time, define indicators and breakdowns, and avoid the collection mistakes that ruin trends.
Key takeaways
- PA stores history, reports show the present
- Formula indicators derive rates from base indicators
- Breakdowns must be planned before collection begins
- Watch cardinality or collection time explodes
Why snapshots matter
A report shows the state right now. If a ticket closes, yesterday backlog disappears from the report. Performance Analytics collects a scored value on a schedule and stores it, so trends survive record changes.
Indicators
An automated indicator runs a query and stores a score per collection. Formula indicators derive a value from other indicators, for example reopen rate as reopened divided by resolved. Manual indicators exist for values that come from outside the platform.
Breakdowns
Breakdowns are the dimensions you slice by: assignment group, priority, category.
- Keep breakdown cardinality sane, a breakdown by user creates thousands of series
- Related breakdowns let you slice by a field on a referenced table
- Historical breakdowns cannot be added retrospectively, plan them before collection starts
- Data collection jobs should run outside business hours
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Check your understanding
What is the main advantage of an indicator over a report?
- A. Nicer charts
- B. It stores a value per period so trends persist
- C. It runs faster
- D. It bypasses ACLs
Show answer
B. It stores a value per period so trends persist
Scores are recorded at each collection, preserving history.
Which indicator type calculates a rate from two others?
- A. Automated
- B. Formula
- C. Manual
- D. Aggregate
Show answer
B. Formula
Formula indicators combine existing indicators.