Hi!
I have a JSM project where the same agent is the assignee throughout the whole life cycle in 99% of cases. I have a dashboard where the department can see its overall performance in various KPIs, like SLAs, etc.
What I hope to achieve is to have the same dashboard view filtered down to levels of team hierarchy, so everyone can check their aggregated or individual figures relevant to their role based on the assignee dimension.
Such a hierarchy would be:
Department managers - view for all aggregated data
|- Team leaders - view their team members' aggregated data
|- Squad leaders - view their squad members' data
|- Agents - view their individual KPIs
Can I do this without defining custom measures and recreating the dashboards for every Team and Squad? Regarding individual views for agents, I’m aware I can use the currentUser function.
What I hope for is that I can define some custom hierarchy listing the names of team members and use it like a page filter, and people can just quickly select the level of hierarchy they’re interested in on the same dashboard (or save a few views of dashboards). It would be much less hassle than maintaining many calculated members with the list of names over time.
Thanks!