Welcome to Metrics and Reports by SolveroX

1-minute user video

Please see our quick overview on YouTube: https://www.youtube.com/watch?v=-hp47BZqFWk.

What do I see in these reports?

You see the three most important metrics to Service Delivery:

1. In the first section called "Bucketed Metrics", you see the response and resolution times, their SLA metrics, and the satisfaction ratings from your customers. All the graphs and tables are interactive.
2. In the second section called "Time on each status", you see the time spent on each status so you can tell whether you wait on customers or internal teams. You can even create math equations like "Development Team = Escalated + Testing" to group statuses.
3. In the third section called "Total vs Resolution", you see the volume for each resolution type compared to the total volume to guide strategic improvements.

Example JQLs to use

• How is our team doing overall since the beginning: project = Helpdesk
• How is our team doing overall for closed work items: project = Helpdesk AND status = Closed
• How is a specific agent doing this year: project = Helpdesk AND assignee = 557058:a311c215-80fc-4184-8cf2-d5ce9b847506 AND created >= -365d
• How was our service to Acme Corp in months: project = Helpdesk AND Organizations = "ACME INC" AND created >= -365d
• How is our service delivery for "Elite Support" package: project = Helpdesk AND "Support Type[Short text]" ~ "Reality Pro SLA"

Write your JQL inside Jira's Advanced search bar and make sure it works there before copying it over.

Need help? Ask your favorite AI assistant to craft the JQL but keep project = your_project_name to scope it.

How can I see the details of the metrics or verify them?

1. Click on any table row to see the work items that make up that bucket.
2. Click on any graph bar to see the subset of work items used to calculate that specific graph.

How are authorization and security handled?

1. This application is available only to Service Desk Agents defined on your Jira instance.
2. Users can see only what they are authorized to, so two agents can run the same JQL and see different data depending on their Jira permissions.

What am I seeing in the "Details" table vs the graphs?

1. Clicking a row in Bucketed Metrics shows all work items that went into that bucket, even if some items did not contribute to every metric.
2. Clicking a bar in a graph shows only the work items used to calculate that specific graph.

How do the calculations work?

For all calculations, only the available metrics are used. If a work item has a first response time but is not yet resolved, it only contributes to first response metrics. Exclude or include items by defining them in your JQL.

All calculations respect SLA timers and calendars whenever they are defined. If an SLA calendar is missing, wall-clock time is used.

What is special about "Time to Done"?

When you create your Jira instance, by default these three statuses are considered as "Done" in the workflow: Cancelled, Resolved, Closed. Many organizations modify this workflow so that only "Closed" is considered as "Done". "Time to Done" gives you the ability to report exactly on what you consider as "done".

• If you do not make any modifications to your workflow, you have "Time to Resolution" SLA defined by default. "Time to done" shows you the time spent between the work item creation and the last status change to any of the "Done" statuses, which includes Resolved. This will make your "Time to done" metric the same with "Time to Resolution" metric.
• If you modify your workflow to define other statuses as "Done", this metric will show the time between work item creation to the last status change to any of those statuses you marked as "Done".
• "Time to Done" is an SLA, so the calculation respects your SLA calendar. If you do not define Time to Done SLA, the calculation will be based on wall-clock time.

Example Scenario: If you both modify your workflow and Time to Done SLA, the metric calculation will regard both: the time between the issue creation to the last transition to any status you defined as "Done" respecting your Time to Done SLA calendar.

To see how Time to Done SLA can be defined, please review the sample below.

Click to view full screen

What does xxx/YYY served from cache - ZZZ issues in error mean?

We always cache the metrics related to the work items pulled from your Jira instance. If any of those work items were pulled before your query, we reuse their data to keep system utilization reasonable. Rest assured that our intelligent caching always keeps data current by applying different cache levels depending on each work item's age and usage.

Issues in error are work items whose data could not be fully pulled from your Jira instance. These are usually transient issues that we already retried several times. If any data is available, even partial, we include it in the current report but avoid caching the item so the next run can try again.

Why do I see "0m" for some work items?

1. You have a fast AI Agent, like TS AI Agent by SolveroX, handling Jira queues and providing near-instant replies.
2. The work items are outside of the SLA calendar they are tied to, so the timer pauses.

Need help? Email [email protected].

Why do I see "-" for some metrics?

Your Jira instance is not collecting that specific data for the project you are reporting on. For example, if Time to Resolution shows "-", you may have removed that SLA or left it without a goal.

You can still use Time to Done to see the time between creation and your defined done status.

What is "Time on each status"? What are the best examples to utilize it?

Many organizations want to see the time spent on work items by department, or compare their own teams versus their customers. You can define basic equations so the table and graph labels display those buckets:

my bucket name that will show as graph label = Average of (status_1 + status_2 + ... + status_n)

status_n = Sum of all statuses that equals to status_n in a Jira work item

Example: focus on two items, SUPPORT-1 and SUPPORT-2. SUPPORT-1 moved to "waiting for support" twice (6m, then 4m) and never to "pending," so it totals 10 minutes in that status. SUPPORT-2 was "waiting for support" once (30m) and "pending" once (20m). The graph shows SUPPORT-1: waiting for support = 10m, pending = 0; SUPPORT-2: waiting for support = 30m, pending = 20m.

The average for "waiting for support" becomes (10 + 30) / 2 = 20 minutes. The average for "pending" becomes (0 + 20) / 2 = 10 minutes. The table and graph honor the rolling period you selected and the timeframe defined by your original JQL.

Please remember that the table/graph respects both the rolling period you picked and the timeframe you defined in the initial JQL for the report.

Examples (up to 10 labels):

• Waiting for Customer = waiting for customer → shows how long, on average, work items wait for customers.
• Waiting for SolveroX Support = waiting for support → shows how long work items wait for your support team.
• Waiting for SolveroX Development = escalated + in progress + pending → shows how long your development or product teams work on items.

What if I dont have capability to manage Jira in house?

SolveroX provides consultancy on Jira, calendars, SLAs, automations, and anything else you need to get the maximum benefit from our applications. Please contact us at [email protected].

What is your pricing policy?

This application is currently available free of charge, but we plan to transition to a paid model in the future. When that time comes, we will clearly communicate the pricing policy and any grace period for existing users.

Open Source Credits

Metrics Reporter is built using incredible open-source software. We are grateful to the following projects:

• React (MIT License) — UI framework.
• Recharts (MIT License) — Data visualization.

Full license notices for these components are available in their respective public repositories and documentation.

How do I contact support?

Please reach us at [email protected].