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Category: KPI Examples

Created vs. Resolved vs. etc.

October 30, 2019 Mary Robinson
Performance Objectives - Date Range configuration

The option “Range Date” in display by allows side by side comparison of different type of date events and build…

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Posted in: Data Segmentation, Operation KPIs Filed under: All KPIs, Operations KPIs

First Contact Resolution (FCR)

September 17, 2019 Kevin Davis
KPI First Contact Resolution

The KPI measures the percent of the requests / issues resolved on first interaction with Support team. There is proved…

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Posted in: Operation KPIs Filed under: All KPIs, Operations KPIs

First Response Time (FRT)

September 13, 2019 Mary Robinson
KPI First Response Time (FTR)

The KPI presents the time between issue get raised and the first interaction from support and often is calculated as…

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Posted in: Operation KPIs Filed under: All KPIs, Operations KPIs

Cycle Time KPI

September 12, 2019 Mary Robinson
Operations KPI: Cycle Time

Measuring avg. time between start and end of each stage of the process is key for identifying bottlenecks. Please check…

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Posted in: Data Grouping, Development KPIs, Operation KPIs Filed under: All KPIs, Development KPIs, Operations KPIs, Project Delivery KPIs, QA KPIs

% of High Severity Defects KPI

Mary Robinson
KPI Percent High Severity Bugs

The percent of high severity defects is another good metric to be tracked. It take ratio between issues with high…

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Posted in: Data Segmentation, Development KPIs Filed under: All KPIs, Development KPIs, QA KPIs

Defect Removal Efficiency (DRE)

September 11, 2019 Mary Robinson
KPI Defect Removal Efficiency (DRE)

This is widely spread KPI adoped by many agile teams. The formula to measure looks like following: DRE = (A…

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Posted in: Data Segmentation, KPI Examples, QA KPIs Filed under: All KPIs, QA KPIs

Bugs missed by engineering KPI

Kevin Davis
Bugs not catched by qa and dev team

A good KPI is to track number of defect raised outside engineering team. Most of them are likely end user…

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Posted in: KPI Examples, QA KPIs Filed under: All KPIs, QA KPIs

Mean Time to Resolve (MTTR)

August 21, 2019 Mary Robinson
KPI Average Time Between events

Set target as % of average time from ‘Start Progress’ to ‘Resolve’ events to track popular KPI like MTTR. It…

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Posted in: Project Delivery KPIs Filed under: All KPIs, Operations KPIs, Project Delivery KPIs

Complexity impact on performance

Mary Robinson
Complexity impact on performance

Understand on average time of delivering Stories with certain complexity and evaluate their estimation accuracy, requirements quality or developer expertise…

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Posted in: Project Delivery KPIs Filed under: All KPIs, Project Delivery KPIs

Improvement vs. previous period KPI

Mary Robinson
Quarter on Quarter improvement goal

Set & track target as % of improvement of certain metric vs previous period. Example KPI configuration below sets goal…

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Posted in: Project Delivery KPIs Filed under: All KPIs, Project Delivery KPIs

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