First Response Time (FRT)

Measure and improve your customers satisfaction with the various KPIs you can track in your Jira with Performance Objectives: Charts for Jira app.

Track Time to first response in Jira as one of indicators for customer service quality if you work in a support center or help desk.

The KPI presents the time between an issue is raised and the first interaction from Support and is calculated as an average of the issue timings for the evaluated period.

FirstResponseTime chart

With the capabilities of the Performance Objectives: Charts for Jira app, you can set and track this KPI in several ways using your Jira data, and none of them require creating custom fields.

1. First Response Time using Jira Service Management metrics for SLA analyses

Please find the configuration steps below:

FRT using SLA Settings1.1

Step 1: Identify Jira issues to analyze and set them into the Data Source. Here you have multiple options to select users/groups, projects, issue types etc. (for more information, please check the Configuration overview page).

Step 2: Select field ‘Time to first response’ from Metric Group ‘SLA’, then choose SLA metric ‘Elapsed (h)’, and SLA Cycles ‘All cycles’.

Step 3: Select Average calculation. It will be calculated based on the number of issues.

Step 4: In display settings choose ‘Horizontal’ chart.

Step 5: Change the ‘Created’ date granularity on your preference. In our case it is month. By switching it from week to month there will be less items on the x-axis, which will benefit the readability of the chart.

FRT using SLA Settings1.2 1

(Optional) You may also group data by field of your choice, e.g., issue type, assignee, components, priority, etc.

Step 6: Switch-on the Target section and leave the ‘Fixed’ tab selected.

Step 7: Set the target results to be calculated per x-axis item.

Step 8: Set target level. In the sample configuration case, it is 3 h.

Step 9: Set target as negative by setting ‘Exceeding is’ to ‘Bad’. That means that when the target is exceeded, the percentages given as result will be colored in red.

Step 10: Set ‘Warning threshold’ level that will color in Amber the results that are above its level.

Step 11: Set ‘Custom Target Label’ with a label of your choice, e.g., “FRT: 3h”.

Please check the detailed settings on the following recording with the ‘Performance Objectives’ dashboard gadget, using ‘Time to first response’ metric (video is 01:03 min.):

2. First Response Time using ‘Time between events

Please check the following recording with the ‘Performance Objectives’ dashboard gadget, using time between events ‘Created’ and ‘First date in status’ (‘Waiting for customer):

3. According to process workflow adapted by your team, you can also use the following metrics to measure Time to First Response: ‘Time in assignee‘ (unassigned); ‘Time between events‘: from ‘Created’ to ‘First date in status’ (Progress Started).

If you need further help with configuring your reports and KPIs, please contact our Support team.

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