Decrease the number of cycles in a workflow

Use ‘Cycles in Status’ metric in Performance Objectives app to analyze cycles in certain statuses of your workflow.

There are a number of KPIs that may be created on Jira dashboard using the same metric:

  • Status count ‘Reopened’ for QA team, the one that verified the issue
  • Status count ‘Review’ for Dev team to improve quality of code
  • Cycles in status ‘Testing’ for QA and Dev team to improve attention to detail on each level of certain feature verification
  • Cycles in status ‘In Progress’ for Project manager, Product owner that will improve quality / detail of the requirements

In this article we will show sample configurations suitable for a service desk team using Performance Objectives dashboard gadget.

Reducing the number of cycles through which a support request goes can help you improve service and customer satisfaction.

As a first step, filter out resolved issues for a certain period by Cycles in status ‘Waiting for support’.

Analyze the issues that have gone back and forth more times than expected.

Issues count by Cycles in status "Waiting for support" on bar chart

You can also track the number of cycles your requests go through by ‘Request Type’ or ‘Assignee (History)’ or any other field and get more sense about the conditions behind those numbers.

Issues count by Cycles in status, grouped by request type, on bar chart

See if there is any pattern and build your improvement plan.

As an additional step, you may build another report to set and track target for the maximum average number of cycles for certain request types and/or assignees and monitor the progress for the next period.

Use it together with Time in Status and Time in Assignee metrics for better understanding of Cycle Time and Lead Time.

Here is a sample configuration utilizing ‘Cycles in Status’ metric for status ‘Waiting for support’.

Step 1: Define data source.

Step 2: Select metric Number of issues. Choose calculation ‘sum’.

Step 3: Set Display By to metric ‘Cycles in status’. Customize metric distribution slots to group issues.

Step 4: (Optional) Set Group by to ‘Request Type’ or ‘Assignee (History)’ or any other field you need to analyze.

Save the configuration. You may select datasets of issues directly from the chart for further investigation.

Video recording with the configuration steps:

To set and track target for Avg. Number of cycles in status on your dashboard please use the following configuration steps:

Step 1: Add data source, e.g., all issues created the past 3 months; Assignees A, B, and C; Issue Type ‘Support’.

Step 2: Select Metric ‘Cycles in status’. Choose ‘Avg’ calculation.

Step 3: Select field ‘Request type’ or Assignee (history) for Display by.

Step 4: Switch-on Target section and select tab ‘Fixed’.

Step 5: Set fixed value target for the full metric data.

Step 6: Set target as negative. When ‘Exceeding is’ is set to Bad, the results above the target are considered negative.

Avg. Cycles in status - target settings

Step 7: (Optional) Under ‘More Settings’ section enable ‘Warning threshold’ and select threshold as % of target or fixed number. Fill in label name.

Step 8: (Optional) Under ‘More Settings’ section enable ‘Custom Target Label’ and fill in label name.

Avg. Cycles in status - target settings

Here is the visualization for this configuration with tooltip selected for target achievement:

Avg. Cycles in status with Target