First Response Time (FRT)

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

The first interaction might be associated with a particular step in issue workflow e.g. “In Progress” and the time of the transition action to be captured in a custom field as given under following 3 min JIRA configuration steps.

KPI First Response Time (FTR)

Please check following step by step recording with the KPI configuration that uses Performance Trend JIRA dashboard gadget:

KPI First Response Time (FTR)