[Jira Dashboard] Display specific agent's CSAT and SLA metrics

Vandyck Lai Kai Yong

Hey Folks, I am handling a task in creating a dashboard that shows a specific agent with their respective CSAT rating and SLA metrics in all projects.

 

From what I explored, I found out that it is possible to create a report  in just one project (As shown in screenshot below).

 

So I am wondering it is possible to use these metrics and apply to all projects.  

 

Walter Buggenhout

Hi @Vandyck Lai Kai Yong,

With out of the box Jira, you could build your charts project by project and then add multiple gadgets to a single dashboard, each representing a project.

Or you could create Jira filters that group the data across multiple projects. Examples could be:

All issues assigned to the logged in user:

Project in (ProjectA, ProjectB, ProjectC) AND assignee = currentUser()

All issues where SLA was breached 

Project in (ProjectA, ProjectB, ProjectC) AND assignee = currentUser()
AND "Response Time" = Breached()

You can then use these aggregated data as sources to existing dashboard gadgets. See this support article for more useful JQL functions.

You will probably find that both approaches have their limitations. For a more solid reporting solution, it is probably best to have a look at the options of using a BI reporting solutions you may already have available in your organization or check out a marketplace app for reporting.

Hope this helps!