Create dashboard to grab metrics per Agents

Question

HI All,

How do you effectively create a dashboard per-person service desk agents for performance analysis using key metrics such as

1. completed tickets per agent
2. SLA success/breached per agent
3. average time open per ticket

over a 30-day period?

Thanks in advance.

Valeriia_Havrylenko_SaaSJet · Answer

Hi @Kashif Rahman

To effectively create a per-agent performance dashboard for your service desk, you can use a combination of Jira’s built-in reports and add-ons for enhanced insights. Here’s how you can approach it:

1. Dashboard Configuration

Use Jira’s Built-in Reports: Velocity charts, SLA reports, and custom dashboards can provide some insights.

Widgets & Filters: Configure dashboards using gadgets like “Issue Statistics,” “Two-Dimensional Filter Statistics,” and “Created vs. Resolved Issues.”

2.Reporting with Time Metrics Tracker Dashboard

For deeper insights and automated calculations, try Time Metrics Tracker | Time Between Statuses. For this just:

* Choose 1 or multiple agents 
* Select Time period for issues 
* Issues that nearly breached the SLA are highlighted in yellow, while those that breached the SLA are highlighted in red.

Add-on developed by my team.

I hope this helps!

Eduardo Anflor - MindPro · Answer

Hi, @Kashif Rahman

Existing Jira dashboard gadgets can handle some issue volume, but they are limited in filtering users and dates. If you are open to it, better and more seamless solutions are available in the marketplace. Creating dashboards for agents should be simple, and I believe you can achieve this using Mindpro Graphy. I work at Mindpro and the app was designed based on use cases like yours.

You can create internal dashboards with dynamic filtering and share them with others in the organization. The gadgets are interactive, and you can quickly filter the entire dashboard by clicking on the chart segments.

If you prefer to have each gadget with independent filtering, the gadgets are also available in Jira standard dashboards. You can create one gadget per agent and keep a centralized dashboard to keep all data visible. You can also add custom or asset gadgets and configure colors, dates, etc.

I hope that helps.

Regards,

Eduardo

Danut M _StonikByte_ · Answer

Hi @Kashif Rahman,

We should be able to generate such stats by using the Jira's Issue Statistics gadget. Also the Two Dimensional Filter Statistics gadget could be helpful

1. completed tickets per agent

Configure the Issue Statstics gadget with a filter that returns all the completed issue in the last 30 days and to display stats by Assignee.

2. SLA breached per agent- same gadget with a filter like this:

"Time to resolution" = breached()

Similar for completed issues per agent:

"Time to resolution" = completed()

3. For the average open per ticket, you will need gadget that can display the average time in status per agent. As far as I know, Jira does not provide such gadget, so you will need an app from Atlassian Marketplace.

In case you want to use a plugin, our Great Gadgets app offers a Time in Status gadget that lets you display average time in status, or status category, per agent.

Also, this app offers a Pivot Table & Pivot Chart gadget that can be used to achieve the requirements #1 and #2. It can display those multi-field stats as a table, heatmap table or charts of various types.

See also https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Danut