Does Analytics product support trending charts ?

[Shraddha]

Hi Team,

We have an ask to fulfill using Analytics that pertains to creating charts that displays trends. The end user would like to see how the TTR(time to resolution) metric is trending month over month.

Is this possible using Analytics? How? Can i get some sample/examples OR articles to refer?

Thanks

[Steven Drury]

Hey @Shraddha

Depends if you want to see the SLA for TTR, or you want the actual time taken to resolve the issue. 

For the SLA, look at the "Incidents breaching SLA/not breaching SLA" chart template. This should show you a trend based on a SLA. 

For the actual time, you could use lots of examples in the templates to see how the time to resolution is calculated. 

Thanks,
Steve

[Shraddha]

Hi @Steven Drury yes the actual time.

We do have reports that calculate TTR but it should values in days for a given team member for given time period.

Ideally we would want to see the trend of these actual times per month.

[Steven Drury]

It would be possible, once you have all your information. 

First, query all the issue data you want, but at a minimum the issue id, resolution date (days) and assignee id.

Join that query to the organisational data on assignee id so that you can get the assignees display name or email. 

Group by resolution data and assignee, but then count by the number of issue id and you will have your trend. 

If you are doing this for multiple assignees it will be chaos. I would also put a control in to select the assignee and then use that to filter your issues.