How does the First response time chart work?
I'm using the Time to First Response gadget in one of my Jira dashboards. Occasionally, I notice that the average first response time displayed is quite high—sometimes 57 hours, 50 hours, etc.—and I'm unsure how this is being calculated.
For instance, we received a ticket on Friday night, outside of our office hours. According to our SLA setup, the timer stops during weekends and non-office hours. We responded on Monday morning, within the SLA. However, the chart still shows an average FRT of 57 hours.
I'm curious about how this calculation is made, as the long response times displayed on the chart are quite frustrating when I look at the dashboard. :(
Best,
Annu
1 answer
Mark Higgins
Community Leader 
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