Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Custom Jira Scripts with Report Builder: Part 2 ("First Response Time" Report)

Scripted-Reports-2-EN-800x400.jpg"First Response Time" Report in Report Builder

Whether you are working in a support or help desk team: crucial for your success and customer satisfaction is your quick reaction to problems. In technical terms: The First Response Time or First Reply Time to tickets. In order to calculate the response time, a report has to track the time of the customer request’s entry and the time of the first status change made by a customer support representative. After you’ve calculated your First Response Time, you will also be able to calculate your Average First Response Time as well as your Median First Response Time.

In our Report Builder Gallery we now offer a customizable report called First Response Time, which allows this kind of calculation.

The scope in the report can be configured in any way possible for Advanced Search with JQL.

For example:

project = “TEST” AND assignee = currenstuser () AND created > -1d

The report will now create the First Response Times for your current user, linked tickets to the project Test, with the creation date yesterday and today.

Read more about Advanced Searching with JQL 

How the First Response Time is calculated

Time of first response – time of customer request = (# Minutes) First Response Time

First Response Time is calculated by simply subtracting the entry time of the customer request from the time of a status change.

How the Average First Response Time is calculated

To see more of a trend over time, the report calculates the Average First Response Time by dividing the sum of all First Response Times by the number of resolved tickets.

[45 + 70 + 62 + 80 + 58 + 113 + 65] / 7 = 63.3 Minutes Average First Response Time

How the Median First Response Time is calculated

Another helpful variation of this metric is Median First Response Time. To find the median, all the response times are arranged in numerical order and the middle number is selected. Using the same numbers from the previous example, the Median First Response Time would be 65 minutes. Calculating the median reduces the impact of outliers like the 113 minutes response time in this example.

[45, 58, 62, 65, 70, 80, 113] = 65 Minutes Median First Response Time

Pros for calculating the First Response Time

  • Once you’ve calculated your First Response Time, you could use it in your marketing campaigns as an USP.
  • The duration and quality of help is crucial for your customer’s first impression of your support team.
  • It’s critical to establish as fast as possible that a request matters and to communicate it.
  • The shorter your response time, the happier your customers will be.
  • If a customer doesn’t get a response quick enough, he will most likely switch channels to get your attention or even switch vendors.

Cons for calculating the First Response Time

  • The First Response Time only shows when a response has been delivered, but doesn’t reflect if the customer was satisfied with the response. Be sure to track this metric along with Customer Satisfaction (CSAT) to maintain a holistic understanding of the customer experience.

Test Report Builder 30 days for free and discover your possibilities. Already available on the Marketplace.

0 comments

Comment

Log in or Sign up to comment
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you