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.
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
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.
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
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
Andrei Pisklenov _Actonic_
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