How to calculate time to resolution in Jira
In the context of the Support department, time to resolution means the time it takes for support managers to review and successfully resolve a problem or request from a customer. This metric is one of the KPIs the support department tracks to measure their effectiveness in resolving issues. Problem resolution time is a critical factor in customer satisfaction and affects the overall customer experience, loyalty to the company, etc.
Measuring this metric is an essential task in the workflows of support services. So, let's talk about it in more detail.
Critical aspects of time to resolution in support’s workflow
Measurement period
Problem resolution time is typically measured from when a customer submits a support request to when the problem is successfully resolved. It is important to note that each company's periods are particular and individual. That is, you can't say that this status means the beginning of the period and the end. There may be many intermediate statuses between these two, various branches, etc. You need to consider all of this and determine the correct period for your company.
Metrics and SLAs
Companies often set specific metrics and SLAs for the time it takes to resolve various issues.
Response Time vs. Resolution Time
It's worth remembering that resolution time is not equal to response time. Response time measures the time it takes for the support team to acknowledge a customer's request. And resolution time includes the activities required to resolve the problem.
Customer Communication
Timely and effective communication with the customer during the problem-resolution process is crucial. It is necessary to inform the client about the progress and expected time of the problem resolution, which helps to create a positive impression of the client who has contacted the support service.
Continuous Improvement
This aspect is directly related to Customer Satisfaction Impact.
After all, the support department needs continuous improvement. It is necessary to analyze data on problem resolution time to identify bottlenecks constantly. Based on such analyses, the process is further optimized, and if necessary, additional training of support agents or the introduction of customer self-service technologies.
Time to resolution directly affects customer satisfaction. And this metric requires constant monitoring. This is possible by implementing the Time Between Statuses app into the support workflow.
Determining resolution time in Jira: a step-by-step guide
Here's how to calculate the time to resolution in the Time Between Statuses app.
1. Define the statuses in your Jira workflow that represent the beginning and end of the resolution process. It all starts with the process of configuring status groups. After determining which statuses represent the beginning and which statuses represent the end of the issue resolution process, you need to enter this information into the app. Name the group, select the project, and define the statuses.
The Configuration Overview will briefly summarize all your settings. If everything is okay, click the Save button.
3. So, go to the app's main page and select the appropriate project and status of the group configured in the previous step. You can also make a report on a single Assignee. Also, set the necessary time frame within which you want to analyze time to resolution.
As you can see, the Time Between Statuses addon highlighted in red the tasks that did not fall within the time frame we set when configuring the group status.
You can export reports in Excel and CSV formats for further analysis or reporting.
So, by consistently monitoring and optimizing time to resolution, support teams can enhance their efficiency, meet customer expectations, and ultimately contribute to higher customer satisfaction and loyalty.
Why not start right now? You get 30 days of trial, and Time Between Statuses is free for teams of up to 10 users.
See you soon! ☺️
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Iryna Komarnitska_SaaSJet_
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