Average Cycles in Status 'Waiting for Support' by Request Type
This report tracks the average number of cycles issues go through while in the 'Waiting for Support' status, segmented by request type. With a set maximum of 2 cycles, it helps identify how often issues remain in this status and provides insights into potential delays or inefficiencies in support workflows.
Step 1: Add data source, e.g., all issues created the past 3 months; Assignees A, B, and C; Issue Type ‘Support’.
Step 2: Select Metric ‘Cycles in status’. Choose ‘Avg’ calculation.
Step 3: Select field ‘Request type’ or Assignee (history) for Display by.
Step 4: Switch-on Target section and select tab ‘Fixed’.
Step 5: Set fixed value target for the full metric data.
Step 6: Set target as negative. When ‘Exceeding is’ is set to Bad, the results above the target are considered negative.
Step 7: (Optional) Under ‘More Settings’ section enable ‘Warning threshold’ and select threshold as % of target or fixed number. Fill in label name.
Step 8: (Optional) Under ‘More Settings’ section enable ‘Custom Target Label’ and fill in label name.
