Mean Time to Resolve (MTTR) KPI

Step 1: Select the data sources you need to analyze.

Step 2: Select metric ‘Time in status’ and add status by your choice, here we are using ‘in progress’, ‘testing’ and ‘review’. By default, the calendar is set to 24/7 but you may select custom calendars that take into account the time zone, work hours and holidays of your teams.

Step 3: Select ‘Avg’ calculation and average by ‘number of issues’. It will take the average for value per week as per defined for x-axis in the ‘Display by’ field.

Step 4: In the Display Settings section choose ‘Display by’ field ‘Resolved’ and select date granularity (by day, week, month etc.). (Optional) Periods with no data may be excluded from the chart by enabling ‘Exclude empty’ in the ‘Display By’ modal window.

Step 5: Set chart type to Area.

If you do not need to set a target for your MTTR report, save your configuration and analyze your chart. If you prefer to utilize our advanced Target feature, proceed with the next easy steps:

Step 6: Switch-on the Target section and keep the ‘Fixed’ tab selected.

Step 7: Select ‘Per x-axis item’ visualization to show percent completion against each x-axis item.

Step 8: Define target level and set it. For our sample configuration it is 10.

Step 9: Indicate the target as negative by selecting ‘Exceeding is’ as ‘Bad’. 

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Step 10: Enable the ‘Threshold warning’ in ‘More settings’ section and set % of Target. It will color the values above that level in amber.

Step 11: Set Target Label of your choice. It will appear as a target line annotation on the chart.