First Response Time (FRT) KPI
This report monitors the average First Response Time (FRT) and tracks SLA compliance, with a set maximum threshold for response times. It helps teams ensure they are meeting customer expectations for timely initial responses, providing insights into areas for improvement and identifying potential delays in the support process.
Step 1: Identify the issues for analysis and set them into the Data Source.
Step 2: Choose the ‘Time to First Response’ field from the Metric Group ‘JSM’. Then, opt for the SLA metric ‘Elapsed (h)’ and SLA Cycles ‘All cycles’.
Step 3: Select the Average calculation based on the total number of issues.
Step 4: Display data by ‘Created’ field. Adjust the granularity of the ‘Created’ date according to your preference. For instance, setting it to monthly intervals enhances chart readability.
(Optional) You may also group data by field of your choice, e.g., issue type, assignee, components, priority, etc.
Step 5: Activate the Target section and keep the ‘Fixed’ tab selected.
Step 6: Configure target results to be calculated per x-axis item.
Step 7: Set target level. In our example, it is set to 4 hours.
Step 8: Define the target as negative by setting ‘Exceeding is’ to ‘Bad’. This causes results exceeding the target to be highlighted in red.
Step 9: Establish a ‘Warning threshold’ level, which will highlight results above this threshold and below the target in amber.
Step 10: Customize the ‘Custom Target Label’ with a descriptor of your choice, such as “Max 4 hours”.
