Average Resolution Time

Owned by Polina Georgieva
Aug 07, 2024
2 min read

The gadget used for this report is the Performance Objectives gadget in Tiles view.

Average-resolution-rate-xla-report-jsm.png

 

 

Step 1: Add a data source filtering Resolved issues from the project and time period you wish to analyze.

Step 2: Select 'Time Between' metric and specify:

  • From date: Created

  • To date: Resolved

Step 3: Switch from Sum to Average calculation and keep “by Number of issues”.

Step 4: For Display by select ‘Resolved’ and specify by Week.

average-resolution-time-report-settings.png

 

 

 

Here’s the ‘Time between’ metric configuration in detail. Note, we have selected a custom work calendar for precise time tracking and activated the Friendly metric results format.

For Service projects, you can use the ‘Time to Resolution (SLA)’ metric for this report instead of ‘Time Between’. Here’s an example Mean Time to Resolve (MTTR) KPI report.