Proactive Resolution Rate (PRR) Report

Owned by Polina Georgieva
Aug 07, 2024
2 min read

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

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

Step 1: Add two data sources:

  • Data source A: Includes bugs identified by the customer support team and reported to the engineering team for resolution before being raised by end users. This may lead to reduced resolution times and a lower possibility for end users to encounter the problem.

  • Data Source 2: Includes all bugs reported during the same period for the same project.

Step 2: Select Formula metric tab and add formula metric name (e.g. PRR Rate).

Step 3: Add two formula parameters:

  • P1: Number of issues from data source A

  • P2: Number of issues from data source B

Step 4: Type formula equation: (P1/P2)*100 to calculate the percent ratio.

Step 5: For Display by select ‘Resolved’ field and specify by Month.

Proactive-rate-report-settings.png

If you want to fine-tune your report, you can apply additional JQL in both data sources to exclude duplicate issues (reported both by the support team and customers) by using the query resolution not in (Duplicate)

 

 

 

Here’s how we configured Data Source A: Includes bugs identified by the customer support team that were reported to the engineering team for resolution before being raised by end users. This data source focuses on proactive bug detection and resolution.