Powerful service is one of the most important things that people anticipate when connecting with a company. According to the latest stats on customer experience trends 86% of customers are eager to pay extra for a superior customer service experience. You couldn’t jump straight to the stage of resolving client concerns without a set time frame. In order to handle problems quickly, you must keep track of them on the fly. In this circumstance, the Jira gadgets are the first lines of defense. You can keep track of all SLA aspects on your Jira dashboard.
Why is it essential to monitor SLA regularly?
- to ensure that the service is provided on time;
- to notice any emergent problems;
- to increase your SLA effectiveness;
- to enhance communication between the businesses and their customers;
- to avoid SLA breaches.
Gadgets for Jira SLA reporting
SLA Time and Report, for example, is add-on from Atlassian Marketplace that helps you track SLA in Jira. All Jira Core, Software, and Service Management projects can use it. When you need to make reports quickly for each member of your team, Jira dashboard gadgets come in handy. In this article, we’ll look at several native Jira SLA reporting gadgets.
Time to First Response
The first impression heavily influences the client’s experience. Waiting can frustrate even the most patient of customers. Tracking Time to First Response (FTR) is an initial SLA aspect if you want to make an impression of a trustworthy firm.
Use the Time to First Response gadget to receive a rapid summary of your support agents’ efforts. It’s a bar chart that shows the average amount of time it takes to answer a ticket. Select a project or a previously saved Jira filter to get started with FTR. The duration of the time will be presented on the graph view.
It’s critical to examine the average initial response trend to determine whether it’s increasing or decreasing. This Gadget can determine what is slowing down tickets and suggest ideas and ways for colleagues to increase their efficiency.
Resolution Time
You can use the Resolution Time as another gadget in your Jira dashboard to track SLAs. It’s also a bar chart, which aids in tracking the average time it takes to resolve issues. This aids in investigating trends and circumstances. If your Service Level Agreement stipulates a 72-hour time to resolution, keep an eye on the clock to avoid exceeding the time restriction, which would result in a breach of the SLA and sanctions for the company.
To modify the Resolution Time gadget, select a project or filter, a period (hourly, weekly, quarterly, etc. ), and a number of days.
Created vs. Resolved Chart
It’s a good idea to compare the number of created tickets vs. the number of closed tickets over a certain period while monitoring SLA.
Select a project or filter, as well as a frequency (daily, weekly, monthly, quarterly, or yearly) and the number of days to configure this chart. The Created vs. Resolved Chart can be displayed as a count or cumulative graph. It’s the red line, which is supposed to be below the green line. Issues will occur more frequently if the red line is higher. As a result, your team will be unable to tackle the issues, and the project will most likely be late.
While all of the Jira gadgets are mentioned above perform a good job, the lack of customization may prohibit you from getting your report the way you want it. SLA Time and Report add-on allows you to synchronize SLA statuses with issue custom data. You may use this functionality to display SLA statistics on any Jira gadget.
Have you ever used Jira’s dashboard to track SLAs? Share your favorite gadgets and see how SLA Time and Report can help you get real-time statuses.