SolveroX
Metrics and Reports by SolveroX

Metrics and Reports by SolveroX

One-click tables and dashboards for Jira-powered service delivery.

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Metrics and Reports by SolveroX delivers the essential Jira Service Management (JSM) metrics you need to monitor and improve your support performance in one click. It automatically pulls all required data directly from Jira Service Management and generates clear, actionable reports on response times, resolution times, SLA compliance, and customer satisfaction. Interactive tables and charts provide visibility into SLA success rates, CSAT scores, status distribution, and resolution breakdowns - giving you the insights needed to make informed, strategic decisions.

Metrics and Reports run report summary view Metrics and Reports interactive tables Metrics and Reports charts that visualize performance Metrics and Reports time-on-status view Metrics and Reports resolution distribution report

Visualize your service delivery in seconds:

  1. Key metrics to assess your service delivery
  2. Clear and easily interpretable information for your stakeholders
  3. SLA compliance
  4. Interactive dashboards and export features

What does this application do?

Get all the JSM reports and metrics that matter the most across any part of your support delivery with one click - whether by specific customer, SLA support package, geography, priority level, or support provided by selected team members or teams. Steer your support delivery & strategy according to the insights to the right direction.

  • Time to First Response & its SLA success rate
  • Time to Resolution & its SLA success rate
  • Time to Done & its SLA success rate
  • Customer Satisfaction ratings
  • Time spent on each status for your Jira work items
  • How you close (resolution types) your Jira work items

How does it work?

You only specify the Jira work items you want to get a report for. You write any JQL that Atlassian permits, and you get all the reports, metrics, tables and graphs for the matching JQL set. You can get reports for specific customers, geographies, support packages, team members, time periods, etc.

Metrics and Reports run report screen highlighting Jira work item distribution

Metrics and Reports application automatically captures all the relevant data to produce the tables and graphs you can rely on. All the tables and graphs are interactive. All timers respect your SLA calendars, pausing exactly how your SLAs are defined.

Interactive tables and charts inside Metrics and Reports

You have the luxury to export the data and create any graph you want, but why would you do that when there are already perfectly crafted graphs ready to consume?

Pre-built graphs provided by Metrics and Reports

See exactly where work items wait and which teams own the time, so you can adjust staffing or processes immediately. Simply provide free-style mathematical equations to specify which teams are using which statuses.

Time on each status visualization in Metrics and Reports

See how you close your Jira work items and compare it to the total incoming volume to get insights.

Visualization of Jira work item resolutions versus total volume

It really is one click: paste a JQL, pick your rolling period, and Metrics and Reports packages the rest. This application does not only provide you verifiable metrics but also ensures that whoever runs the report can see only what s/he is authorized to see.

Outcomes

The metrics reported with this application will provide end to end visibility for your Jira Service Management (JSM) and delivery quality.

SLA clarity
Informed strategic decisions
Service delivery quality

Operational visibility

  • Trustworthy SLA tracking for every customer or support tier
  • Instant comparisons across regions, segments, or packages
  • Proof to back every metric with one click into the source work items

Customer experience

  • Know exactly where response or resolution delays happen
  • Correlate satisfaction scores with SLA performance
  • Share credible updates with leadership or customers immediately

FAQs

What do I see in these reports?

You see the three most important metrics to Service Delivery:

  1. In the first section called "Bucketed Metrics", you see the response and resolution times, their SLA metrics, and the satisfaction ratings from your customers. All the graphs and tables are interactive.
  2. In the second section called "Time on each status", you see the time spent on each status so you can tell whether you wait on customers or internal teams. You can even create math equations like "Development Team = Escalated + Testing" to group statuses.
  3. In the third section called "Total vs Resolution", you see the volume for each resolution type compared to the total volume to guide strategic improvements.
Example JQLs to use
  • How is our team doing overall since the beginning: project = Helpdesk
  • How is our team doing overall for closed work items: project = Helpdesk AND status = Closed
  • How is a specific agent doing this year: project = Helpdesk AND assignee = 557058:a311c215-80fc-4184-8cf2-d5ce9b847506 AND created >= -365d
  • How was our service to Acme Corp in months: project = Helpdesk AND Organizations = "ACME INC" AND created >= -365d
  • How is our service delivery for "Elite Support" package: project = Helpdesk AND "Support Type[Short text]" ~ "Reality Pro SLA"

Write your JQL inside Jira's Advanced search bar and make sure it works there before copying it over. Need help? Ask your favorite AI assistant to craft the JQL but keep project = your_project_name to scope it.

How can I see the details or verify metrics?
  1. Click on any table row to see the work items that make up that bucket.
  2. Click on any graph bar to see the subset of work items used to calculate that specific graph.
How are authorization and security handled?
  1. This application is available only to Service Desk Agents defined on your Jira instance.
  2. Users can see only what they are authorized to, so two agents can run the same JQL and still see different data depending on their Jira permissions.
Why might tables and graphs show different work items?
  1. Clicking a row in Bucketed Metrics shows all work items that went into that bucket, even if some items did not contribute to every metric.
  2. Clicking a bar in a graph shows only the work items used to calculate that specific graph.
How do the calculations work?

For all calculations, only the available metrics are used. If a work item has a first response time but is not yet resolved, it only contributes to first response metrics. Exclude or include items by defining them in your JQL.

All calculations respect SLA timers and calendars whenever they are defined. If an SLA calendar is missing, wall-clock time is used.

What is special about "Time to Done"?

Time to Done lets you report on whatever statuses your workflow considers done. If your workflow treats Cancelled, Resolved, and Closed as done, Time to Done matches Time to Resolution. If you define different done statuses, Time to Done measures the path to the last transition into those statuses. It is an SLA, so calculations respect your Time to Done calendar whenever it exists.

Need help defining Time to Done SLA? The documentation includes a sample configuration you can follow.

What does "served from cache" mean?

Metrics and Reports caches data pulled from your Jira instance to keep the experience fast. Cached items still reflect recent information thanks to tiered refresh logic that prioritizes newer work items.

Items in error are work items whose data could not be fully fetched after several retries. If partial data exists it is used, but those items are not cached so the next run can retry.

Why do I see "0m" for some work items?
  1. You have a fast AI Agent, like TS AI Agent by SolveroX, handling Jira queues and providing near-instant replies.
  2. The work items are outside of the SLA calendar they are tied to, so the timer pauses.

Need help? Email support [at] solverox [dot] com.

Why do I see "-" for some metrics?

Your Jira instance is not collecting that specific data for the project you are reporting on. For example, if Time to Resolution shows "-", you may have removed that SLA or left it without a goal. You can still use Time to Done to see the time between creation and your defined done status.

What is "Time on each status" and how do I use it?

Many organizations want to see time spent according to departments or customers. You can define equations for your labels:

my bucket name = Average of (status_1 + status_2 + ... + status_n)

status_n = Sum of all statuses that equals status_n in a Jira work item

The table and graph respect the rolling period you picked and the timeframe of the JQL. Example labels you can build:

  • Waiting for Customer = waiting for customer -> average time spent waiting for customers.
  • Waiting for SolveroX Support = waiting for support -> average time your support team holds items.
  • Waiting for SolveroX Development = escalated + in progress + pending -> average time development spends.
What if I don't have Jira expertise in house?

SolveroX provides consultancy on Jira, calendars, SLAs, automations, and anything else you need to get the maximum value from our applications. Contact [email protected].

What is your pricing policy?

This application is currently available free of charge, but we plan to transition to a paid model in the future. When this happens, we will have clear communication on the pricing policy and the grace period for existing users.

How do I contact support?

Please reach us at support [at] solverox [dot] com.

Contact

Need more info or have feedback? Please e-mail us at support [at] solverox [dot] com