{"id":2679,"date":"2020-11-20T12:59:19","date_gmt":"2020-11-20T11:59:19","guid":{"rendered":"https:\/\/www.actonic.de\/?p=2679"},"modified":"2023-03-31T10:07:30","modified_gmt":"2023-03-31T08:07:30","slug":"jira-first-response-time","status":"publish","type":"post","link":"https:\/\/actonic.de\/en\/jira-first-response-time\/","title":{"rendered":"Jira First Response Time: custom Jira Scripts with Report Builder | part 2"},"content":{"rendered":"

[vc_row][vc_column][heading title=”“First Response Time“ Report
\nin Report Builder” heading=”h2″ text_align=”center” font_weight=”” el_id=”1604408738168-6dca5e40-a490″][vc_column_text]In our Report Builder<\/a> Gallery we now offer a customizable report called\u00a0First Response Time<\/em>, which allows this kind of calculation.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”2683″ img_size=”full”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]The scope in the report can be configured in any way possible for Advanced Search with JQL.<\/p>\n

For example:<\/u><\/strong><\/p>\n

project = “TEST” AND assignee = currenstuser () AND created > -1d<\/p>\n

The report will now create the First Response Times for your current user, linked tickets to the project Test, with the creation date yesterday and today.<\/p>\n

Read more about\u00a0Advanced Searching with JQL\u00a0<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][heading title=”How the First Response Time is calculated” heading=”h2″ font_weight=”” el_id=”1604408849349-0c70b058-b881″][vc_column_text]<\/p>\n

Time of first response\u00a0–\u00a0time of customer request\u00a0=\u00a0(# Minutes) First Response Time<\/strong><\/p>\n

First Response Time is calculated by simply subtracting the entry time of the customer request from the time of a status change.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][heading title=”How the Average First Response Time is calculated” heading=”h2″ font_weight=”” el_id=”1604408892925-081a1427-0b7f”][vc_column_text]To see more of a trend over time, the report calculates the Average First Response Time by dividing the sum of all First Response Times by the number of resolved tickets.<\/p>\n

[45 + 70 + 62 + 80 + 58 + 113 + 65] \/ 7 = 63.3 Minutes Average First Response Time<\/strong><\/p>\n

<\/div>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][heading title=”How the Median First Response Time is calculated” heading=”h2″ font_weight=”” el_id=”1604408943118-12f230a2-85c3″][vc_column_text]Another helpful variation of this metric is Median First Response Time. To find the median, all the response times are arranged in numerical order and the middle number is selected. Using the same numbers from the previous example, the Median First Response Time would be 65 minutes. Calculating the median reduces the impact of outliers like the 113 minutes response time in this example.<\/p>\n

[45, 58, 62, 65, 70, 80, 113] = 65 Minutes Median First Response Time<\/strong><\/p>\n

<\/div>\n

[\/vc_column_text][vc_empty_space][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][heading title=”Pros for calculating the First Response Time” heading=”h2″ font_weight=”” el_id=”1604409159351-e49eefa5-7fc8″][vc_column_text]<\/p>\n

    \n
  • Once you’ve calculated your First Response Time, you could use it in your marketing campaigns as an USP.<\/li>\n
  • The duration and quality of help is crucial for your customer\u2019s first impression of your support team.<\/li>\n
  • It\u2019s critical to establish as fast as possible that a request matters and to communicate it.<\/li>\n
  • The shorter your response time, the happier your customers will be.<\/li>\n
  • If a customer doesn’t get a response quick enough, he will most likely switch channels to get your attention or even switch vendors.<\/li>\n<\/ul>\n

    [\/vc_column_text][\/vc_column][vc_column width=”1\/2″][heading title=”Cons for calculating the First Response Time” heading=”h2″ font_weight=”” el_id=”1604408989674-67b1d1d5-d394″][vc_column_text]<\/p>\n

      \n
    • The First Response Time only shows when a response has been delivered, but doesn\u2019t reflect if the customer was satisfied with the response. Be sure to track this metric along with Customer Satisfaction (CSAT) to maintain a holistic understanding of the customer experience.<\/li>\n<\/ul>\n

      [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space][vc_column_text el_class=”subhead”]<\/p>\n

      Try the report in a 30 day free trial<\/p>\n

      [\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

      Crucial for your success and customer satisfaction is your quick reaction to problems. Track with our customizable “First Response Time” report how quick your customer support teams are working and find out what can be optimized.<\/p>\n","protected":false},"author":11,"featured_media":2835,"comment_status":"open","ping_status":"open","sticky":false,"template":"single_cta.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[240],"tags":[280,291],"class_list":["post-2679","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-time-resource-management","tag-jira-en","tag-report-builder-en"],"acf":[],"yoast_head":"\nJira First Response Time: custom Jira Scripts with Report Builder | part 2 - Actonic \u2013 Unfolding your potential<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/actonic.de\/en\/jira-first-response-time\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Jira First Response Time: custom Jira Scripts with Report Builder | part 2\" \/>\n<meta property=\"og:description\" content=\"Crucial for your success and customer satisfaction is your quick reaction to problems. Track with our customizable "First Response Time" report how quick your customer support teams are working and find out what can be optimized.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/actonic.de\/en\/jira-first-response-time\/\" \/>\n<meta property=\"og:site_name\" content=\"Actonic \u2013 Unfolding your potential\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-20T11:59:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-31T08:07:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"585\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Viktoria Kvindt\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Viktoria Kvindt\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/\"},\"author\":{\"name\":\"Viktoria Kvindt\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#\\\/schema\\\/person\\\/91149a0b48ddec8e95d5b9a6ae4b68f0\"},\"headline\":\"Jira First Response Time: custom Jira Scripts with Report Builder | part 2\",\"datePublished\":\"2020-11-20T11:59:19+00:00\",\"dateModified\":\"2023-03-31T08:07:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/\"},\"wordCount\":629,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2020\\\/11\\\/Scripted-Reports-2-EN.jpg\",\"keywords\":[\"Jira\",\"Report Builder\"],\"articleSection\":[\"Time- & Resource Management\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/\",\"url\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/\",\"name\":\"Jira First Response Time: custom Jira Scripts with Report Builder | part 2 - Actonic \u2013 Unfolding your potential\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2020\\\/11\\\/Scripted-Reports-2-EN.jpg\",\"datePublished\":\"2020-11-20T11:59:19+00:00\",\"dateModified\":\"2023-03-31T08:07:30+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#\\\/schema\\\/person\\\/91149a0b48ddec8e95d5b9a6ae4b68f0\"},\"breadcrumb\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#primaryimage\",\"url\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2020\\\/11\\\/Scripted-Reports-2-EN.jpg\",\"contentUrl\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2020\\\/11\\\/Scripted-Reports-2-EN.jpg\",\"width\":1200,\"height\":585},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-first-response-time\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/actonic.de\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Jira First Response Time: custom Jira Scripts with Report Builder | part 2\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/actonic.de\\\/en\\\/\",\"name\":\"Actonic \u2013 Unfolding your potential\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/actonic.de\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#\\\/schema\\\/person\\\/91149a0b48ddec8e95d5b9a6ae4b68f0\",\"name\":\"Viktoria Kvindt\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/c46b8a812df855d9f6d75d7a83d78b7325163285f00b181bdb95b75be561b484?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/c46b8a812df855d9f6d75d7a83d78b7325163285f00b181bdb95b75be561b484?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/c46b8a812df855d9f6d75d7a83d78b7325163285f00b181bdb95b75be561b484?s=96&d=mm&r=g\",\"caption\":\"Viktoria Kvindt\"},\"url\":\"https:\\\/\\\/actonic.de\\\/en\\\/author\\\/viktoria-kiefel\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Jira First Response Time: custom Jira Scripts with Report Builder | part 2 - Actonic \u2013 Unfolding your potential","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/actonic.de\/en\/jira-first-response-time\/","og_locale":"en_US","og_type":"article","og_title":"Jira First Response Time: custom Jira Scripts with Report Builder | part 2","og_description":"Crucial for your success and customer satisfaction is your quick reaction to problems. Track with our customizable \"First Response Time\" report how quick your customer support teams are working and find out what can be optimized.","og_url":"https:\/\/actonic.de\/en\/jira-first-response-time\/","og_site_name":"Actonic \u2013 Unfolding your potential","article_published_time":"2020-11-20T11:59:19+00:00","article_modified_time":"2023-03-31T08:07:30+00:00","og_image":[{"width":1200,"height":585,"url":"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg","type":"image\/jpeg"}],"author":"Viktoria Kvindt","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Viktoria Kvindt","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#article","isPartOf":{"@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/"},"author":{"name":"Viktoria Kvindt","@id":"https:\/\/actonic.de\/en\/#\/schema\/person\/91149a0b48ddec8e95d5b9a6ae4b68f0"},"headline":"Jira First Response Time: custom Jira Scripts with Report Builder | part 2","datePublished":"2020-11-20T11:59:19+00:00","dateModified":"2023-03-31T08:07:30+00:00","mainEntityOfPage":{"@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/"},"wordCount":629,"commentCount":0,"image":{"@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#primaryimage"},"thumbnailUrl":"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg","keywords":["Jira","Report Builder"],"articleSection":["Time- & Resource Management"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/actonic.de\/en\/jira-first-response-time\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/","url":"https:\/\/actonic.de\/en\/jira-first-response-time\/","name":"Jira First Response Time: custom Jira Scripts with Report Builder | part 2 - Actonic \u2013 Unfolding your potential","isPartOf":{"@id":"https:\/\/actonic.de\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#primaryimage"},"image":{"@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#primaryimage"},"thumbnailUrl":"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg","datePublished":"2020-11-20T11:59:19+00:00","dateModified":"2023-03-31T08:07:30+00:00","author":{"@id":"https:\/\/actonic.de\/en\/#\/schema\/person\/91149a0b48ddec8e95d5b9a6ae4b68f0"},"breadcrumb":{"@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/actonic.de\/en\/jira-first-response-time\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#primaryimage","url":"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg","contentUrl":"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg","width":1200,"height":585},{"@type":"BreadcrumbList","@id":"https:\/\/actonic.de\/en\/jira-first-response-time\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/actonic.de\/en\/"},{"@type":"ListItem","position":2,"name":"Jira First Response Time: custom Jira Scripts with Report Builder | part 2"}]},{"@type":"WebSite","@id":"https:\/\/actonic.de\/en\/#website","url":"https:\/\/actonic.de\/en\/","name":"Actonic \u2013 Unfolding your potential","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/actonic.de\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/actonic.de\/en\/#\/schema\/person\/91149a0b48ddec8e95d5b9a6ae4b68f0","name":"Viktoria Kvindt","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/c46b8a812df855d9f6d75d7a83d78b7325163285f00b181bdb95b75be561b484?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/c46b8a812df855d9f6d75d7a83d78b7325163285f00b181bdb95b75be561b484?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c46b8a812df855d9f6d75d7a83d78b7325163285f00b181bdb95b75be561b484?s=96&d=mm&r=g","caption":"Viktoria Kvindt"},"url":"https:\/\/actonic.de\/en\/author\/viktoria-kiefel\/"}]}},"jetpack_featured_media_url":"https:\/\/actonic.de\/wp-content\/uploads\/2020\/11\/Scripted-Reports-2-EN.jpg","_links":{"self":[{"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/posts\/2679","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/comments?post=2679"}],"version-history":[{"count":0,"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/posts\/2679\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/media\/2835"}],"wp:attachment":[{"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/media?parent=2679"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/categories?post=2679"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/actonic.de\/en\/wp-json\/wp\/v2\/tags?post=2679"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}