Performance Metrics

Questions & Answers
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1

Hi,

Im new to EazyBI and something we are trialling at present.

We currently record resolution targets for our support agents outside of Jira Service Management, but we’re trialling eazyBI to track these targets more effectively.

Each agent has a daily resolution target (e.g. 10 tickets per day but not all targets are the same). As an example, over a 10-day working period, we’d expect them to resolve 100 tickets. However, we’d like to adjust these targets when an agent has logged internal activity (via Clockwork Pro) such as:

  • Annual leave

  • Internal meetings

  • Medical appointments

  • Training

For example:

  • Agent daily target = 10 tickets

  • Working days in the period = 10 days

  • Expected target = 100 resolutions

  • If the agent logged 5 days of leave/internal time, the adjusted target should be 50 resolutions

Question:
Is it possible in eazyBI to calculate adjusted targets in this way — i.e. reducing the expected resolution count for each agent based on their logged internal time (from Clockwork Pro) over a given time period?

An issue i’ve run into is how Clockwork Pro Time Cards are structured. They’re created once as static tickets (for example, an “Annual Leave” card), and then multiple agents log their time against that same card.

This means we often end up with many time entries from different users on a single time card. The challenge in eazyBI is then trying to correctly represent:

  • Who logged the time (from the time entry / worklog)
    versus

  • Who resolved the issue (or the issue assignee in JSM)

Because the time card itself doesn’t get reassigned per user, there’s a mismatch between “logged by” and “resolved by/assignee” that makes per-agent reporting tricky.

Any guidance on how to set this up (calculated measures, best practices, or examples) would be much appreciated.

2

Hi,

Sorry for the late response. It took a bit to get familiar with the Clockwork app, which eazyBI does not have a standard integration with.

The Clockwork app stores the worklogs in the standard worklog structures, so all the work can be counted using the eazyBI Hours spent. As I understand, your use case is now built on the Assignee dimension, meaning that the work logs are counted for the tickets assigned to the user.

The solution is to switch the Assignee dimension to Logged by and learn the Assignee’s hours on “Internal“ tasks (e.g., Annual leave). Let me show an example. I have the Assignee dimension and use the Hours spent measure, giving all the hours logged for all tickets assigned to the assignee:

image
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I have the Annual leave ticket where the user has logged some time:

image
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The following formula is for counting the Hours spent by the assignee, excluding the time on the annual leave:

[Measures].[Hours spent]
-
([Measures].[Hours spent],
[Issue].[Issue].&[MTMP-2],
[Logged by].[User].GetMemberByKey(
  [Assignee].CurrentMember.Key
),
[Assignee].DefaultMember
)

This formula hardcodes the issue key for the annual leaves and I can have a report like this:

image
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This approach can work the other way around, i.e., you can use the Logged by dimension in the report to show the hours and switch to Assignee dimension to check the user’s issues. So, if you use Logged by dimension in the report, the following formula shows the issues resolved tickets by the user:

([Measures].[Issues resolved],
[Assignee].[User].GetMemberByKey(
  [Logged by].CurrentMember.Key
),
[Logged by].DefaultMember)

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Let me know if that helps or if you have further questions.

Kindly,

Janis, eazyBI support