This panel focuses on time to first attention and time to close tickets. The main goal here is finding out whether we are attending tickets early and solving them in a reasonable time.
Average Time to Attend and Close Tickets bar chart compares the difference in average between first attention and closing time of tickets created in a given time frame. Ideal case would be low values for both, which means contributors are attended soon and tickets are closed in a reasonable time. Worst case would be having long bars for both, which means customers have to wait a long time to get our first attention and also closing time is of course longer than desired. Trends in bar chart give an idea about where are we going to.
In addition to Kibana filters and search box ont top, filtering by
Project is allowed by using the top left corner widget. Notice top filters in blue color
are used for filtering in closed tickets and red one is used for filtering out bots.
Edit this doc