How can I interpret the hours displayed in the Dashboard: "Time To First Response" for my board.

[Eftychis Fetfatsidis]

Hi team, 

I am Efty from GetYourGuide and working on the Connectivity/API team. Since Jira Atlassian is the main Ticket Solutions Management software at GYG, I am trying to create dashboards to understand the metrics and the stats around my team's projects. 

I have a couple of questions: 

1) I have selected the gadget: Time To First Response for the board called: Outbound Mappings (CNTOM). I am not sure how is the time to first response measured and how to interpret the values. Does it count from the time the ticket opened until a user provided a first comment in that ticket? If yes, then my metrics/data don't match with what the gadget provides. 

2) Are the weekends calculated in the timeframes? How can I set up Operating hours for my team so the Jira dashboards can reflect my team's operating times? 

3) Is the final time that provided in the dashboard the accumulated time of all tickets that had a delayed 1st response? 

In summary, I would like to find out how this works and how can I calculate the times accurately. 

Thank you. My email: eftychis.fetfatsidis@getyourguide.com 

[Vitalii_Bobak_SaaSJet]

Hi @Eftychis Fetfatsidis 👋 and everyone who is looking for a solution.

Jira's native dashboards do not allow the exclusion of weekends from calculations, and these options lack the flexibility and advanced features necessary for fully customized and accurate time tracking.

If you’re looking for an easy way to enhance reporting across all projects, the Time Metrics Tracker add-on can be option for you. 

Here’s how it can help:

1. Customizable Reports: You can create custom time metrics like “Time to First Response” or “Resolution Time” and compare breached vs. non-breached issues over time.

2. Custom Calendars: Define operating hours for your team (e.g., Monday–Friday, 9:00 AM–6:00 PM). The gadget will automatically exclude non-working hours and weekends from calculations.

3. Exportable Data: Easily export data in Excel/CSV formats to share insights with your team or stakeholders.

Add-on developed by my team.

If you’re looking to dive deeper into customizing reports for specific scenarios like this, feel free to  book a live session — I’d be happy to help!

I hope you find this helpful 🚀