Feedback Performance Management

Centercode’s robust data engine offers the Feedback Performance Management dataset, focused on monitoring the ongoing health and effectiveness of feedback collection, ongoing triage, and management. Intended to monitor feedback triage or support team effectiveness, the Performance Management dataset provides detailed information on times and events surrounding First Response, Last Status Change, and Feedback Aging. We encourage you to use these metrics in your reports to keep an eye on your team’s performance to help identify any opportunities for improvement.

First Responders and Their Response Times

First Response

A “First Response” is the first time a team member changes the Status from its original status (typically New) to any other. The platform can now expose when the first response occurred, who the first responder was, time from submission to the first response, and time since the first response to the current status.

Examples of First Response Data

Data Criteria	Description	Example Value
First Responder [Info]	The user responsible for the first Status change	Tony Fisher
First Response Date	Timestamp of a ticket’s first Status change	Dec 1, 2017 @ 9:52 AM
[Time] to First Response	Time from original submission to first Status change	12 (hours) / 1 (days)
[Time] from First Response to Status	Time from the first Status change to the feedback’s most recent Status change	221 (hours) / 9 (days)

[Info] includes Name, Username, and Email Address data; [Time] in Days or Hours

Last Status Change

The Last Status Change data criteria provide performance data around the most recent Status change including information on who most recently moved the ticket through Workflow (via Status change) and when.

Examples of Last Status Change Data

Data Criteria	Description	Example Value
Last Changed User [Info]	The user responsible for the most recent Status change	Tony Fisher
Last Status Change Date	The timestamp of the most recent Status change	Dec 5, 2017 @ 3:26 PM

[Info] includes Name, Username, and Email Address data

Ticket Aging

Understanding how your feedback progresses through your Workflow and ensuring things aren’t Aging out is a critical part of maintaining tester engagement and SLA compliance. The Aging data set exposes time-based data regarding how long a ticket has taken to reach its current status, how long the ticket has existed, and how long it has been in its current Status.

Examples of Ticket Aging Data

Data Criteria	Description	Example Value
[Time] Since Creation	Total time from feedback submission to now	342 (hours) / 14 (days)
[Time] Since First Response	Total time from the first Status change to now	334 (hours) / 13 (days)
[Time] Since Status Change	Total time from the most recent Status change to now	38 (hours) / 2 (days)

[Time] format in Days or Hours

Locating Performance Management

Performance Management can be found within your Feedback Type (Bug Report, Suggestions, etc.) and can be used within your Reports. This dataset can also be leveraged as Dynamic Tags to be used in emails, as well.

The practical applications of these new criteria are nearly limitless, and we feel the possibilities open entirely new doors for team management and project dashboarding. Leveraging these data criteria for creative visualizations and applying strategic filtering will make efficient benchmarking of your team’s performance possible.