Name of Feature/Request: Change “Started on time” metrics to 1 hour after creation time
What financial, time savings, or quality of life improvements will occur from this: Change “Started on time” metrics to 1 hour after creation time | Frequency: Nearly every task | On the portal the tasks show as not started on time to the customers. So we need to change the calculation of this time to get the started on time metrics correctly
Attempted Solutions So Far: Change the start time calculation in task type setting so the started on time can be correct
Digging deep - Any additional Why behind this request / How was this accomplished before Striven in what system or software: Original Description: Request Overview - To be filled out by Striven Team
Original Request: Please see the attached – The Striven “Service Metrics” tab on Striven is showing inaccurate data, sometimes on the graph, and sometimes it’s showing the wrong tasks when the tasks involved are shown.
In the below screenshot, there are actually only 2 tasks (4 if you count tasks with an exactly 1-hour response time) that were not started on time. Despite this, the graph shows that 14 out of 20 tasks were not started on time, and if you click the bar, it shows numerous tasks that WERE started on time (Have a response time under 1 hour). If you click the “Total” bar and expand it out, you can see that only 2 tasks had a response time of >1 hour, or 4 if you are thinking >= 1 hour.
This has caused significant confusion for many customers and possibly other Account managers, and needs to be resolved ASAP, as this appears to affect all clients that have had tasks in the last 30 days. If the metric for "Not started on time’ is not the same as the response time, that needs to be clearly explained, because my understanding is that responding to a task is starting a task, and if we do so under our 1-hour SLA, that is ‘on time’.
What is the Goal/Topic?: Resolve a bug(?) with the Service Metrics in Striven showing innaccurate data.
Where in the system is this located?: Customer portal, Service Metrics tab
How is the user accomplishing now / past: I’ve been having to tell every customer that the graph is not correct during our impact meetings, and if they request manually generating Striven reports and putting them on a separate spreadsheet for each customer, which is very time consuming.
Result: Resolved - From Task Follow Up | Previously accomplished: The current started on time calculation is making nearly all the tasks look like not started on time on the customer service metrics
StrivenID: 5567159