Lost Time
Lost Time shows how much working time customers reported in submitted surveys for the selected project, form, date range, and filters. The tab appears only when Lost Time is enabled for the selected form.
KPI cards
Section titled “KPI cards”Tickets Affected counts feedback responses where customers reported Lost Time above zero.
Avg. Lost Time is the average reported time across affected tickets.
Total Lost Time is the total working time reported by customers in the selected period.
Estimated Lost Time Cost appears when cost tracking is enabled. It uses the configured hourly rate and currency for the selected form.
Each card compares the selected period with the previous period. For Lost Time, lower values are better.
Lost Time distribution
Section titled “Lost Time distribution”Lost Time distribution shows how affected tickets are spread across reported time ranges. Turn on Full view to see every selectable Lost Time slider value instead of the compact ranges.
Use the card menu to download the chart or open Lost Time settings when you have Configure access.
Lost Time per affected ticket
Section titled “Lost Time per affected ticket”Lost Time per affected ticket lists feedback responses where reported Lost Time is above zero.
Use All, Positive, Neutral, and Negative to switch between response groups. Select Score, Lost Time, Lost Time Cost, or Date to sort the list.
Each response can show the score, ticket, customer comment, selected indicators or question answers, reported Lost Time, estimated cost when enabled, and submission date.
Visibility
Section titled “Visibility”Lost Time must be enabled in Configure -> Survey form for the selected form. Responses with 0m Lost Time are still valid survey responses, but they are not included in Lost Time analytics.
Cost values appear only when cost tracking is enabled for the selected form.