Lost Time

Lost Time shows how much working time customers say a request cost them.

Open Lost Time

1. Open AdaptiveSurvey.
2. Select the JSM project.
3. Select Lost Time.
4. Choose the date range you want to review.

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What Lost Time shows

Area	What it tells you	What affects it
Tickets affected	Feedback responses where the customer reported lost time above zero.	Submitted Lost Time values.
Avg. Lost Time	Average reported time across affected tickets.	Lost Time responses above zero.
Total Lost Time	Total working time reported by customers.	Lost Time responses and selected date range.
Estimated Lost Time Cost	Estimated cost of reported lost time.	Hourly rate, currency, and cost tracking settings.
Distribution	How reported time is spread across Lost Time ranges.	Submitted Lost Time slider values.
Affected-ticket table	The work items/issues behind the Lost Time metrics.	Date range, project, and active Jira filters.

Review affected tickets

The Lost Time per affected ticket table shows responses where reported Lost Time is above zero.

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Use All, Positive, Neutral, and Negative to switch between response groups. Select Score, Ticket, Lost Time, Lost Time Cost, or Date to sort the table.

Each row shows the score, linked ticket, customer comment, selected indicators, reported Lost Time, estimated cost, and response date.

What to look for

Use Lost Time to identify requests that create extra customer effort. High total time shows the largest overall impact. High average time shows request types or situations that are costly when they happen.

What affects visibility

• Lost Time must be enabled in Configure -> Analytics.
• Customers must submit a Lost Time value above zero.
• Cost values only appear when cost tracking is enabled.
• Shared Jira filters can narrow the affected-ticket table.