Delivery Metrics
The Overview tab under Planning & Reports -- throughput, lead time, on-time delivery, overdue, reopen rate, open tickets by status, and team load.
Overview is the first tab under Planning & Reports, and it answers three questions the other tabs could not: are we delivering, where does work pile up, and who is over or under water?
Access
Click Planning & Reports in the sidebar. The Overview tab sits leftmost.
It is gated by the reports:view permission, which is granted to the Administrators group by default only -- these metrics aggregate across every project you can reach and expose per-person load, which is a broader disclosure than, say, the timeline. To let a team member see the Overview, enable reports:view for their permission group under Settings → Roles & Permissions.
reports:view is deliberately separate from timeline:view: the Overview does not disappear for organizations that never enabled the timeline.
Choosing a period
Top left, pick between 4 weeks, 12 weeks and 26 weeks. The choice applies to every metric on the page. To the right of it you'll see since when data has been collected.
The five KPIs
| Metric | What it tells you |
|---|---|
| Throughput | Tickets completed per week in the selected period, with the change against the previous period |
| Lead time | Median days from creation to completion. Below it the p85 value: 85 % of tickets were done faster than this |
| On-time delivery | Share of tickets finished before their due date -- counted only across tickets that have a due date at all |
| Overdue | Open tickets past their due date, plus the age of the oldest one |
| Reopen rate | Share of completed tickets that were reopened afterwards |
Why you sometimes see "—" instead of a number: a metric without a basis deliberately renders a dash. A freshly enabled metric showing 0 would read like a perfect score. Specifically:
- Lead time: "Nothing completed yet" while no ticket was finished in the period
- On-time delivery: "No due dates set" when no ticket carries a due date
- Utilization: empty while no weekly hours are on file for that person -- a 40-hour week is never assumed
Where work piles up
The list shows open tickets per status, with a bar for the count and the average age in days. A status holding many tickets at a high average age is the jam in your process.
Right below it, Sitting longest lists the oldest tickets in their current status. Age counts from the moment the ticket entered that status -- editing the ticket does not reset it.
Team
One table row per person, with six columns:
| Column | Meaning |
|---|---|
| Person | Team member |
| Open | Open tickets assigned to them |
| Waiting | Of those, the ones waiting on somebody else |
| Estimated | Sum of estimated hours across the open tickets (budget hours take precedence over the estimate) |
| Booked | Hours logged in the selected period |
| Utilization | Booked hours relative to capacity over the period |
The Utilization column stays empty as long as no weekly hours are stored for a person. A note under the table says so.
The same numbers as widgets
Four of these views are also available as widgets for custom dashboards: Throughput, Lead time, Open tickets by status and Team load. They read from the same source as this tab, so the two can't disagree -- and they only appear in the widget catalog if you hold reports:view.
Common questions
Why is my data thinner for older periods? The Overview computes on fields introduced with this release. The Data since … note in the top right names the starting point. Before that there is less to go on -- the picture sharpens with every passing week.
Can I narrow this to specific projects? The metrics aggregate across every project you have access to. A project filter can only narrow the scope, never widen it -- projects you cannot access stay out either way. For a permanent view of a single project, add a widget with a project filter to a custom dashboard.
Do tickets completed by agents count? Yes. Every status change is counted -- via the board, the ticket detail view, an automation, a runner, or the MCP tooling.