Understanding Dashboard Statistics
The Four Core Metrics
1. Total Feedback
Total Feedback = COUNT of all feedback items WHERE:
- product_id = current product
- subscription_id = current subscription
- status = "active"Trend = COUNT of new items created in last 7 days
Display: "+X this week"2. Unprocessed
Unprocessed Count = COUNT of feedback items WHERE:
- product_id = current product
- subscription_id = current subscription
- status = "active"
- AND (
status_id IS NULL OR
status_id = 0 OR
status_id IN (lowest status ID per feedback type)
)1.
2.
3.
Percentage = (Unprocessed Count / Total Feedback) × 100
Display: "X% of total"3. Linked to Backlog
Linked Count = COUNT of feedback items WHERE:
- product_id = current product
- subscription_id = current subscription
- status = "active"
- AND (
work_item_internal_id IS NOT NULL OR
work_item_external_id IS NOT NULL
)Trend = COUNT of linked items updated in last 30 days
Display: "+X this month"updated_at as a proxy for "recently linked" since there's no dedicated "linked_at" timestamp.4. Average Response Time
Current Week Average = AVG(
TIMESTAMPDIFF(HOUR,
feedback_item.created_at,
MIN(comment.created_at)
)
) WHERE:
- feedback_item.created_at BETWEEN (7 days ago) AND (now)
- feedback_item.product_id = current product
- feedback_item.subscription_id = current subscription
- feedback_item.status = "active"
- comment.feedback_item_id = feedback_item.idPrevious Week Average = Same calculation for 14-7 days ago
Difference = Current Week Average - Previous Week Average
Trend Type:
- "negative" if Difference < 0 (IMPROVEMENT - faster response)
- "positive" if Difference > 0 (slower response)
- "neutral" if Difference = 0 (no change)
Display: "X.Xh vs last week"Understanding Trends
Trend Types
Trend Time Windows
| Metric | Trend Window | Comparison |
|---|---|---|
| Total Feedback | Last 7 days | New items created |
| Unprocessed | Current snapshot | Percentage of total |
| Linked to Backlog | Last 30 days | Items updated |
| Avg Response Time | Last 7 days | Previous 7 days |
Using Statistics for Decision Making
Daily Review
1.
2.
3.
Weekly Analysis
1.
2.
3.
Monthly Planning
Common Scenarios
Scenario 1: High Unprocessed Percentage (>30%)
1.
2.
3.
4.
Scenario 2: Low Linking Rate
1.
2.
3.
4.
Scenario 3: Increasing Response Time
1.
2.
3.
4.
Technical Details
Data Refresh
Calculation Performance
Time Zones
Formulas Quick Reference
Total Feedback
Unprocessed
Linked to Backlog
Average Response Time
Troubleshooting
Statistics Not Loading
1.
2.
3.
4.
5.
Unexpected Values
1.
2.
3.
4.
Trend Not Updating
1.
2.
3.
4.
Best Practices Summary
✅ Set targets - Define acceptable ranges for each metric
✅ Track trends - Watch for week-over-week changes
✅ Take action - Use data to drive process improvements
✅ Communicate - Share metrics with team and stakeholders
✅ Iterate - Continuously refine your feedback process
Glossary
Feedback Item: An idea or issue submitted by users
Status ID: Identifier for the current workflow status of an item
Work Item: A task or story in your product backlog
Response Time: Time from submission to first team comment
Engagement Score: Calculated metric of user segment activity
Modified at 2026-01-14 08:05:30