Currently, the Median ticket time to resolve metric shows the comparison change in green when the resolution time has increased compared with the previous period.
For resolution time, an increase is generally a negative trend, as tickets are taking longer to resolve. However, the green indicator can make it look like an improvement.
Suggestion:
Could the trend indicator consider whether an increase or decrease is positive for the specific metric?
For Ticket time to resolve:
- ↓ Lower resolution time → Green / positive
- ↑ Higher resolution time → Red / negative
This would make the dashboard easier to interpret at a glance and better reflect actual support performance.