Work Trafficking records how long each ticket spends at each stage and who moves it. The Metrics page surfaces this as a set of summary cards and charts, filterable by ticket type and date window. The metrics are most useful as a prompt for conversation: if a stage consistently takes longer than others, or blocked tickets are piling up, those patterns point to a process question worth discussing.
Summary metrics
Five cards at the top of the page give a snapshot of the board's current state.
Metric | What it shows |
|---|---|
Avg cycle time | The average and median time from ticket creation to Done |
Completed | How many tickets reached Done in the selected window |
Overdue | Tickets that have passed their delivery date |
In progress (WIP) | The total number of tickets currently in active stages |
Blocked | Tickets currently blocked by a manual hold or an open dependency |
Overdue and blocked counts are the most immediate signal: anything above zero is worth a conversation before it compounds.
Completed over time
A chart showing how many tickets reached Done across the selected date window. Use it to see whether output is keeping pace with the volume of work being created, and to spot whether completion rate is consistent or lumpy.
Work in progress by stage
A bar chart showing how many tickets are currently sitting in each pipeline stage. Compare this against your WIP limits to see where work is accumulating. A stage that is consistently at or above its limit is worth a conversation before the whole pipeline slows down behind it.
Time in stage
The median and average time tickets spend in each stage, based on all tickets that have passed through it in the selected window. A stage with a much higher median than others usually points to a consistent bottleneck rather than a one-off delay. A rising avg cycle time combined with a long time in one particular stage tells you where work is sitting, not just that it is slow.
Per-ticket timeline
Each ticket has its own stage history visible as a timeline. This shows how long the ticket spent in each stage, who moved it in and out, and how that compares to the median for tickets of the same type. It is most useful when reviewing a specific ticket: why it took longer than expected, which stage it moved through fastest, or whether it was blocked at any point.
WIP limits
Your admin can set a WIP limit on any pipeline stage to signal when work is starting to pile up. When the number of tickets in a stage reaches that limit, the board highlights it. Work can still move into the stage (the limit is a signal, not a gate) but the visual prompt makes it easier to notice and address a bottleneck before it affects the whole pipeline. See Configuring Work Trafficking for how to set limits.