Vendor Performance Management
The Performance tab at the Vendor level provides an aggregated, bird’s-eye view of a vendor's overall health and reliability. By consolidating Work Items (WIs) across all contracts associated with a specific vendor, Vendor Administrators can easily evaluate partnerships using centralized Customer Satisfaction (CSAT) and Service Level Agreement (SLA) metrics.
Performance Overview Widgets
At the top of the Performance tab, two dynamic widgets provide immediate insights into vendor reliability.
CSAT Performance: Displays the average customer satisfaction score across all linked work items.
Visualized via a 5-star rating system and a progress bar.
The numerical score text is color-coded to instantly indicate performance health (e.g., green for high scores, red for critical scores).
SLA Performance: Displays the percentage of work items that successfully met their SLA targets.
Calculated as:
(Number of WIs with "Not Breached" SLA / Total WIs with a non-empty SLA) * 100.The percentage is highly precise, displaying up to two decimal places (e.g., 91.66%).
The widget also displays the total count of valid Work Items contributing to the current metric.
Metric Calculation Note regarding Shared Work Items: If a single Jira Work Item is linked to multiple different contracts belonging to the same vendor, the system deduplicates it for the vendor-level aggregation. This ensures that the Work Item is counted only once in the overall Vendor CSAT, SLA metrics, and total Work Item count, preventing skewed performance data.
Dynamic Filtering & Search
You can narrow down the aggregated data to analyze specific timeframes, contracts, or types of issues. Whenever a filter is applied, the CSAT and SLA widgets update in real-time to reflect only your filtered data.
Global Search: Use the search bar to find specific issues by typing the Jira Key, Summary, Status, Contract Name, CSAT score, or SLA status.
Filter by Contract: Use the dropdown menu to isolate performance metrics for one or more specific contracts under the vendor.
Date Range Filter: Use the Start Date and End Date calendar pickers to filter Work Items based on their Jira Created Date.
Aggregated Work Items Table
The data table consolidates all relevant Work Items into a single view, displaying 20 items per page for optimal browsing performance.
Table Features & Navigation:
Sortable Columns: Click any column header to sort the data dynamically. The table supports single-column sorting at a time.
Quick Links: * Clicking the Key opens the native Jira Issue in a new browser tab.
Clicking the Contract name redirects you to that specific contract's detail page.
Actions Menu: Click the three dots on the far right of any row and select View to open the work item in a new tab.
Security & Permissions
Native Jira Security: The Performance table strictly respects your native Jira Issue Security Schemes. You will only see Work Items in this aggregated list that you have the required Jira permissions to view.
Empty States: If a vendor has no contracts, or if the linked contracts have no associated Work Items, the performance widgets will display "N/A" or "0", and the table will clearly indicate that no work items were found.
Performance Optimization Note: Vendor performance metrics are calculated by aggregating CSAT and SLA data across all work items from every linked contract. To ensure optimal dashboard responsiveness and system performance, it is recommended to maintain a manageable volume of work items per contract. High-cardinality link structures may impact calculation speeds.