MTTR doesn’t tell you how much productive time employees actually lose. In this HappySignals product video, you’ll see how Lost Time turns IT support from “tickets closed” into a clear view of productivity impact—so you can prioritize improvements that give people real time back.
In this video, you’ll learn how to:
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Measure productive time lost per incident (VPN, access issues, broken devices, and more)
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Add context to lost time with structured reasons and open feedback (plus AI summaries)
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See how lost time correlates with happiness to spot the biggest experience-impacting problems
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Identify operational drivers: e.g., ticket reassignments driving higher lost time and lower happiness
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Benchmark lost time against global benchmarks to understand what “good” looks like
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Segment results to find who loses the most time (remote workers, specific roles, locations, channels)
Stop optimizing for a metric that hides impact. Start improving what matters most: employee productivity.
