Quality & Defects

Quality & Defects

Where quality problems surface - defects, rework, reopens and peer-review failures - and who or what is causing them.

Quality & Defects tab.

KPI cards

• Defects Count - total defects logged against the team's work in the period.

• Work Items Reopened - cases or actions sent back after being resolved, because the resolution wasn't accepted.

• Work Items Reworked - items flagged for rework at least once before being resolved.

• Peer Review Failure Count - number of times a reviewer found a problem. One item can fail more than once, so this can exceed the number of items reviewed.

Visuals

• Defects Trend - area chart of defects raised over time; drills month → week → day. A rising trend means quality issues are increasing.

• Defects By Category - donut breaking the period's defects down by category (e.g. incorrect data entry, missing documentation, process not followed), with the total in the center and each slice's count and share shown around the ring. Use it to see which types of defect dominate so you can target the right fix.

• Party At Fault - who was responsible for each defect (platform, agent, customer, third party) - shows where to focus improvement effort.

• Defects By Queue - defect counts per queue, split into resolved and unresolved. A large unresolved portion may point to a systemic problem in that queue.