Purpose
Reaction Time reveals how soon a team starts working on issues after they appear in backlog. It checks a first change of an initial status.
How metric helps
Reaction Time helps to identify delays between moments a ticket was created and someone started looking into it (assumed, a status was changed for this). It is hugely important if a project performs maintenance and support activities. In this case a time period to take up an issue might be critical and even can be determined by SLA.
How metric works
Chart overview
The chart shows how the daily average reaction time changed day by day for the last 90 days. By clicking on series, a drill-down opens which lists the issues included into calculation and reaction time for every issue that changed the initial status within the selected period. The initial status is a status the issue gets upon its creation in a tracking system.
Calculation
For a single issue:
Reaction Time = Tchange - Tcreation ,
where
Tchange - timestamp of the initial status change
Tcreation- timestamp of the issue creation
For all issues:
Avg Reaction Time = Σ Reaction Time / Ni,
where
Reaction Time - reaction time for a single issue
Ni - number of issues at the date
RAG thresholds: no.
If a workflow is changed or a ticket is moved to another project, it is counted as a status change and will be reflected on the metric for the corresponding date.
Data Source
Data for the metric can be collected from a task tracking system (Jira, TFS/VSTS, etc.)
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