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 = T_change - T_creation ,

where

T_change - timestamp of the initial status change
T_creation- 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.)