Avg Resolution Time

Avg Resolution Time represents the average hours spent to resolve a production incident.

Typo calculates the average time it takes for an incident ticket to transition from an ‘In Progress’ state to a ‘Done’/’Completed’ state. For tickets that do not have an ‘In Progress’ state, their time is calculated from the ‘Created’ state to ‘Done’/’Completed’ state.

How does measuring average resolution time help in improving the Engineering teams' efficiency?

Measuring the average resolution time of production incidents provides valuable insights that empower engineering teams to continuously improve their incident response capabilities, enhance operational efficiency, and deliver a better experience for users and customers.

1. Rapid Response: By tracking resolution times, teams can ensure prompt responses to production incidents, minimizing downtime and mitigating the impact on users or customers.

2. Incident Management Improvement: Analysis of resolution time data helps teams identify areas for improvement in their incident management processes, such as incident triaging, escalation procedures, and communication protocols.

3. Root Cause Analysis: Understanding the average time taken to resolve production incidents enables teams to conduct thorough root cause analysis, identifying underlying issues and implementing preventive measures to prevent similar incidents in the future.

4. Continuous Learning: Monitoring resolution times allows teams to learn from past incidents and apply lessons learned to future incidents, improving their ability to respond effectively and efficiently to similar situations.