Response Time Module

Predefined Content Guide › Business Logic Modules › Incident Management Business Logic Modules › Response Time Module

Response Time Module

All metrics that calculate a result based on the response time of the incidents use the same calculation method for calculating the response time of each of the incidents.

The response time is calculated as the time passed from the opening of the incident until it was handled. The time in which the incident spent in pending status is removed from the response time. Also the time out of the time slot is removed from the response time.

Module Interface

The following table lists the parameters.

Name	Description
TimeUnit	This is the Threshold time unit. For example, when the threshold is 3 days, the time unit is days.
TargetTime	The resolution time threshold in which each incident is compared to in order to calculate the percentage of incidents resolved within this threshold. For example, when the threshold is 3 days, the time unit is days.
WhatToCalculate	Determines the resulting output at the end of the period. For example, when the threshold is 3 days, the target time is days.
Debug	Determines if in debug mode.

Module Dependencies

The following table lists the included modules.

Name	Description
Log Library (LL)	Library for enhanced logging functionality.
Time Counter Library (TCL)	Library used to keep track of entity time counters.
Aggregation Library (AL)	Library used to produce results for common calculations.
Parameter Kernel Library (PKL)	Library responsible for verifying and populating module parameters.
Parameters Overlay - Basic Action Library (POBAL)	Library responsible for verifying and populating some generic parameters.
Callback Kernel Library (CKL)	Library that enables the callback functionality.
Quick Metric Filtering (QM)	Filtering module required for Quick Metric functionality.
Quick Metric Mapping (QM)	Mapping module required for Quick Metric functionality.

Module Calculations (WhatToCalculate parameter)

Avg – Calculates the average response time for all incidents that were closed during the calculation period.
%WithinThreshold – Calculates the percentage of incidents with a response time within a threshold, for incidents closed during the calculation period.
Min – Determines the closed incident with the shortest response time during the calculation period.
Max – Determines the closed incident with the longest response time during the calculation period.

Event Registration

See the list of event types under Incident Management Business Logic Modules.