What is Reaction time?

Reaction time refers to how quickly work items are initially responded to when they are created or assigned. It measures the time between a task being created/assigned and the first response or action taken on it.

Tracking reaction time helps ensure tasks don't sit idle waiting to be acknowledged. Quick reactions prevent delays and keep work moving smoothly through the process.

Who benefits from tracking Reaction time?

  • Individuals - Track how quickly they respond when assigned new tasks. Improves accountability.

  • Teams - Monitor team engagement and responsiveness to new work. Identifies bottlenecks.

  • Managers - Gain visibility into workload distribution and capacity. Ensure service levels are being met.

  • Organizations - Fast reaction time leads to better customer satisfaction. Important for service desk and customer support teams.