Opened 6 years ago

Closed 16 months ago

#11177 closed task (fixed)

Extract “time to reply” from the RT database

Reported by: lunar Owned by: phoul
Priority: Medium Milestone:
Component: Community/Tor Support Version:
Severity: Normal Keywords: SponsorO
Cc: karsten Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

In order to show nice charts to the sponsor, it would be good if we could extract from the RT database the time between a new message arrives on the help desk and the time to a reply.

Ideally, this should then be broken by ranges: eg. x% under 1 hour, y% 1-2 hours, etc.

Child Tickets

Attachments (8)

task-11177-help-desk-response-times.tar (17.5 KB) - added by karsten 6 years ago.
2013Q3.pdf (4.9 KB) - added by lunar 6 years ago.
Response time for 2013Q3
2013Q4.pdf (4.9 KB) - added by lunar 6 years ago.
Response time for 2013Q4
time-to-reply.R (1.5 KB) - added by karsten 6 years ago.
R/ggplot2 code for pie charts
time-to-reply.2.R (2.1 KB) - added by karsten 6 years ago.
R/ggplot2 code for pie charts, second try
2013Q3.2.pdf (4.9 KB) - added by lunar 6 years ago.
Response time for 2013Q3 (pie chart)
2013Q4.2.pdf (4.9 KB) - added by lunar 6 years ago.
Response time for 2013Q4 (pie chart)
2014Q1.pdf (13.2 KB) - added by lunar 6 years ago.
Response time for 2014Q1 (pie chart)

Download all attachments as: .zip

Change History (24)

comment:1 Changed 6 years ago by karsten

Cc: karsten added

comment:2 Changed 6 years ago by lunar

Status: newaccepted

comment:3 Changed 6 years ago by lunar

Ok. I've pushed a first version of a script to the Git repository.

Here's the output for February 2014:

  0 hours -   4 hours: 894
  4 hours -   8 hours: 343
  8 hours -  12 hours: 269
 12 hours -  16 hours: 233
 16 hours -  20 hours: 198
 20 hours -  24 hours: 181
 24 hours -  28 hours: 132
 28 hours -  32 hours: 98
 32 hours -  36 hours: 60
 36 hours -  40 hours: 57
 40 hours -  44 hours: 41
 44 hours -  48 hours: 57
 48 hours -  52 hours: 45
 52 hours -  56 hours: 23
 56 hours -  60 hours: 17
 60 hours -  64 hours: 21
 64 hours -  68 hours: 20
 68 hours -  72 hours: 21
 72 hours -  76 hours: 22
 76 hours -  80 hours: 7
 80 hours -  84 hours: 7
 84 hours -  88 hours: 8
 88 hours -  92 hours: 8
 92 hours -  96 hours: 14
 96 hours - 100 hours: 6
100 hours - 104 hours: 2
104 hours - 108 hours: 5
108 hours - 112 hours: 3
112 hours - 116 hours: 5
116 hours - 120 hours: 6
120 hours - 124 hours: 6
124 hours - 128 hours: 5
128 hours - 132 hours: 3
132 hours - 136 hours: 4
136 hours - 140 hours: 4
140 hours - 144 hours: 8
144 hours - 148 hours: 4
148 hours - 152 hours: 6
152 hours - 156 hours: 1
156 hours - 160 hours: 3
160 hours - 164 hours: 3
164 hours - 168 hours: 7
168 hours - 172 hours: 4
172 hours - 176 hours: 2
180 hours - 184 hours: 3
184 hours - 188 hours: 2
188 hours - 192 hours: 1
192 hours - 196 hours: 5
196 hours - 200 hours: 1
204 hours - 208 hours: 1
208 hours - 212 hours: 2
212 hours - 216 hours: 7
224 hours - 228 hours: 1
228 hours - 232 hours: 2
232 hours - 236 hours: 1
236 hours - 240 hours: 2
240 hours - 244 hours: 2
244 hours - 248 hours: 1
252 hours - 256 hours: 3
256 hours - 260 hours: 1
260 hours - 264 hours: 5
264 hours - 268 hours: 1
268 hours - 272 hours: 1
272 hours - 276 hours: 1
276 hours - 280 hours: 3
284 hours - 288 hours: 1
288 hours - 292 hours: 3
296 hours - 300 hours: 1
312 hours - 316 hours: 1
340 hours - 344 hours: 1
348 hours - 352 hours: 1
356 hours - 360 hours: 1
372 hours - 376 hours: 1
380 hours - 384 hours: 1
420 hours - 424 hours: 1
428 hours - 432 hours: 2
436 hours - 440 hours: 4
444 hours - 448 hours: 2
456 hours - 460 hours: 1
504 hours - 508 hours: 2
512 hours - 516 hours: 1
532 hours - 536 hours: 1
648 hours - 652 hours: 1
656 hours - 660 hours: 1
688 hours - 692 hours: 1
796 hours - 800 hours: 1
840 hours - 844 hours: 1
852 hours - 856 hours: 1
932 hours - 936 hours: 1
952 hours - 956 hours: 1
956 hours - 960 hours: 1
960 hours - 964 hours: 1
968 hours - 972 hours: 1
1024 hours - 1028 hours: 1
1144 hours - 1148 hours: 1
1236 hours - 1240 hours: 1
1740 hours - 1744 hours: 1
2120 hours - 2124 hours: 1
2312 hours - 2316 hours: 1
2972 hours - 2976 hours: 1
3080 hours - 3084 hours: 1

Karten, I'll be happy to get opinions on where to go from here. Or maybe some of your R-fu if that's enough already to produce a pie chart?

comment:4 Changed 6 years ago by lunar

Oh, to make it clear: this should have counted every replies. So the total number is higher than the number of tickets, as most tickets see multiple replies.

Changed 6 years ago by karsten

comment:5 Changed 6 years ago by karsten

See the attached file for a first attempt. I reduced the number of intervals to seven, with intervals being between 1.5 and 2.0 times as long as previous intervals. The main reason is that we can display the impressive number of replies between 0 to 4 hours by doing so. However, that's a risky strategy, because the graph will look less impressive if that number is lower.

I could also imagine picking different intervals. For example, 0 to 8 hours, 8 to 24 hours, 1 to 2 days, 2 to 4 days, 4 days to 1 week, more than 1 week. (Again, intervals are 1.5 to 2.0 times as long as previous intervals.)

Or we could pick intervals of same length, like 0 to 1 days, 1 to 2 days, 2 to 3 days, etc. with the last interval being more than 7 days.

Changing interval lengths is trivial: simply edit breaks and labels in lines 17 and 18.

Changed 6 years ago by lunar

Attachment: 2013Q3.pdf added

Response time for 2013Q3

Changed 6 years ago by lunar

Attachment: 2013Q4.pdf added

Response time for 2013Q4

comment:6 Changed 6 years ago by lunar

Pushed a slightly modified of your script to the support-tools repository. I've also pushed data (bucket = 1 hour) for 2013Q3 and 2013Q4.

I wonder if a pie chart would not look better, but this is already something to show.

Changed 6 years ago by karsten

Attachment: time-to-reply.R added

R/ggplot2 code for pie charts

comment:7 Changed 6 years ago by karsten

Maybe you're right about pie charts. See the attached new code.

comment:8 Changed 6 years ago by lunar

Sorry but I think you have attached the bar chart version.

Changed 6 years ago by karsten

Attachment: time-to-reply.2.R added

R/ggplot2 code for pie charts, second try

comment:9 Changed 6 years ago by karsten

Right, I'm sorry. See the new attachment.

Changed 6 years ago by lunar

Attachment: 2013Q3.2.pdf added

Response time for 2013Q3 (pie chart)

Changed 6 years ago by lunar

Attachment: 2013Q4.2.pdf added

Response time for 2013Q4 (pie chart)

comment:10 Changed 6 years ago by lunar

Pie charts for the win! :)

Changed 6 years ago by lunar

Attachment: 2014Q1.pdf added

Response time for 2014Q1 (pie chart)

comment:11 Changed 6 years ago by lunar

Added graph for 2014Q1

comment:12 Changed 5 years ago by karsten

Parent ID: #11173

Removing the parent ticket relationship, because I want to close the parent ticket.

comment:13 Changed 3 years ago by isabela

Component: User Experience/Tor SupportCommunity/Tor Support

comment:14 Changed 3 years ago by phoul

Owner: changed from lunar to phoul
Status: acceptedassigned

comment:15 Changed 23 months ago by teor

Severity: Normal

Set all open tickets without a severity to "Normal"

comment:16 Changed 16 months ago by phoul

Resolution: fixed
Status: assignedclosed

Closing ticket, no longer a sponsor request.

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