On-call Metrics Explained: MTTA, Incident Response Time, and Workload Management
On-call metrics provide insight into the responsiveness and efficiency of the incident management process.
Mean Time to Acknowledge (MTTA):
This is the average time it takes for an incident to be acknowledged post-reporting, reflecting the team's alertness and readiness.
Incident Response Time:
The elapsed time from when an incident is reported to when it's routed to the correct team member, encompassing the time to acknowledge and the initial response time.
On-call Time:
For teams with an on-call rotation, tracking the time spent on-call helps in ensuring a balanced workload and preventing burnout.
Metrics like Mean Time to Acknowledge (MTTA), Incident Response Time, and On-call Time are pivotal for assessing the responsiveness and efficiency of the incident management process.
They also play a significant role in workload management and preventing team burnout.
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