Aging

Owned by Couthaïer Farfra
Dec 18, 2024
6 min read

The Aging Chart in Wiveez allows you to track how long tickets have been present in the different current stages of the flow. This chart helps users visualize the age of tickets currently being processed at each stage, to help detect bottlenecks or stuck tickets.

  • Horizontal axis (abscissa): Represents the flow stages in which tickets are currently in progress. Each step of the flow is represented by a specific position on this axis.

  • Vertical axis (ordinate): Indicates the average time tickets are present in each stage. This is the length of time tickets have remained in this stage so far, measured in days, hours, or any other relevant unit of time.

Each point on the graph corresponds to one or more tickets in a given stage, based on the time they spent there.

In addition to these points, the chart displays four horizontal lines that represent past Cycle Time performance for completed tickets, namely:

  1. 50% of tickets processed had a Cycle Time lower than this value.

  2. 75% of tickets processed had a Cycle Time lower than this value.

  3. 85% of tickets processed had a Cycle Time lower than this value.

  4. 95% of tickets processed had a Cycle Time lower than this value.

These lines serve as performance benchmarks to compare the duration of tickets in progress with the performance of tickets already completed.

Operation and Usefulness

The Aging Chart is a key tool for:

  1. Track the age of open tickets: It shows how long each ticket has been blocked or in progress in each stage of the flow. This helps quickly detect tickets that are taking longer than expected and may cause delays.

  2. Compare with completed tickets: The horizontal lines representing the past performance of tickets processed (50%, 75%, 85%, 95% of tickets processed) allow you to compare the age of current tickets with the processing times of tickets already completed, to see if current tickets are taking longer than the past average.

  3. Identify at-risk tickets: Tickets whose stage duration exceeds the lines representing completed ticket performance can be considered at-risk tickets. They may signal bottlenecks or require immediate attention to avoid further delays.

How to read this chart?

The Aging Chart consists of performance points and lines that help visualize the age of tickets and compare their time in progress with the performance of tickets already processed.

  1. Horizontal axis (x): This axis represents the stages of the flow where tickets are currently in progress. Each step of the flow is a point on this axis, allowing you to see the outstanding amount at each step of the process.

  2. Vertical axis (y): This axis represents the average time spent by tickets in each stage. The higher the point, the longer the tickets stayed in this stage.

  3. Points representing tickets: Each point on the graph corresponds to one or more tickets present in a given stage of the flow, based on the time they spent there. If a point is located very high on the vertical axis, this means that these tickets have been in the stage for an extended time.

  4. Horizontal lines representing past performance:

    • 50%: This line shows the maximum time in which 50% of completed tickets have been processed (Cycle Time). In-progress tickets below this line are generally well on time.

    • 75%: This line indicates the duration for which 75% of completed tickets have been processed. In-progress tickets that approach this line may begin to be monitored to avoid delays.

    • 85%: This line indicates the duration for which 85% of tickets have been completed. Tickets above this line begin to represent risky tickets.

    • 95%: The last row shows the maximum duration for 95% of completed tickets. Tickets in progress above this line are likely stuck or taking much longer than expected and require immediate attention.

Patterns to observe:

  1. Tickets above performance lines:

    1. Tickets above the 85% or 95% lines indicate risky tickets that are taking significantly longer than expected to be processed. These tickets often require immediate action to avoid blocking the process.

  2. Comparison between stages:

    1. If points in certain stages of the flow are consistently near or above the 75% to 95% lines, this may indicate bottlenecks specific to those stages, which are slowing down the entire flow.

  3. Tickets under performance lines:

    1. Tickets below the 50% line are tickets that, at this time, are on track to be processed quickly, in a comparable or better time frame than previously completed tickets.

  4. Distribution of points:

    1. If points are scattered vertically in a stage, this shows high variability in the time tickets spend in that stage. This may indicate inconsistencies in ticket processing or management.

Example:

Let's take an example of Aging Chart in Wiveez for a project processing flow:

  • Tickets in Validation: Let's imagine that, in the "Validation" stage, a group of tickets is located just above the 85% line. This means that these tickets are already taking longer than 85% of previously completed tickets, putting them in a risk zone. It would be useful to check why these tickets are late to avoid blockages.

  • Tickets in Development below the 50% line: If, in the "Development" stage, several points are below the 50% line, this indicates that these tickets are currently on time, or even better than the average of tickets already treated. Their progress therefore seems fluid.

  • Variability in a step: If in the "Review" step the points are very scattered vertically, with some tickets below the 50% line and others above 75%, this may signal that this step is experiencing problems. significant performance variations, requiring in-depth analysis.

Usefulness in Wiveez

The Aging Chart in Wiveez allows users to:

  • Identify stalled or overdue tickets: Points above the 85% or 95% lines indicate tickets that are taking significantly longer than the norm and require action to prevent them from blocking flow.

  • Compare in progress tickets with completed tickets: Rows representing past performance allow you to compare the age of in progress tickets with already completed tickets, making it easier to identify which tickets to monitor.

  • Detect inefficiencies in specific stages: Tickets remaining in a single stage for a long time, especially if they exceed performance benchmarks, reveal potential inefficiencies at that stage of the flow, requiring adjustments.

Chart

Les filtres

Detailed ticket analysis

Wiveez allows the user to analyze ticket aging in detail by displaying the list of tickets associated with a point and displaying the details of a ticket's Flow Metrics.

Analyze with our AI Alice

Wiveez provides you with its AI, named Alice, to help you analyze graphs.

  1. Click on the Alice icon to start analyzing your graph;

  2. A page is displayed containing an analysis of the health of your graph and tips for improvement;

  3. You can save this analysis in a PDF file;

  4. You can copy/paste the analysis into another type of document.

As long as no modification has been made to the chart filters or no data refresh has been initiated, your analysis remains accessible.