How to measure the total time spent waiting for customer ?

Business need

Let's presume ...

You have multiple customers and each of your issues represent a request you got from your customers. If the customer has provided insufficient information when making the request, you transition the request to Waiting for Customer status and it remains there until the missing information is provided.

Presuming that the needed information is always expected from the Reporter of the issue, you need to see how much time is lost waiting for customers.

Solution

STATUS DURATION report of Timepiece with the Sum option can be utilized for this purpose.

You should...

Open Timepiece reporting page.
Select the project in which the issues reside (or set any other filter to get the issues to report on).
Switch to STATUS DURATION report.
Click the List button
- Select Sum option
- Add Reporter field to the list. (If the user name or company of customer is available in another field, you can select that field instead.)
- Click Apply.
Select your business calendar if you defined one.
Select the appropriate start and end dates.

The report will show the sum of status durations, grouped by Reporter names. The Waiting for Customer column shows how much time was lost waiting for the customer, along with others.