Analytics

Advanced Analytics

Advanced Analytics are available on current Standard and Enterprise plans, as well as the Enterprise (Legacy) plan. Please contact our Sales Team if you would like to upgrade to a plan featuring Advanced Analytics. In addition to Basic Analytics, these accounts include the following reports:

User, Team, and System reports use the account-level time zone for filtering and display. The account-level time zone is also used for drilldowns.

Incident .csv exports for Advanced Analytics reports include timestamps in the account-level time zone.

If a Team organization filter is applied when viewing advanced analytics, reports will display data for the Team filtered, and the reported incidents will be filtered to reflect the escalation policies on that team.

Note

The CSV is currently limited to a maximum of 20,000 records. After 20,000 rows, the export will be truncated, so if your CSV contains exactly 20,000 rows, you may have partial data.

System Report

The system report provides an overview of your account by escalation policies and services.

Incidents created prior to May 2013 do not have an escalation policy ID associated with them, and will not be visible within the system report when filtering by escalation policy. However, you can still view these incidents by service.

Parameters

Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range. The date filters will filter incidents according to when the incident was created.

Data may be sorted by either service or escalation policy.

You can review data by the:

  • Number of High-Urgency Incidents
  • Mean Time to Acknowledge High-Urgency Incidents
  • Median Time to Acknowledge High-Urgency Incidents
  • 90th Percentile Time to Acknowledge High-Urgency Incidents
  • Mean Time to Resolve High-Urgency Incidents
  • Median Time to Resolve High-Urgency Incidents
  • 90th Percentile time to Resolve High-Urgency Incidents

You can drill down this report to by clicking on View Incidents, or view the escalation policy by clicking View Policy under the Actions column.

Below the incidents graph you may select which escalation policies or services you would like to view. Services or escalation policies may be selected by checking the boxes to the left of each item.

Data

Service/Escalation Policy

The service or escalation policy that is being reported on.

High-Urgency Incidents

The number of incidents during the time period for that service or escalation policy.

MTTA (Mean time to acknowledge)

The average time between when an incident is triggered and it is acknowledged by a user. Reassign, resolve, and escalation actions do not imply acknowledgement.

MTTR (Mean time to resolve)

The average time between when an incident triggered and when is it resolved. Acknowledge, reassign, and escalation actions do not imply resolution.

Escalated High-Urgency Incidents

How many of these incidents were escalated before being resolved.

Use Case

Compare Summary Metrics for escalation policies or services to the previous month. These statistics may be viewed in the bottom right hand corner of your system report page.

Team Report

The team report allows you to compare metrics across teams, see if you’re falling within targets, and understand the impact of incident count on response efficiency. It's a good way for team members and leads to get a holistic sense of their performance and operational load over time.

Parameters

Data may be sorted by either one or all escalation policies.

Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range. The date filters will filter incidents according to when the incident was created.

Data

Incident Number

You can click the incident number to see the incident details and the incident log.

Service

This is the service name that the incident was triggered on, by clicking on the service name you can view that service.

Opened On

Shows the date and time the incident was triggered.

Time to Resolve

Shows the length of time it took to resolve the incident.

Resolved By User

This shows who resolved the incident; if it says 'Not Available' the incident was not directly resolved by a user.

Description

Shows the description of the incident.

Escalation Count

Shows the number of people the incident was escalated to.

Use Case

Summary Metrics for escalation policies or services as compared to the previous month are also present. These statistics may be viewed in the bottom right hand corner of your system report page.

User Report

User reporting provides detailed information about individual responders in PagerDuty. Only users who have been assigned at least one incident will appear in User reports.

Note

It’s important to keep in mind that while PagerDuty is providing insight into individual usage patterns, we are not assigning any judgment of performance or giving a meaning to any particular number. As such, we advise against inferring anything without careful consideration of your incident management processes and workflows.

Parameters

Filter by date range. The date filters will filter incidents according to when the incident was created.

Data

Time On Call

The total time that a given user was on-call on one or more schedules assigned to escalation policies during the specified time frame*.

High-Urgency Incidents

The total number of high-urgency incidents assigned to a given user during the specified time frame.

Acknowledged

The percentage and the total number of assigned incidents acknowledged by the user. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement.

Timeout Escalations

The percentage and total number of assigned incidents that are escalated due to timeouts.

Manual Escalations

The percentage and total number of assigned incidents that are manually escalated away from a user without acknowledgement.

Reassignments

The percentage and total number of a user’s assigned incidents that are manually reassigned to a user who is not on the original escalation policy, or to another escalation policy.

Mean time to Acknowledge

The average time between when an incident is first assigned to a user and when the incident is first acknowledged by that user. Reassign, resolve, and escalation actions do not imply acknowledgement.

Percentages are calculated by dividing the action—such as acknowledging an incident—by the total number of incidents assigned to a user.

*Time on call is not recorded when users are placed directly on an escalation policy level outside of a schedule. If a user is concurrently on-call on two schedules, that time is not counted twice. Please note that Time on Call data was not recorded before 12:00 AM (UTC), October 31st, 2015.

Basic Analytics

Basic analytics are offered on any level of PagerDuty plan. There are two reports found under the Analytics page:

Visit the Data Export section to read about exporting reports.

Incident and Notification reports in Basic Analytics use the user's configured time zone for filtering and display. Incident .csv exports include timestamps in the account-level time zone. Notification exports include timestamps in UTC.

Note

The CSV is currently limited to a maximum of 20,000 records. After 20,000 rows, the export will be truncated, so if your CSV contains exactly 20,000 rows, you may have partial data.

Notifications Report

The notifications report allows you to view specific details about all of the notifications that are sent to your users in both graphical and tabular form.To view this report go to the Analytics page and click on the Notifications tab.

Parameters

Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range.

View incidents report data, by clicking on View Online or Download CSV under the Actions column.

Data

Date

Date of the notification

Notification Type

The contact method used for the notification

Address

Email address or phone number the notification was sent to

User

User that received the notification

Incidents Report

The incidents report gives a detailed view of an incident's service, its duration, and who resolved it as well as whether it escalated. To view this report go to the Analytics page and click on the Incidents tab.

Parameters

Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range.

View incidents report data, by clicking on View Online or Download CSV under the Actions column.

Data

Incident Number

You can click the incident number to see the incident details and the incident log

Service

This is the service name that the incident was triggered on, by clicking on the service name you can view that service

Opened On

Shows the date and time the incident was triggered

Resolved On

Shows the date and time the incident was resolved

Resolved By User

This shows who resolved the incident; if it says 'Not Available' the incident was not directly resolved by a user

Duration

Shows the length of time it took to resolve the incident

Escalated?

Shows whether the incident had to be escalated and how many times

Data Export

All incident reports are exported in UTC time. You can use our API to create an incident report under a specified time zone:

You can also use our API to include the description of each incident in your report. Here is a Python script you can reference: get_incident_details_csv.py.

Exporting Advanced Analytics Data to CSV

Users with Advanced Analytics available to their account can download a CSV file with more information to open up a number of powerful reporting options for your PagerDuty account. You can utilize the raw data as is, or use the generated CSV as a starting point to build your own custom reports.

Note

Advanced Analytics is available on current Standard and Enterprise plans, as well as the Enterprise (Legacy) plan. Please contact our Sales Team if you would like to upgrade to a plan featuring Advanced Analytics.

CSV Fields

With basic analytics, the exported CSV will include the following columns of information:
-#
-Service
-Opened On
-Resolved On
-Resolve By
-Duration
-# Escalations

With advanced analytics, the exported CSV will include additional columns of information:
-id
-incident_number (# column in basic report)
-description
-service_id
-service_name (Service column in basic report)
-escalation_policy_id
-escalation_policy_name
-created_on
-seconds_to_first_ack
-seconds_to_resolve (Duration column in basic report)
-auto_resolved
-escalation_count (the number of people the incident was escalated to)
-auto_escalation_count
-acknowledge_count
-assignment_count
-acknowledged_by_user_ids
-acknowledged_by_user_names
-assigned_to_user_ids
-assigned_to_user_names
-resolved_by_user_id
-resolved_by_user_name

Options to Download the CSV

On the Analytics page:

  • Go to System report, click any View Incidents link, and click Download CSV.
  • Go to Team report, click See All Incidents from [dates], and click Download CSV.
  • Go to Incidents report, and click any Download CSV link.

The CSV you download will be filtered based on the report selected before hitting the download link: Service or Escalation Policy for the System report, Escalation Policy for the Team Report, and Date Range for any report.

The CSV is currently limited to a maximum of 20,000 records. After 20,000 rows, the export will be truncated, so if your CSV contains exactly 20,000 rows, you may have partial data.

Template for Pivot Table Creation

You can access a template that will provide different ways to use the Advanced Analytics CSV at the link below. The template is view only, but contains instructions to make a copy of the file, fill in data from your CSV, and use the pivot tables to see a full spectrum of what’s happening with your PagerDuty incidents.

You can access this template here. Please use the Instructions tab first to read the instructions and tips for use.

If you are not seeing all data in the pivot tables when using this template, check your report editor for applied filters. Under any of the Filter fields, click Show: _ Items and click either Select All or the fields you would like to see.

Analytics