Analyze incident metrics, track team performance, and optimize operational efficiency
Insights provide leadership teams with powerful analytics capabilities to measure and improve operational performance across their organization. Through comprehensive dashboards showing historical incident data, response metrics, and team performance indicators, leaders can identify trends, optimize processes, and make data-driven decisions to enhance service reliability.
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Availability
The following Insights reports are available on these pricing plans: Professional, Business, Digital Operations (legacy) and Enterprise for Incident Management.
Insights data is updated once per day, and it may take up to 24 hours for new data to appear. Each report has a date and timestamp in the upper-right of the page indicating when it was last updated.
Incident Activity
The Incident Activity report offers a visualization of response effort over time. It also includes an Incidents List with metrics including TTA, responder count, TTE, response effort, TTR, and escalation count.
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Deleted Services
Incidents that belong to a deleted service will not appear in the Incident Activity report.
To view the Incident Activity report, navigate to AnalyticsInsights and select the Incident Activity tab.
Incident Activity report
Filter and Search Incident Activity
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Filter Options and Limits
Please see our Filter Reports section for more information on filtering options.
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
Please see our Filter Limits section for more information.
Summary Metric Cards
Each card includes a comparison time period. For example, if your selected time period is the last week, the cards will show you the change in each metric compared to the week prior.
Metric
Description
Total Incidents
Total count of incidents matching the active filters.
Total Response Effort
Total time responders spent engaged in resolving incidents. Measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. The user-defined incident duration, if it exists, is used for this calculation. Please read Edit Incident Duration for more information.
MTTA
MTTA is the average amount of time from when an incident is created until the time the first responder acknowledges an incident. Excludes incidents that were not acknowledged.
MTTR
MTTR is the average amount of time from when an incident was created until it was resolved. Excludes incidents that have not been resolved.
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Percentiles
By default, the MTTA and MTTR graphs display the Overall Mean value. For a more granular look at your incident data, you can select 95th Percentile, 90th Percentile, 75th Percentile, and Median.
Data Visualizations
You can change the dropdown at the top left to select one of following visualizations:
Visualization
Description
Incident Volume
Number of incidents.
Response Effort
Number of hours. The user-defined incident duration, if it exists, is used for this calculation. Please read Edit Incident Duration for more information.
MTTA
Mean time to acknowledge in seconds.
MTTR
Mean time to resolve in hours.
Incidents List
Below the data visualization you will see the Incidents List data specific to the filters you have selected. You may perform the following actions with this table:
Search: Use the search field to search for specific data.
Sort: Click on a column header to sort results. You can also sort with multiple columns by holding down the shift key while clicking on both of the columns. The graph above will not change if you sort the data.
Drill Down: Click to the left of an incident number to drill down into responder details such as responder status, type of assignment, request and response timestamps, and time to respond. Click an incident number or service name in the Number and Service columns to view more information about those incidents or services.
To customize the columns you would like to view, click the Columns icon and select your preferred data. The available Incidents List columns are:
The date and timestamp when the incident was triggered.
Resolved by
The responder who resolved the incident.
Auto Resolved
Whether or not the incident resolved automatically, either via an integration or in PagerDuty.
Responders
The total number of responders who engaged with the incident.
TTA
The amount of time between incident creation and when the first responder acknowledged the incident.
TTR
The time from incident creation to when it was resolved.
Response Effort
The total engaged time across all responders, measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Response Effort of resolved incidents can be edited on an incident's details page. Edited values are marked with an asterisk (*).
Escalations
The total count of escalations.
Incident ID
Incident ID (e.g., PXXXXXX).
Status
The incident's status: Triggered, Acknowledged or Resolved.
Service ID
The service's ID (e.g., PXXXXXX).
Team
The name of the Team associated with an incident. Teams allow users to group and control user access to associated PagerDuty objects, such as escalation policies, users, schedules and services.
Team ID
The Team's ID (e.g., PXXXXXX).
Escalation Policy
The escalation policy's name.
Escalation Policy ID
The escalation policy's ID (e.g., PXXXXXX).
Assigned User IDs
The User IDs of the users assigned to the incident.
Assigned Users
The users who were assigned to the incident, including through reassignment or escalation. This list is not in the order of assignments.
Acknowledged User IDs
The User IDs of the users who acknowledged the incident.
Acknowledged Users
Users who acknowledged the incident. This list is not in the order of assignments.
Joined User IDs
The User IDs of the users who joined the incident.
Joined Users
Users who joined the incident, either by acknowledging it or accepting a responder request.
Resolved at
The date and timestamp when the incident was resolved.
Resolved by User ID
The User ID of the user who resolved the incident.
Active Responders
The total number of users who either acknowledged the incident or accepted a responder request in it.
TTE
The time from first responder engagement to last responder engagement.
TTM
The time between the start of an incident and the time the last additional responder acknowledges. For incidents with one or no engaged users, this value is null.
User Defined Response Effort
The total engaged time across all responders, as edited by the user in the incident details page.
Assignments
The number of times the incident was assigned.
Reassignments
The number of times the incident was reassigned to another user.
Acknowledgements
The total number of acknowledgements in the incident.
Timeout Escalations
Count of escalations as a result of no acknowledgement from the primary on-call responder.
Manual Escalations
Count of manual triggered escalations.
Notifications
The total count of incident notifications sent via push, phone call, email and SMS.
Interruptions
Interruptions are when an on-call responder receives a mobile push, phone call, or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Business Hour Interruptions
Interruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour Interruptions
Interruptions that happened on weekdays between 6 p.m. and 10 p.m., or on a weekend between 8 a.m. and 10 p.m.*
Sleep Hour Interruptions
Interruptions that happened any day of the week between 9 p.m. and 8 a.m.*
By default, the Incidents List display 10 results at a time. Use the dropdown below the table to select from 10, 20, 30, 40 or 50 results per page. If there are more results than the selected dropdown value, you can use the arrows (i.e., , , , ) to navigate through results.
Share the Incident Activity Report
Please read Share a Report for more information on sharing or exporting the report.
Service Performance
The Service Performance Report offers a visualization of incident volume by service. It also includes a Services List with metrics including incident count, MTTA, acknowledgement rate, MTTR, response effort (incident duration), and escalation count.
To view the Service Performance report, navigate to AnalyticsInsights and select the Service Performance tab.
Service Performance report
Filter and Search Service Performance
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Tip
You can view up to ten services in the data visualization. If you select more than ten services, the extra services will be collapsed into a single +n more line with a corresponding legend.
If a selected service does not have any incidents in the selected date range, it will not appear in the data visualization or in the Services List.
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Filter Options and Limits
Please see our Filter Reports section for more information on filtering options.
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
Please see our Filter Limits section for more information.
Summary Metric Cards
Each card includes a comparison time period. For example, if your selected time period is the last week, the cards will show you the change in each metric compared to the week prior.
Metric
Description
Total Incidents
Total count of incidents matching the provided filters.
Total Response Effort
Total time responders spent engaged in resolving incidents. Measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. The user-defined incident duration, if it exists, is used for this calculation. Please read Edit Incident Duration for more information.
Service MTTA
Mean time to acknowledge across services: the average amount of time from when an incident is created until the time the first responder acknowledges an incident. Excludes incidents that were not acknowledged.
Service MTTR
Mean time to resolve across services: the average amount of time from when an incident was created until it was resolved. Excludes incidents that have not been resolved.
Data Visualizations
You can change the dropdown at the top left to select one of following visualizations:
Visualization
Description
Incident Volume
Incident count by service.
Response Effort
Response effort in hours by service. The user-defined incident duration, if it exists, is used for this calculation. Please read Edit Incident Duration for more information.
MTTA
Mean time to acknowledge in seconds by service.
MTTR
Mean time to resolve in hours by service.
Services List
Below the data visualization you will see the Services List data specific to the filters you have selected. You may perform the following actions with this table:
Search: Use the search field to search for specific data.
Sort: Click on a column header to sort results. You can also sort with multiple columns by holding down the shift key while clicking on both of the columns. The graph above will not change if you sort the data.
Drill Down: Click a service, Team or incident count in the Service, Team or Incidents columns to view more information about each.
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Service Display Order
Services with data that match the given filters and date range are shown, and they are sorted by the count of incidents each service has had. If a service does not have any data that matches the filters within the given date range, they will not appear in the Services List.
The available Services List columns are:
Column Name
Description
Service
The service's name.
Team
The Team each service belongs to. Teams allow users to group and control user access to associated PagerDuty objects, such as escalation policies, users, schedules and services.
Escalation Policy
The escalation policy name.
Uptime %
The percentage of time in the defined date range that the service was not interrupted by a major incident.
Incidents
The total count of incidents that occurred on the service within the specified time period.
Acknowledged Incidents
The percentage and the total number of incidents that were acknowledged on the service. Only explicit incident acknowledgments count; reassign, resolve, and escalation actions do not imply acknowledgement.
Auto Resolved Incidents
Total count of incidents that resolved automatically (i.e., not by a human).
MTTA
The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTR
The average time from when an incident was created until it was resolved.
Response Effort
The total engaged time across all responders, measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Response Effort of resolved incidents can be edited on an incident's details page. Edited values are marked with an asterisk (*).
Total Escalations
The total number of escalations that occurred for these incidents.
Service ID
The service's ID (e.g., PXXXXXX).
MTTE
A measure of people's response time. This metric measures the time from the first user engagement (acknowledge or responder accept) to the last. This metric is only used for incidents with multiple responders; for incidents with one or no engaged users, this value is null.
MTTM
The time between start of an incident, and the last additional responder to acknowledge. For incidents with one or no engaged users, this value is null.
Average Assigned Responders
The average number of responders assigned to an incident.
Total Engaged Responders
The total number of responders engaged in an incident.
Timeout Escalated Incidents
Total count of timeout escalations that occurred for incidents on this service.
Manually Escalated Incidents
Total count of manual escalated incidents that occurred for incidents on this service.
Total Reassignments
The total count of incident reassignments from one responder to another across all incidents.
Reassigned Incidents
Total count of incidents that had at least one reassignment on this service.
Interruptions
Interruptions are when an on-call responder receives a mobile push, phone call, or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Business Hour Interruptions
Interruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour Interruptions
Interruptions that happened on weekdays between 6 p.m. and 10 p.m., or on a weekend between 8 a.m. and 10 p.m.*
Sleep Hour Interruptions
Interruptions that happened any day of the week between 9 p.m. and 8 a.m.*
By default, the Services List display 10 results at a time. Use the dropdown below the table to select from 10, 20, 30, 40 or 50 results per page. If there are more results than the selected dropdown value, you can use the arrows (i.e., , , , ) to navigate through results.
Share the Service Performance Report
Please read Share a Report for more information on sharing or exporting the report.
Responder
The Responder report provides insights into incident impact on individual responders. It also includes a Responders List with metrics such as interruptions count, MTTA, and response effort (incident duration).
To view the Responder report, navigate to AnalyticsInsights and select the Responder tab.
Responder report
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Deleted Users
Please note that information related to deleted users will not appear in the Responder report.
Filter and Search the Responder Report
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Filter Options and Limits
Please see our Filter Reports section for more information on filtering options.
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
Please see our Filter Limits section for more information.
Summary Metric Cards
Each card includes a comparison time period. For example, if your selected time period is the last week, the cards will show you the change in each metric compared to the week prior.
Metric
Description
Responder Incidents
Total count of incidents that the selected responders were engaged in. Excludes incidents where deleted users were the only responders.
Responder Interruptions
Interruptions are when an on-call responder receives a mobile push, phone call, or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Total Response Effort
Total time responders spent engaged in resolving incidents. Measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Excludes incidents where deleted users were the only responder.
Responder MTTA
The average Mean Time to Acknowledge per active responder. Excludes incidents that were not acknowledged.
Data Visualizations
You can change the dropdown at the top left to select one of following visualizations:
Visualization
Description
Incident Volume
Number of incidents per responder.
Interruption Volume
Number of interruptions per responder.
Response Effort
Number of hours per responder.
MTTA
Mean time to acknowledge in minutes per responder.
Responders List
Below the data visualization you will see the Responders List data specific to the filters you have selected. You may perform the following actions with this table:
Search: Use the search field to search for a specific responder.
Sort: Click on a column header to sort results. You can also sort with multiple columns by holding down the shift key while clicking on both of the columns. The graph above will not change if you sort the data.
Drill Down: Click a responder, incident count or acknowledged count in the Responder, Incidents or Acknowledged columns to view more information about each.
To customize the columns you would like to view, click the Columns icon and select your preferred data. The available Responders List columns are:
Column Name
Description
Responder
Details the responder's name.
Incidents
The total count of incidents that the responder was assigned to within the specified time period.
Acknowledged Incidents
The percentage and the total number of incidents that were acknowledged on the service. Only explicit incident acknowledgments count; reassign, resolve, and escalation actions do not imply acknowledgement.
Interruptions
Interruptions are when an on-call responder receives a mobile push, phone call, or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Notifications
The total count of incident notifications sent via push, phone call, email and SMS.
MTTA
The average time between when an incident is first assigned to a user and when the user first acknowledges the incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
Response Effort
The total engaged time of the responder, measured from the time a responder acknowledges or accepts a responder request, until the incident is resolved.
Timeout Escalated Incidents
The total count of the user’s assigned incidents that were escalated due to timeouts.
Manually Escalated Incidents
The total count of the user’s assigned incidents that were manually escalated away from a user without acknowledgement.
Responder ID
The responder's User ID (e.g., PXXXXXX).
Team
The Team each responder belongs to. Teams allow users to group and control user access to associated PagerDuty objects, such as escalation policies, users, schedules and services.
Time On-Call
The total time that the responder was on any escalation policy.
Time On-Call EP Level 1
The total time that the responder was on level 1 of any escalation policy.
Time On-Call EP Level 2+
The total time that the responder was on levels 2 or higher of any escalation policy.
Business Hour Interruptions
Interruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour Interruptions
Interruptions that happened on weekdays between 6 p.m. and 10 p.m., or on a weekend between 8 a.m. and 10 p.m.*
Sleep Hour Interruptions
Interruptions that happened any day of the week between 9 p.m. and 8 a.m.*
Reassigned Incidents
The total count of a user's assigned incidents that were reassigned away from the user to another user or escalation policy.
By default, the Responders List display 10 results at a time. Use the dropdown below the table to select from 10, 20, 30, 40 or 50 results per page. If there are more results than the selected dropdown value, you can use the arrows (i.e., , , , ) to navigate through results.
Share the Responder Report
Please read Share a Report for more information on sharing or exporting the report.
Team
The Team report provides insights into the incident impact on Teams. It also includes a Teams List with metrics such as interruptions count, MTTA, MTTR, and response effort (incident duration).
To view the Team report, navigate to AnalyticsInsights and select the Team tab.
Team report
Filter and Search Team
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Filter Options and Limits
Please see our Filter Reports section for more information on filtering options.
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
Please see our Filter Limits section for more information.
Summary Metric Cards
Each card includes a comparison time period. For example, if you select the time period Last 7 Days, the cards will show you the change in each metric compared to the week prior.
Metric
Description
Total Incidents
The total count of incidents that all selected teams were engaged in across the specified date range.
Team Interruptions
The total count of interruptions for all selected teams that occurred across the specified date range. Interruptions are when an on-call responder receives a mobile push, phone call or SMS (i.e., text message) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Total Response Effort
Total time responders spent engaged in resolving incidents. Measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. The user-defined incident duration, if it exists, is used for this calculation. Please read Edit Incident Duration for more information.
Team MTTA
The Mean Time to Acknowledge is the average amount of time from when an incident is created until the time the first responder acknowledges an incident. Excludes incidents that were not acknowledged.
Data Visualizations
You can change the dropdown at the top left to select one of following visualizations:
Visualization
Description
Incident Volume
Number of incidents per team.
Interruption Volume
Number of interruptions per team.
Response Effort
Number of hours per team. The user-defined incident duration, if it exists, is used for this calculation. Please read Edit Incident Duration for more information.
MTTA
Mean time to acknowledge in seconds per team.
Teams List
Below the data visualization you will see the Teams List data specific to the filters you have selected. You may perform the following actions with this table:
Search: Use the search field to search for specific data.
Sort: Click on a column header to sort results. You can also sort with multiple columns by holding down the shift key while clicking on both of the columns. The graph above will not change if you sort the data.
Drill Down: Click a Team, incident count or acknowledged count in the Team, Incidents or Acknowledged columns to view more information about each.
To customize the columns you would like to view, click the Columns icon and select your preferred data. The available Teams List columns are:
Column Name
Description
Team
The Team name.
Incidents
The total count of incidents that the Team experienced within the specified time period.
Acknowledged Incidents
The total count of assigned incidents the Team acknowledged. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement.
Interruptions
Interruptions are when an on-call responder receives a mobile push, phone call, or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Notifications
The total count of incident notifications sent via push, phone call, email and SMS
MTTA
The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTR
The average time from when an incident was created until it was resolved.
Response Effort
The total engaged time across all responders, measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Response Effort of resolved incidents can be edited on an incident's details page. Edited values are marked with an asterisk (*).
Timeout Escalated Incidents
The total count of the user’s assigned incidents that were escalated due to timeouts.
Manually Escalated Incidents
The total count of the user’s assigned incidents that were manually escalated away from a user without acknowledgement.
Team ID
The Team ID (e.g., PXXXXXX).
MTTE
The average time for assigned second, third, and nth responders to acknowledge an incident. It is similar to MTTA, but used only for subsequent escalations after the first assigned user does not respond.
Reassigned Incidents
The total count of a user’s assigned incidents that were manually reassigned to a user who is not on the original escalation policy, or to another escalation policy.
MTTM
The time between start of an incident, and the last additional responder to acknowledge.
Business Hour Interruptions
Interruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour Interruptions
Interruptions that happened on weekdays between 6 p.m. and 10 p.m., or on a weekend between 8 a.m. and 10 p.m.*
Sleep Hour Interruptions
Interruptions that happened any day of the week between 9 p.m. and 8 a.m.*
By default, the Teams List display 10 results at a time. Use the dropdown below the table to select from 10, 20, 30, 40 or 50 results per page. If there are more results than the selected dropdown value, you can use the arrows (i.e., , , , ) to navigate through results.
Share the Team Report
Please read Share a Report for more information on sharing or exporting the report.
Escalation Policy
The Escalation Policy report allows teams to view the complexity of an incident through the history of its escalation policy, providing a deeper understanding of how incidents are handled. Users are more equipped to make Escalation Policies and Schedule changes by understanding the performance of their Escalation Policies.
It also includes an Escalation Policy List with metrics such as Incidents, MTTA, MTTR, and Escalated Incidents.
To view the Escalation Policy report, navigate to the AnalyticsInsights and select the Escalation Policy tab.
Escalation Policy report
Filter and Search Escalation Policy
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Filter Options and Limits
Please see our Filter Reports section for more information on filtering options.
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
Please see our Filter Limits section for more information.
Summary Metric Cards
Each card includes a comparison time period. For example, if you select the time period Last 7 Days, the cards will show you the change in each metric compared to the week prior.
Metric
Description
Total Incidents
Total count of incidents matching the provided filters.
Total Escalations
Total number of escalations on all incidents.
Escalation Policy MTTA
Mean Time to Acknowledge across escalation policies — the average amount of time from when an incident is created until the time the first responder acknowledges an incident. Excludes incidents that were not acknowledged.
Escalation Policy MTTR
Mean time to resolve across escalation policies — the average amount of time from when an incident was created until it was resolved. Excludes incidents that have not been resolved.
Data Visualizations
You can change the dropdown at the top left to select one of following visualizations:
Visualization
Description
Incident Volume
Number of incidents per escalation policy.
Escalation Volume
Number of escalations per escalation policy.
MTTA
Mean time to acknowledge in seconds per escalation policy.
MTTR
Mean time to resolve in hours per escalation policy.
Escalation Policy List
Below the data visualization you will see the Escalation Policy List data specific to the filters you have selected. You may perform the following actions with this table:
Search: Use the search field to search for specific data.
Sort: Click on a column header to sort results. You can also sort with multiple columns by holding down the shift key while clicking on both of the columns. The graph above will not change if you sort the data.
Drill Down: Click a Escalation Policy, incident count or acknowledged count in the Escalation Policy, Incidents or Acknowledged columns to view more information about each.
To customize the columns you would like to view, click the Columns icon and select your preferred data. The available Escalation Policy List columns are:
Column Name
Description
Escalation Policy
The escalation policy name.
Team
The Team name.
Incidents
The total count of incidents that the Escalation Policy experienced with the specified time period.
Acknowledged Incidents
The total count of assigned incidents acknowledged by the Team. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement.
MTTA
The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTR
The average time from when an incident was created until it was resolved.
Response Effort
The total engaged time across all responders, measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Response Effort of resolved incidents can be edited on an incident's details page. Edited values are marked with an asterisk (*).
Total Escalations
The total amount of escalations that occurred for the incidents on this escalation policy.
Escalated Incidents
The total number of incidents that were escalated.
Escalation Policy ID
The escalation policy ID (e.g., PXXXXXX).
Auto Resolved Incidents
Total count of incidents that resolved automatically (i.e., not by a human).
MTTE
The average time for assigned second, third, and nth responders to acknowledge an incident. It is similar to MTTA, but used only for subsequent escalations after the first assigned user does not respond.
MTTM
The time between start of an incident, and the last additional responder to acknowledge.
Average Engaged Responders
The average number of responders who engaged with incidents on this escalation policy.
Total Engaged Responders
The total number of responders who engaged with incidents on the escalation policy.
Timeout Escalated Incidents
Total count of incidents that had timeout escalations that occurred on this escalation policy.
Manually Escalated Incidents
Total count of incidents that had manual escalations on this escalation policy.
Reassigned Incidents
The total count of a user’s assigned incidents that were manually reassigned to a user who is not on the original escalation policy, or to another escalation policy.
Interruptions
Interruptions are when an on-call responder receives a mobile push, phone call or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Business Hour Interruptions
Interruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour Interruptions
Interruptions that happened on weekdays between 6 p.m. and 10 p.m., or on a weekend between 8 a.m. and 10 p.m.*
Sleep Hour Interruptions
Interruptions that happened any day of the week between 9 p.m. and 8 a.m.*
By default, the Escalation Policy List display 10 results at a time. Use the dropdown below the table to select from 10, 20, 30, 40 or 50 results per page. If there are more results than the selected dropdown value, you can use the arrows (i.e., , , , ) to navigate through results.
Share the Escalation Policy Report
Please read Share a Report for more information on sharing or exporting the report.
Business Impact
The Business Impact report provides insights into how much services cost over time. It also includes a Services List with metrics such as response effort (incident duration), uptime percentage, MTTR, and MTTA.
To view the Business Impact report, navigate to AnalyticsInsightsBusiness Impact tab.
Business Impact Report
Filter and Search Business Impact
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Filter Options and Limits
Please see our Filter Reports section for more information on filtering options.
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
Please see our Filter Limits section for more information.
Response Cost for Services
The Business Impact tab provides you with insights on the estimated response cost for your selected Teams and services. By default, the estimated cost per responder hour is set to $50. If you would like to change your estimated cost per responder hour, you can enter that in the Estimated Cost ($/hour) field and a new total value will be calculated based on that cost and the Total Response Hours.
Response Cost for Services Estimate
Services List Table
Below the Response Cost for Services table you will see the Services List data specific to the filters you have selected. You may perform the following actions with this table:
Search: Use the search field to search for specific data.
Sort: Click on a column header to sort results. You can also sort with multiple columns by holding down the shift key while clicking on both of the columns.
Drill Down: Click a service or a Team in the Service or Team columns to view more information about each.
The available Services List columns are:
Column Name
Description
Business Services
The Business Service(s) mapped to each service.
Service
The service name.
Team
The Team each service belongs to. Teams allow users to group and control user access to associated PagerDuty objects, such as escalation policies, users, schedules and services.
Response Effort
The total engaged time across all responders, measured from the time a responder acknowledges or accepts a responder request until the incident is resolved.
Incidents
The total count of incidents that occurred on the service within the specified time period.
Uptime
The inverse of the time (in %) during which the service had an active major incident. A major incident is defined as the top two levels of your priority settings, or if multiple responders are added and acknowledge.
Notifications
The total count of incident notifications sent via push, email, phone call and SMS.
MTTR
The average time from when an incident was created until it was resolved.
MTTA
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.
Average Engaged Responders
The average number of responders engaged in an incident.
By default, the Services List display 10 results at a time. Use the dropdown below the table to select from 10, 20, 30, 40 or 50 results per page. If there are more results than the selected dropdown value, you can use the arrows (i.e., , , , ) to navigate through results.
Share the Business Impact Report
Please read Share a Report below for more information on sharing or exporting the report.
Filter Reports
You can apply filters to each report by clicking at the top of the page next to the date range dropdown. This will open an editor where you can add, edit and remove filters.
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Note
At this time, Insights filters do not support Unicode characters.
Add Filters
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Teams Filter Behavior
When you apply a Teams filter, results for subsequently added filter values will change to reflect objects associated with the selected Team(s). Example: If you add a Teams filter to return results for Team A, and then add a Services filter, you will only be able to select services associated with Team A.
If you apply a Teams filter after applying another filter that has a value not associated with that Team, the Teams filter will remove the value for the previous filter. Example: If you add a Services filter for Service B, and then you apply a Teams filter for Team A (not associated with Service B), then Service B will be removed from the Services filter value.
Example of service filter removed by team selection
Select a Date Range from the dropdown at the top of the page.
Click the icon to the right of the date range dropdown.
Click Add. The following filters are available per-report to help you find the most relevant results:
Incident Activity:
Filter Condition Type
Operators
Value Instructions
Escalation Policies
- is in
Select escalation policy(ies)
Incident ID
- is in
- is not in
Enter an incident ID
Priority
- is in
Select the priority level(s)
Services
- is in
Select service(s)
Status
- is in
- is not in
Select the incident status(es)
Teams
- is in
Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). Please see our note about Teams Filter Behavior above for more information.
Checkbox:
Select a True or False value for the checkbox.
Date Time:
Select date and time values.
Decimal:
Enter a decimal value.
Integer:
Enter an integer value.
Service Performance:
Filter Condition Type
Operators
Value Instructions
Priority
- is in
Select the priority level(s)
Services
- is in
Select service(s)
Teams
- is in
Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). Please see our note about Teams Filter Behavior above for more information.
Urgency
- equals
Select the urgency level
Responder:
Filter Condition Type
Operators
Value Instructions
Priority
- is in
Select the priority level(s)
Responder
- is in
Select responder(s)
Teams
- is in
Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). Please see our note about Teams Filter Behavior above for more information.
Urgency
- equals
Select the urgency level
Team:
Filter Condition Type
Operators
Value Instructions
Priority
- is in
Select the priority level(s)
Teams
- is in
Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). Please see our note about Teams Filter Behavior above for more information.
Urgency
- equals
Select the urgency level
Escalation Policy:
Filter Condition Type
Operators
Value Instructions
Escalation Policies
- is in
Select escalation policy(ies)
Priority
- is in
Select the priority level
Teams
- is in
Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). Please see our note about Teams Filter Behavior above for more information.
Urgency
- equals
Select the urgency level
Business Impact:
Filter Condition Type
Operators
Value Instructions
Priority
- is in
Select the priority level
Teams
- is in
Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). Please see our note about Teams Filter Behavior above for more information.
Urgency
- equals
Select the urgency level
Click Apply Filters in the bottom right of the editor.
Edit or Remove Filters
To edit or remove a filter:
Click under the date range dropdown at the top of the page.
Edit the available filters, or click to the right of a filter to remove it.
Click Apply Filters in the bottom right of the editor.
Filter Limits
Each report has the following filter limits:
Service, Responder, and Escalation Policy Filters: 1000
Team Filter: 200
When the count of filtered objects goes over the limit, the list will grey out and you can no longer select/deselect individual objects. You will need to click Clear at the top of the filter list in order to select filters again.
If you think you will overshoot the limit, we recommend:
Use the Team filter first to reduce the number of Escalation Policies/Services/Responders.
Once the list is below 1000, you can deselect from there.
To share a report, or save a filter set, click ShareCopy Link. You can then send the URL to other users, or add it as a bookmark for your own reference later. The link is unique, and signed in users who visit it will see the same report and filters applied.
Share a report
Export CSV
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Export Size Limit
Depending on your pricing plan, there is a limit to the number of rows you can export.
If your exported report exactly matches the limit, it is likely that your data has been truncated. You can reference your report in the PagerDuty web app to see the total count (e.g., Total Incidents). We recommend adding filters, or adjusting the date range, to reduce results, and exporting in batches as needed.
Pricing Plan
Export Limit
Professional, Business
100,000 rows
Enterprise Incident Management, Digital Operations(legacy)
250,000 rows
To export a report as a .csv file, click Export CSV to generate a file, which will keep the view and results based on your search and filter selections.
Export CSV
Large reports, such as the Incident Activity Report, which can often contain more than 10,000 rows, will be fetched in the background and sent to the requesting user via email.
Generating report
If you wait on the Insights page until the report is delivered, you will see a success banner.
Report generated
You can safely navigate away from the page while you're waiting, however you will not see a success banner in the PagerDuty UI when delivery is complete; please check your email to confirm receipt. Click the link in the success banner or email to view your report in .csv format.
Analytics Email Settings
Please see our Account Settings article for more information on how Admins can configure who receives weekly Analytics emails.
