Insights

Insights provide multiple account-wide views of historical data that leadership can use to improve operational maturity. Insights is comprised of the following reports found in the web app's top navigation under Analytics Insights:

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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.

The Business Impact report is available on the following pricing plans: Digital Operations (legacy) and Enterprise for Incident Management.

Please contact our Sales team to upgrade your pricing plan.

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Data Update Schedule

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.

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Reports End-of-Life

Our legacy Reports feature reached end-of-life on December 11, 2023. Insights has replaced Reports, as it offers more advanced functionality.

Incident Activity

The Incident Activity report offers a visualization of response effort over time. It also includes an Incidents List with metrics including total time to acknowledge (TTA), responder count, total time to engage (TTE), response effort, total time to respond (TTR), and escalation count.

To view the Incident Activity report, navigate to Analytics Insights and select the Incident Activity tab.

Incident Activity report

Incident Activity report

Filter and Search Incident Activity

You have the option to filter with the following parameters:

  • Team: You can filter by selecting the My Teams tab, All Teams tab or enter a term in the search box to find your preferred Teams. Select the checkbox next to your preferred Team(s) and click Apply.
  • Escalation Policy: You can filter by selecting the All Escalation Policies dropdown, entering a search term, and finding your preferred Escalation Policies. Select the checkbox next to your preferred escalation policy(s) and click Apply.
    • Note: If you select a list of Teams (above), you will only be able to select escalation policies related to those Teams.
  • Service: You may Select All services, or select specific services and click Apply.
    • Note: If you select a list of Teams (above), you will only be able to select services related to those Teams.
  • Urgency: Select from All, High or Low to display incidents with the chosen urgency.
  • Priority: Select from All or any of your account’s preconfigured priority levels.
  • Date Range: Select from Last 7 Days, Last 30 Days, Last Month, This Month, or Custom Range. If you select Custom Range, select the range on the calendar and click Apply.
    • Note: For custom ranges, you can select a start date up to three years in the past. A maximum duration of one year is allowed.

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.

  • 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.
    • Note: 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 (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: Mean time to resolve (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.

Percentiles in the MTTA graph

Data Visualizations

You can change the dropdown at the top left to select one of four visualizations:

  • Incident Volume: Number of incidents
  • Response Effort: Number of hours
    • Note: 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.

The available Incidents List columns are:

Column NameDescription
NumberIncident number
Incident IDIncident ID
TitleIncident title
UrgencyAn incident's urgency level
PriorityAn incident's priority level
ServiceThe service where the incident triggered
TeamThe 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.
Escalation PolicyThe escalation policy's name
Created atThe date and timestamp when the incident was triggered
Resolved atThe date and timestamp when the incident was resolved
Resolved byThe responder who resolved the incident
Auto ResolvedWhether or not the incident resolved automatically, either via an integration or in PagerDuty.
RespondersThe total number of responders who engaged with the incident
TTA (Time to Acknowledge)The amount of time between incident creation and when the first responder acknowledged the incident
TTE (Time to Engage)The time from first responder engagement to last responder engagement
TTM (Time to Mobilize)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.
TTR (Time to Resolve)The time from incident creation to when it was resolved
Response EffortThe 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 (*).
User Defined Response EffortThe total engaged time across all responders, as edited by the user in the incident details page.
EscalationsThe total count of escalations
Timeout EscalationsCount of escalations as a result of no acknowledgement from the primary on-call responder
Manual EscalationsCount of manual triggered escalations
NotificationsThe total count of incident notifications sent via email, SMS, phone call and push
InterruptionsInterruptions are when an on-call responder receives an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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 InterruptionsInterruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour InterruptionsInterruptions 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 InterruptionsInterruptions that happened any day of the week between 9 p.m. and 8 a.m.*
Total Snoozed SecondsTotal seconds the incident was snoozed

* Times are given in the user's configured timezone. If they have not configured a time zone, the report will use the account's time zone.

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, mean time to acknowledge (MTTA), acknowledgement rate, mean time to resolve (MTTR), response effort (incident duration), and escalation count.

To view the Service Performance report, navigate to Analytics Insights and select the Service Performance tab.

Service Performance report

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.

You may optionally filter with the following options:

  • Team: Select the My Teams or All Teams tab, or search for your preferred Teams. Select each preferred Team’s checkbox and click Apply.
  • Service: You may search and/or select specific services, or Select All services and then click Apply.
    • Note: If you have filtered by specific Teams (above), this filter will automatically be populated with the services owned by the Team(s) you have selected.
  • Urgency: Select from All, High or Low urgency incidents.
  • Priority: Select All, or one or more of your account's priority levels.
  • Date Range: Select from Last 7 Days, Last 30 Days, Last Month, This Month, or Custom Range. If you select Custom Range, select the range on the calendar and click Apply.
    • Note: For custom ranges, you can select a start date up to three years in the past. A maximum duration of one year is allowed.
  • Graph Legend: You can click a service's name at the top of the graph to show or hide the service in the graph. The graph's scale will automatically adjust as services are added and removed.

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.

  • 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.
    • Note: 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 four visualizations:

  • Incident Volume: Incident count by service
  • Response Effort: Response effort in hours by service
    • Note: 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 NameDescription
ServiceThe service's name
Service IDThe service's ID
TeamThe 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 PolicyThe escalation policy name
Uptime %The percentage of time in the defined date range that the service was not interrupted by a major incident.
IncidentsThe total count of incidents that occurred on the service within the specified time period
Acknowledged IncidentsThe 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 IncidentsTotal count of incidents that resolved automatically (i.e., not by a human)
MTTA (Mean time to Acknowledge)The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTA (Mean time to Acknowledge)The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTE (Mean Time to Engage)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 (Mean Time to Mobilize)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.
MTTR (Mean time to Resolve)The average time from when an incident was created until it was resolved
Response EffortThe 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 (*).
Average number of respondersThe average number of responders who engaged with incidents on this service
Total respondersThe total number of responders who engaged with incidents on the service
Timeout Escalated IncidentsTotal count of timeout escalations that occurred for incidents on this service
Manually Escalated IncidentsTotal count of manual escalated incidents that occurred for incidents on this service
Total ReassignmentsThe total count of incident reassignments from one responder to another across all incidents.
Reassigned IncidentsTotal count of incidents that had at least one reassignment on this service
InterruptionsInterruptions are when an on-call responder receives an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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 InterruptionsInterruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour InterruptionsInterruptions 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 InterruptionsInterruptions that happened any day of the week between 9 p.m. and 8 a.m.*
Total Snoozed SecondsTotal seconds the incident was snoozed

* Times are given in the user's configured timezone. If they have not configured a time zone, the report will use the account's time zone.

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, mean time to acknowledge (MTTA) and response effort (incident duration).

To view the Responder report, navigate to Analytics Insights and select the Responder tab.

Responder report

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

You have the option to filter with the following options:

  • Team: Select the My Teams or All Teams tab, or search for your preferred Teams. Select each preferred Team’s checkbox and click Apply.
  • Responder: Tick the checkbox to the left of each responder to select individuals, or check Select All to select all responders. You may also search for a responder’s name in the search box. Once you have made your selections, click Apply.
  • Urgency: Select from All, High or Low urgency incidents.
  • Priority: Select All, or one or more of your account's priority levels.
  • Date Range: Select from Last 7 Days, Last 30 Days, Last Month, This Month, or Custom Range. If you select Custom Range, select the range on the calendar and click Apply.
    • Note: For custom ranges, you can select a start date up to three years in the past. A maximum duration of one year is allowed.

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.

  • 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 an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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 four visualizations:

  • 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 Edit Columns button and select your preferred data. The available columns are:

Column NameDescription
ResponderDetails the responder's name
TeamThe 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-CallThe total time that the responder was on any escalation policy.
Time On-Call EP Level 1The 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.
IncidentsThe total count of incidents that the responder was assigned to within the specified time period.
Acknowledged IncidentsThe 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.
InterruptionsInterruptions are when an on-call responder receives an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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 InterruptionsInterruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour InterruptionsInterruptions 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 InterruptionsInterruptions that happened any day of the week between 9 p.m. and 8 a.m.*
NotificationsThe total count of incident notifications sent via email, SMS, phone call and push
MTTA (Mean time to Acknowledge)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 EffortThe 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 IncidentsThe total count of the user’s assigned incidents that were escalated due to timeouts
Manually Escalated IncidentsThe total count of the user’s assigned incidents that were manually escalated away from a user without acknowledgement.
Reassigned Incidents​​The total count of a user's assigned incidents that were reassigned away from the user to another user or escalation policy.

* Times are given in the user's configured timezone. If they have not configured a time zone, the report will use the account's time zone.

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, mean time to acknowledge (MTTA), mean time to resolve (MTTR) and response effort (incident duration).

To view the Team report, navigate to Analytics Insights and select the Team tab.

Team report

Team report

Filter and Search Team Health

You can filter with the Team report using the options:

  • Team: Select the My Teams or All Teams tab, or search for your preferred Teams. Select each preferred Team’s checkbox and click Apply.
  • Urgency: Select from All, High or Low urgency incidents.
  • Priority: Select All, or one or more of your account's priority levels.
  • Date Range: Select from Last 7 Days, Last 30 Days, Last Month, This Month, or Custom Range. If you select Custom Range, select the range on the calendar and click Apply.
    • Note: For custom ranges, you can select a start date up to three years in the past. A maximum duration of one year is allowed.

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.

  • 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 an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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.
    • Note: 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 four visualizations:

  • Incident Volume: Number of incidents per team
  • Interruption Volume: Number of interruptions per team
  • Response Effort: Number of hours per team
    • Note: 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 Edit Columns button and select your preferred data. The available columns are:

Column NameDescription
TeamThe Team name
Team IDThe Team ID
IncidentsThe total count of incidents that the Team experienced within the specified time period
Acknowledged IncidentsThe total count of assigned incidents the Team acknowledged. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement.
InterruptionsInterruptions are when an on-call responder receives an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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.
NotificationsThe total count of incident notifications sent via email, SMS, phone call and push.
MTTA (Mean time to Acknowledge)The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTR (Mean time to Resolve)The average time from when an incident was created until it was resolved
MTTE (Mean Time to Engage)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.
Response EffortThe 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 IncidentsThe total count of the user’s assigned incidents that were escalated due to timeouts
Manually Escalated IncidentsThe total count of the user’s assigned incidents that were manually escalated away from a user without acknowledgement
Reassigned IncidentsThe 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 (Mean Time to Mobilize)The time between start of an incident, and the last additional responder to acknowledge
Business Hour InterruptionsInterruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour InterruptionsInterruptions 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 InterruptionsInterruptions that happened any day of the week between 9 p.m. and 8 a.m.*
Total Snoozed SecondsTotal seconds the incident was snoozed

* Times are given in the user's configured timezone. If they have not configured a time zone, the report will use the account's time zone.

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, mean time to acknowledge (MTTA), mean time to resolve (MTTR), and Escalated Incidents.

To view the Escalation Policy report, navigate to the Analytics Insights and select the Escalation Policy tab.

Escalation Policy report

Escalation Policy report

Filter and Search Escalation Policy

You have the option to filter with the following options:

  • Team: Select the My Teams or All Teams tab, or search for your preferred Teams. Select each preferred Team’s checkbox and click Apply.
  • Escalation Policy: You may search and/or select specific escalation policies, or Select All escalation policies and then click Apply.
    • Note: If you have filtered by specific Teams (above), this filter will automatically be populated with the escalation policies owned by the Team(s) you have selected.
  • Urgency: Select from All, High or Low urgency incidents.
  • Priority: Select All, or one or more of your account's priority levels.
  • Date Range: Select from Last 7 Days, Last 30 Days, Last Month, This Month, or Custom Range. If you select Custom Range, select the range on the calendar and click Apply.
    • Note: For custom ranges, you can select a start date up to three years in the past. A maximum duration of one year is allowed.

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.

  • 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

  • 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 Edit Columns button and select your preferred data. The available columns are:

Column NameDescription
Escalation PolicyThe escalation policy name
Escalation Policy IDThe escalation policy ID
TeamThe Team name
IncidentsThe total count of incidents that the Escalation Policy experienced with the specified time period
Acknowledged IncidentsThe total count of assigned incidents acknowledged by the Team. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement.
Auto Resolved IncidentsTotal count of incidents that resolved automatically (i.e., not by a human)
MTTA (Mean time to Acknowledge)The average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTE (Mean Time to Engage)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 (Mean Time to Mobilize)The time between start of an incident, and the last additional responder to acknowledge
MTTR (Mean time to Resolve)The average time from when an incident was created until it was resolved
Response EffortThe 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 (*).
Average number of respondersThe average number of responders who engaged with incidents on this escalation policy
Total RespondersThe total number of responders who engaged with incidents on the escalation policy
Total EscalationsThe total amount of escalations that occurred for the incidents on this escalation policy
Escalated IncidentsThe total number of incidents that were escalated
Timeout Escalated IncidentsTotal count of incidents that had timeout escalations that occurred on this escalation policy
Manually Escalated IncidentsTotal count of incidents that had manual escalations on this escalation policy
Reassigned IncidentsThe 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
InterruptionsInterruptions are when an on-call responder receives an SMS (text), mobile push, or phone call notification. Notifications sent from various channels (SMS, push, phone) 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 InterruptionsInterruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour InterruptionsInterruptions 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 InterruptionsInterruptions that happened any day of the week between 9 p.m. and 8 a.m.*
Total Snoozed SecondsTotal seconds the incident was snoozed

* Times are given in the user's configured timezone. If they have not configured a time zone, the report will use the account's time zone.

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, mean time to resolve (MTTR) and mean time to acknowledge (MTTA).

To view the Business Impact report, navigate to Analytics Insights Business Impact tab.

Business Impact Report

Business Impact Report

Filter and Search Business Impact

  1. In the Question dropdown, select a question that best represents your use case. Business Impact allows you to filter by the following question and corresponding Maturity Model data:
    • How much did services cost over a period of time?: Response Effort, Incident Count, Uptime, Notification Count, MTTR, MTTA, Responder Count.
  2. You may optionally filter with the following parameters:
  • Team: You can filter further by selecting the My Teams tab or All Teams tab or search for your preferred teams. Select each preferred Team’s checkbox and click Apply.
  • Urgency: Select from All, High or Low urgency incidents.
  • Priority: Select from All or any of your account’s preconfigured priority levels.
  • Date Range: Select from Last 30 Days, Last 7 Days, Last Month, This Month or Custom Range. If you select Custom Range, select the range on the calendar and click Apply. Note: For custom ranges, you can select dates up to three years in the past.

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

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:

  • 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 email, SMS, phone call and push.
  • MTTR (Mean time to Resolve): The average time from when an incident was created until it was resolved.
  • MTTA (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.
  • Responders: The total count of responders assigned per service.

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.

Share a Report

There are two ways to share Insights reports:

Copy URL

To share a report via direct link, click Copy URL to save the URL to your clipboard and share the link with others.

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Copy URL

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 PlanExport Limit
Professional, Business100,000 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.

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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.

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Generating report

If you wait on the Insights page until the report is delivered, you will see a success banner.

A success banner indicating that the report was delivered, and includes a link to the report

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.


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