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:

• Incident Activity
• Service Performance
• Responder
• Team
• Escalation Policy
• Business Impact

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Availability

The following Insights reports are available on Professional, Business and Digital Operations pricing plans: Incident Activity, Service Performance, Responder, Team, and Escalation Policy. The Business Impact report is available on the Digital Operations plan.

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.

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.

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.
• 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.
• 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.

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
• 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:

* 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.

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.
• 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
• 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:

* 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.

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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 user count as one interruption.
• 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:

* 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.

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 user count as one interruption.
• 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.
• 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
• 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:

* 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.

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:

* 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.

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.

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 percentage of uptime for each service.
• 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

To share a report, scroll to the list table where you can copy the URL, share via Slack Insights, or export to CSV:

• Click Copy URL to save the URL to your clipboard and share the link with others. You can also use this URL create an unfurled link in Slack using our PagerDuty Analytics Slack Integration.
• Click Export CSV to generate a file, export.csv, which will keep the view and results based on your search and filter selections.