Intelligent Dashboards

Use flexible data visualizations to improve operational maturity

Intelligent Dashboards measure the impact of real-time work on Teams and business objectives, promoting continuous improvement in digital operations towards greater success. Digital business leaders can use flexible data visualizations to compare key metrics to industry benchmarks or Teams to company averages. After making improvements in training, processes and technology investments, leaders can then monitor the performance of Teams and services and ensure they are trending in the right direction.

10141014

📘

Pricing Plan

Intelligent Dashboards is included on our Digital Operations plan. Please contact our Sales Team if you would like to upgrade your plan to access this feature.

🚧

Required User Permissions

All users, with the exception of Restricted Access and Limited Stakeholders, can view Intelligent Dashboards.

Product Capabilities

📘

Data Updates

Intelligent Dashboards data is updated once per day. It takes up to 24 hours for new data to appear.

Team Performance Dashboard

The Team Performance Dashboard provides key insights and highlights trends that impact performance of your Teams and their services. Managers using the Team Performance dashboard will be able to select either their industry benchmark or the company average as a reference line to compare their Teams to. Data points that make up each metric, such as each individual team, can be drilled down by clicking into each heading. To access the Team Performance Dashboard, navigate to Analytics Intelligent Dashboards Team Performance tab.

📘

No Comparison Line?

If you do not see an industry benchmark comparison line in the Team Performance Dashboard, it indicates that our system was unable to determine your industry. Please contact your Sales representative for assistance updating your industry.

Parameters

Team Filter

To filter by Team(s), click the TEAM dropdown at the top left. Search for and select the checkbox your preferred Team(s) from the following tabs:

  • My Teams
  • All Teams

Click Apply to filter for your chosen team(s).

Dashboard Filters

Click FILTERS to filter by:

  • Major: Major Only or All Incidents
  • time_range: Last 7 days, Last 30 days or Last 90 days. Note: These time ranges are not currently adjustable.
  • Urgency: High Urgency, Low Urgency or All Incidents

Click APPLY to apply your chosen filters.

You may remove specific filters by clicking FILTERS and then clicking the X to the right of the filter. To reset the dashboard to its default filters, click FILTERS RESET FILTERS.

Team Performance Metrics

MetricDefinition
Response Effort in HoursTotal time in hours that all involved responders have spent resolving each incident from their acknowledgement to resolution.
Response Effort in Hours by TeamResponse Effort in Hours (defined above) broken out by team.
Incident VolumeTotal count of incidents.
Incident Volume by TeamTotal count of incidents broken out by team. In cases where responders across multiple teams are involved, the count is not distinct (e.g., if Roger from Team A and John from Team B are involved in responding to an incident, it will be counted for Team A and for Team B as well).
EscalationsTotal count of instances where an incident is escalated between responders assigned to an escalation policy.
Escalations by TeamTotal count of escalations (defined above) broken out by team.
Interruption VolumeTotal count of phone, SMS or push incident notifications sent to responders. Interruptions are grouped by Business Hours, Off Hours and Sleep Hours:

- Business Hours: 8am-6pm Mon-Fri, based on the user’s time zone.
- Off Hours: 6pm-10pm Mon-Fri and all day Sat-Sun, based on the user’s time zone.
- Sleep Hours: 10pm-8am every day, based on the user’s time zone.

Time Zone Note: If the user has not set their local time zone in their PagerDuty account, then the account’s time zone is used.
Interruption Volume by TeamInterruption volume (defined above) broken out by team.

Team Details Metrics

For the Response Effort in Hours by Team, Incident Volume by Team, Escalations by Team and Interruption Volume by Team metrics, one can drill down into data for each team by clicking on the team’s name. Each Team Details page will have Incident Response and Incident Impact metrics. Any filters applied to the Team Performance dashboard will carry over to the Team Details view as well.

Incident Response

MetricDefinition
MTTAMean time to acknowledge
MTTRMean time to resolve
MTTR vs. Incident VolumeA bar chart of Incident Count with the Mean Time to Resolve in minutes transposed for comparison.
EscalationsTotal count of instances where an incident is escalated between responders assigned to an escalation policy.
ReassignmentsTotal count of instances where an additional responder, who was not on-call for the incident, is added.
MTTR vs. Incident VolumeA bar chart of Incident Count with the Mean Time to Resolve in minutes transposed for comparison.

Incident Impact

MetricDefinition
Interruption Hours TrendMonth-over-month trend report in volume of phone, SMS or push incident notifications sent to responders. Interruptions are grouped by Business Hours, Off Hours and Sleep Hours:

- Business Hours: 8am-6pm Mon-Fri, based on the user’s time zone.
- Off Hours: 6pm-10pm Mon-Fri and all day Sat-Sun, based on the user’s time zone.
- Sleep Hours: 10pm-8am every day, based on the user’s time zone.

Time Zone Note: If the user has not set their local time zone in their PagerDuty account, then the account’s time zone is used.
Response Hours Cost- Month-over-month bar chart with the amount of response hours. Hover over each bar to see the cost of response hours.
- Response Hours is total time in hours that all involved responders have spent resolving each incident from their acknowledgement to resolution. Cost is total hours multiplied by $50 USD per hour.
Incidents ListA list of all incidents and their details for the time range parameter specified.
MTTEMean time to engage: A measurement of people response time, similar to MTTA, but used only for 2nd, 3rd, and nth responders.

It measures the time from the first user engagement (acknowledgement or responder request acceptance) to the last user engagement. This metric is null for incidents with a single engaged user.
MTTMMean time to mobilize: A measurement of the time from incident creation to the last user engagement (acknowledgement or responder request acceptance). This metric is null for incidents with a single engaged user.

Incidents List

ColumnDefinition
Incident Number The incident’s ID number.
Description The incident’s description
Service NameThe service that the incident was triggered on.
Team NameThe name of the Team including responders for the incident.
UrgencyThe urgency of the incident.
Major IncidentA True/False statement on whether the incident qualified as a Major Incident.

Major Incidents are defined as the top two levels of your priority settings, or if multiple responders are added and acknowledge. Anyone who accepts a request to join the incident, who acknowledges the incident, or who reopens it will be included in this count.
Resolved AtThe timestamp of when the incident was resolved in the UTC time zone.
Response HoursThe total time in hours that all involved responders have spent resolving each incident from their acknowledgement to resolution.
# of RespondersCount of responders involved in the incident.
Response CostCost is total response hours (defined above) multiplied by $50 USD per hour.
InterruptionsTotal count of phone, SMS or push incident notifications sent to responders.

Services List

ColumnDefinition
NameThe service name.
Service IDThe service’s ID.
IncidentsThe total count of incidents.
Major IncidentsThe total count of major incidents.

Major Incidents are defined as the top two levels of your priority settings, or if multiple responders are added and acknowledge. Anyone who accepts a request to join the incident, who acknowledges the incident, or who reopens it will be included in this count.
MTTAMean time to acknowledge.
MTTRMean time to resolve.
MTTEMean time to engage: A measurement of people response time, similar to MTTA, but used only for 2nd, 3rd, and nth responders.

It measures the time from the first user engagement (acknowledgement or responder request acceptance) to the last user engagement. This metric is null for incidents with a single engaged user.
MTTMMean time to mobilize: A measurement of the time from incident creation to the last user engagement (acknowledgement or responder request acceptance). This metric is null for incidents with a single engaged user.
Time W/O Major IncidentPercentage of time during the specified time frame that the service was not experiencing a Major Incident (defined above).
Response HoursThe total time in hours that all involved responders have spent resolving each incident from their acknowledgement to resolution.
Estimated Response CostEstimated cost is total response hours (defined above) multiplied by $50 USD per hour.
InterruptionsTotal count of phone, SMS or push incident notifications sent to responders.
Avg # of RespondersAverage count of responders per incident on the service.

Service Health Dashboard

The Service Health dashboard allows for the discovery of services that drive incidents and cause increased team response effort. Detailed performance views for each service are provided to show the impact of interruptions, how teams respond to incidents, and performance details by incidents and Team metrics. This feature allows service owners to make key decisions on where to allocate resources, make investments and drive continual service health improvement. To access the Service Health Dashboard, navigate to Analytics Intelligent Dashboards Service Health tab.

Parameters

Team Filter

To filter by Team(s), click the TEAM dropdown at the top left. Search for and select the checkbox your preferred Team(s) from the following tabs:

  • My Teams
  • All Teams

Click Apply to filter for your chosen team(s).

Dashboard Filters

Filter by:

  • Major: Major Only or All Incidents
  • time_range: Last 7 days, Last 30 days or Last 90 days. Note: These time ranges are not currently adjustable.
  • Urgency: High Urgency, Low Urgency or All Incidents

Click APPLY to apply your chosen filters.

You may remove specific filters by clicking FILTERS and then clicking the X to the right of the filter. To reset the dashboard to its default filters, click FILTERS RESET FILTERS.

Service Health Metrics

MetricDefinition
Response Effort in HoursTotal time in hours that all involved responders have spent resolving each incident from their acknowledgement to resolution.
Response Effort in Hours by ServiceResponse Effort in Hours (defined above) broken out by service.
Incident VolumeTotal count of incidents.
Incident Volume by ServiceTotal count of incidents broken out by service.
EscalationsTotal count of instances where an incident is escalated between responders assigned to an escalation policy.
Escalations by ServiceTotal count of escalations (defined above) broken out by service.
Interruption Volume TrendMonth-over-month trend report on the volume of phone, SMS or push incident notifications sent to responders. Interruptions are grouped by Business Hours, Off Hours and Sleep Hours:

- Business Hours: 8am-6pm Mon-Fri, based on the user’s time zone.
- Off Hours: 6pm-10pm Mon-Fri and all day Sat-Sun, based on the user’s time zone.
- Sleep Hours: 10pm-8am every day, based on the user’s time zone.

Time Zone Note: If the user has not set their local time zone in their PagerDuty account, then the account’s time zone is used.
Interruption Volume by ServiceInterruption volume (defined above) broken out by service.

Service Details Metrics

For the Response Effort in Hours by Service, Incident Volume by Service, Escalations by Service and Interruption Volume by Service metrics, one can drill down into data for each service by clicking on the service’s name. Each Service Details page will have Incident Response and Incident Impact metrics. Any filters applied to the Service Health dashboard will carry over to the Service Details view as well.

Incident Response

See definitions above.

Incident Impact

See definitions above.

Incidents List

See definitions above.

Teams List

List of this service’s incidents specific to each Team that included a responder. Service owners can see if their services have impacted other Teams in the last week or month. If the number of the incidents impacting an external Team increases over time, this may indicate a service ownership issue.

ColumnDefinition
NameThe name of the Team including responders for the incidents on this service.
IncidentsTotal count of incidents.
MTTAMean time to acknowledge.
MTTRMean time to resolve.
Response HoursTotal time in hours that all involved responders have spent resolving each incident from their acknowledgement to resolution.
Estimated Response CostEstimated cost is total response hours (defined above) multiplied by $50 USD per hour.
Avg # of RespondersAverage count of responders per incident on the service.

Edit or Download Data

At the upper right of each data module you will see the More Options menu. Here you may Download Image on graphs, and on lists you may Edit Pivot, Search and Download Data.

FAQ

How far back can I look at my data?

Expand

At moment 90 days, but longer time frames and custom date ranges are on the road map.


Learn more