Advanced Reporting is available on Business and Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan featuring Advanced Reporting. In addition to Basic Reporting, these accounts include the following reports:
User, Team, and System reports use the account-level time zone for filtering and display. The account-level time zone is also used for drilldowns.
Incident .csv exports for Advanced Reporting reports include timestamps in the account-level time zone.
If a Team organization filter is applied when viewing advanced reporting, reports will display data for the Team filtered, and the reported incidents will be filtered to reflect the escalation policies on that team.
Note
The CSV is currently limited to a maximum of 20,000 records. After 20,000 rows, the export will be truncated, so if your CSV contains exactly 20,000 rows, you may have partial data.
System Report
The system report provides an overview of your account by escalation policies and services.
Incidents created prior to May 2013 do not have an escalation policy ID associated with them, and will not be visible within the system report when filtering by escalation policy. However, you can still view these incidents by service.
Parameters
Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range. The date filters will filter incidents according to when the incident was created.
Data may be sorted by either service or escalation policy.
You can review data by the:
- Number of High-Urgency Incidents
- Mean Time to Acknowledge High-Urgency Incidents
- Median Time to Acknowledge High-Urgency Incidents
- 90th Percentile Time to Acknowledge High-Urgency Incidents
- Mean Time to Resolve High-Urgency Incidents
- Median Time to Resolve High-Urgency Incidents
- 90th Percentile time to Resolve High-Urgency Incidents
You can drill down this report to by clicking on View Incidents, or view the escalation policy by clicking View Policy under the Actions column.
Below the incidents graph you may select which escalation policies or services you would like to view. Services or escalation policies may be selected by checking the boxes to the left of each item.
Data
Service/Escalation Policy
The service or escalation policy that is being reported on.
High-Urgency Incidents
The number of incidents during the time period for that service or escalation policy.
MTTA (Mean time to acknowledge)
The average time between when an incident is triggered and it is acknowledged by a user. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTR (Mean time to resolve)
The average time between when an incident triggered and when is it resolved. Acknowledge, reassign, and escalation actions do not imply resolution.
Escalated High-Urgency Incidents
How many of these incidents were escalated before being resolved.
Use Case
Compare Summary Metrics for escalation policies or services to the previous month. These statistics may be viewed in the bottom right hand corner of your system report page.
Team Report
The team report allows you to compare metrics across teams, see if you’re falling within targets, and understand the impact of incident count on response efficiency. It's a good way for team members and leads to get a holistic sense of their performance and operational load over time.
Parameters
Data may be sorted by either one or all escalation policies.
Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range. The date filters will filter incidents according to when the incident was created.
Data
Incident Number
You can click the incident number to see the incident details and the incident log.
Service
This is the service name that the incident was triggered on, by clicking on the service name you can view that service.
Opened On
Shows the date and time the incident was triggered.
Time to Resolve
Shows the length of time it took to resolve the incident.
Resolved By User
This shows who resolved the incident; if it says 'Not Available' the incident was not directly resolved by a user.
Description
Shows the description of the incident.
Escalation Count
Shows the number of people the incident was escalated to.
Use Case
Summary Metrics for escalation policies or services as compared to the previous month are also present. These statistics may be viewed in the bottom right hand corner of your system report page.
User Report
User reporting provides detailed information about individual responders in PagerDuty. Only users who have been assigned at least one incident will appear in User reports.
Note
It’s important to keep in mind that while PagerDuty is providing insight into individual usage patterns, we are not assigning any judgment of performance or giving a meaning to any particular number. As such, we advise against inferring anything without careful consideration of your incident management processes and workflows.
Parameters
Filter by date range. The date filters will filter incidents according to when the incident was created.
Data
Time On Call
The total time that a given user was on-call on one or more schedules assigned to escalation policies during the specified time frame*.
High-Urgency Incidents
The total number of high-urgency incidents assigned to a given user during the specified time frame.
Acknowledged
The percentage and the total number of assigned incidents acknowledged by the user. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement.
Timeout Escalations
The percentage and total number of assigned incidents that are escalated due to timeouts.
Manual Escalations
The percentage and total number of assigned incidents that are manually escalated away from a user without acknowledgement.
Reassignments
The percentage and total number of a user’s assigned incidents that are manually reassigned to a user who is not on the original escalation policy, or to another escalation policy.
Mean time to Acknowledge
The average time between when an incident is first assigned to a user and when the incident is first acknowledged by that user. Reassign, resolve, and escalation actions do not imply acknowledgement.
Percentages are calculated by dividing the action—such as acknowledging an incident—by the total number of incidents assigned to a user.
*Time on call is not recorded when users are placed directly on an escalation policy level outside of a schedule. If a user is concurrently on-call on two schedules, that time is not counted twice. Please note that Time on Call data was not recorded before 12:00 AM (UTC), October 31st, 2015.
Basic reporting is offered on any level of PagerDuty plan. There are two reports found under the Reporting page:
Visit the Data Export section to read about exporting reports.
Incident and Notification reports in Basic Reporting use the user's configured time zone for filtering and display. Incident .csv exports include timestamps in the account-level time zone. Notification exports include timestamps in UTC.
Note
The CSV is currently limited to a maximum of 20,000 records. After 20,000 rows, the export will be truncated, so if your CSV contains exactly 20,000 rows, you may have partial data.
Notifications Report
The notifications report allows you to view specific details about all of the notifications that are sent to your users in both graphical and tabular form.To view this report go to the Reporting page and click on the Notifications tab.
Parameters
Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range.
View incidents report data, by clicking on View Online or Download CSV under the Actions column.
Data
Date
Date of the notification
Notification Type
The contact method used for the notification
Address
Email address or phone number the notification was sent to
User
User that received the notification
Incidents Report
The incidents report gives a detailed view of an incident's service, its duration, and who resolved it as well as whether it escalated. To view this report go to the Reporting page and click on the Incidents tab.
Parameters
Set the data rollup period by selecting Daily, Weekly, or Monthly. Filter by date range.
View incidents report data, by clicking on View Online or Download CSV under the Actions column.
Data
Incident Number
You can click the incident number to see the incident details and the incident log
Service
This is the service name that the incident was triggered on, by clicking on the service name you can view that service
Opened On
Shows the date and time the incident was triggered
Resolved On
Shows the date and time the incident was resolved
Resolved By User
This shows who resolved the incident; if it says 'Not Available' the incident was not directly resolved by a user
Duration
Shows the length of time it took to resolve the incident
Escalated?
Shows whether the incident had to be escalated and how many times
Data Export
All incident reports are exported in UTC time. You can use our API to create an incident report under a specified time zone:
You can also use our API to include the description of each incident in your report. Here is a Python script you can reference: get_incident_details_csv.py.
Users with Advanced Reporting available to their account can download a CSV file with more information to open up a number of powerful reporting options for your PagerDuty account. You can utilize the raw data as is, or use the generated CSV as a starting point to build your own custom reports.
Note
Advanced Reporting is available on current Business and Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan featuring Advanced Reporting.
CSV Fields
With basic reporting, the exported CSV will include the following columns of information:
#- Service
- Opened On
- Resolved On
- Resolve By
- Duration
#Escalations
With advanced reporting, the exported CSV will include additional columns of information:
- id
- incident_number (# column in basic report)
- description
- service_id
- service_name (Service column in basic report)
- escalation_policy_id
- escalation_policy_name
- created_on
- seconds_to_first_ack
- seconds_to_resolve (Duration column in basic report)
- auto_resolved
- escalation_count (the number of people the incident was escalated to)
- auto_escalation_count
- acknowledge_count
- assignment_count
- acknowledged_by_user_ids
- acknowledged_by_user_names
- assigned_to_user_ids
- assigned_to_user_names
- resolved_by_user_id
- resolved_by_user_name
Options to Download the CSV
On the Reporting page:
- Go to System report, click any View Incidents link, and click Download CSV.
- Go to Team report, click See All Incidents from [dates], and click Download CSV.
- Go to Incidents report, and click any Download CSV link.
The CSV you download will be filtered based on the report selected before hitting the download link: Service or Escalation Policy for the System report, Escalation Policy for the Team Report, and Date Range for any report.
The CSV is currently limited to a maximum of 20,000 records. After 20,000 rows, the export will be truncated, so if your CSV contains exactly 20,000 rows, you may have partial data.
Template for Pivot Table Creation
You can access a template that will provide different ways to use the Advanced Reporting CSV at the link below. The template is view only, but contains instructions to make a copy of the file, fill in data from your CSV, and use the pivot tables to see a full spectrum of what’s happening with your PagerDuty incidents.
You can access this template here. Please use the Instructions tab first to read the instructions and tips for use.
If you are not seeing all data in the pivot tables when using this template, check your report editor for applied filters. Under any of the Filter fields, click Show: _ Items and click either Select All or the fields you would like to see.