Reports

View and download reports of historical account data

Reports provide multiple account-wide views of historical data that leadership can use to improve operational maturity. Depending on your pricing plan, there are two tiers of reporting available:

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Required User Permissions

All users, with the exception of Restricted Access and Limited Stakeholder users, can view Reports.

Advanced Reporting

Advanced Reporting is comprised of the following reports (including Basic Reporting), found under the Analytics Reports menu:

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Pricing Plans

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.

Time Zones

  • System, Team and User 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.

Team Filters

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.

System Report

The System Report provides an overview of your account by escalation policies and services.

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Note

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.

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Select view filter

Parameters

Report by

Select one of the following from the dropdown:

  • Service
  • Escalation Policy

View

Select one of the following from the dropdown:

  • 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

Date Range
Filter the data’s date range by selecting:

  • Day
  • Week
  • Month
  • Select the time range dropdown to select a custom range. Once you have selected your time range, click Apply.

The date filters will filter incidents according to when the incident was created.

Incident Status

Above the reports table, you will also be able to filter by incident status:

  • All
  • Escalated/Reassigned
  • Still Open

Actions

Once you have set your desired parameters, you can drill down report data or view more details by clicking the following in the Actions column of the report table:

  • View Incidents: Drill down to data for a specific service or escalation policy.
  • View Service: View the service.
  • View Policy: View the escalation policy.

Summary Metrics

Compare Summary Metrics for escalation policies or services to the previous, equivalent date range of the current report. The date range shown for the percent change calculation includes the first date and excludes the second date. For example, for the date range November 17th to November 25th, data for November 17th will be included, however data for November 25th will not be included. These statistics may be viewed in the bottom right hand corner of your system report page.

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System report summary metrics

Data

Services/Escalation Policies

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 is triggered and when it is resolved. Acknowledge, reassign, and escalation actions do not imply resolution.

Escalated High-Urgency Incidents

How many incidents escalated before being resolved.

High Urgency Incidents

Incident Number

The incident’s ID number.

Description

The incident’s description.

Service

The incident’s service.

Escalation Policy

The incident’s escalation policy.

Opened On

The timestamp of when the incident was opened.

Time to Acknowledge

The amount of time lapsed before the incident was acknowledged.

Time to Resolve

The amount of time lapsed before the incident was resolved.

Resolved by User

The user who resolved the incident.

Escalation Count

The count of escalations that occurred before the incident was acknowledged.

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. This report allows team members and leads to get a holistic sense of their performance and operational load over time.

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Team report

Parameters

Escalation Policy

Select one of the following:

  • All Escalation Policies
  • Or select a specific escalation policy

Date Range

Filter the data’s date range by selecting:

  • Day
  • Week
  • Month
  • Select the time range dropdown to select a custom range. Once you have selected your time range, click Apply.

The date filters will filter incidents according to when the incident was created.

Incident Status

Above the reports table, you will also be able to filter by incident status:

  • All
  • Escalated/Reassigned
  • Still Open

Summary Metrics

Summary Metrics for escalation policies as compared to the previous, equivalent date range of the current report. The date range shown for the percent change calculation includes the first date and excludes the second date. For example, for the date range November 17th to November 25th, data for November 17th will be included, however data for November 25th will not be included. These statistics may be viewed in the bottom right hand corner of your system report page. These statistics may be viewed in the bottom right hand corner of your Team report page.

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Team report summary metrics

Data

Most Recent High-Urgency Incidents

Incident Number

You can click the incident number to see the incident details and the incident log.

Service

The service that the incident was triggered on. By clicking the service name you can view that service.

Opened On

The date and time when the incident was triggered.

Time to Resolve

The length of time it took to resolve the incident.

Resolved By User

Who resolved the incident. If it says Not Available, the incident was not directly resolved by a user.

Description

The description of the incident.

Escalation Count

The count of users that the incident was escalated to.

All high-urgency incidents

Click See All High-Urgency Incidents from [DATE RANGE SELECTED].

Incident Number

The service that the incident was triggered on. By clicking the service name you can view that service.

Description

The incident’s escalation policy.

Service

The timestamp of when the incident was opened.

Escalation Policy

The amount of time lapsed before the incident was acknowledged.

Opened On

The amount of time lapsed before the incident was resolved.

Time to Acknowledge

The amount of time lapsed before the incident was resolved.

Time to Resolve

The amount of time lapsed before the incident was resolved.

User Report

The User Report provides detailed information about individual responders in PagerDuty. Only users who were on call, or have been assigned at least one incident will appear in User Reports.

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User report

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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

Date Range

Filter the data’s date range by clicking the dropdown to select a custom range. Once you have selected your time range, click Apply.

Data

User

The user’s name.

Time On Call

The total time that the user was on call in 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 the 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 the user’s assigned incidents that were escalated due to timeouts.

Manual Escalations

The percentage and total number of the user’s assigned incidents that were manually escalated away from a user without acknowledgement.

Reassignments

The percentage and total number 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.

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.

Percentages are calculated by dividing the count of actions—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.

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Note

Please see sections below for Notifications and Incidents reports.

Basic Reporting

With Basic Reporting There are two reports found under the Analytics Reports menu:

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Pricing Plans

Basic reporting is offered on all PagerDuty pricing plans.

Time Zones

  • 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.

Notifications Report

The notifications report allows you to view specific details about the notifications that are sent to your users. To view this report, navigate to Analytics Reports Notifications tab.

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Notifications report

Parameters

Date Range

Filter the data’s date range by selecting:

  • Day
  • Week
  • Month
  • Select the time range dropdown to select a custom range. Once you have selected your time range, click Apply.

Data

Historical

The first table you will see is a historical record for the time range selected. For example, if you selected Week, you will see a table of historical week over week ranges.

Date Range

Date range for the notifications received.

Email

Count of email notifications.

SMS

Count of SMS notifications.

Phone

Count of phone notifications.

Push

Count of push notifications.

Total

Total count of notifications.

Drill Down

If you choose to drill down to a specific date range by clicking View Online, the notifications data will be as follows:

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, duration, who resolved and escalations. To view this report go to Analytics Reports Incidents tab.

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Incidents report

Parameters

Date Range

Filter the data’s date range by selecting:

  • Day
  • Week
  • Month
  • Select the time range dropdown to select a custom range. Once you have selected your time range, click Apply.

Actions

Once you have set your desired parameters, you can drill down report data or download a CSV by clicking the following in the Actions column of the report table:

  • View Online: Drill down to data for a specific date range.
  • Download CSV: Download a CSV of the historical data.

Data

Historical

The first table you will see is a historical record for the time range selected. For example, if you selected Week, you will see a table of historical week over week ranges.

Date Range

A historical list of date ranges based on your parameter selection.

Total

The total count of incidents for the date range.

Drill Down

If you choose to drill down to a specific date range by clicking View Online, the incidents data will be as follows:

Incident Number

The incident’s ID number. You can click the incident number to see the incident details and the incident log.

Service

The service where the incident was triggered. To view more details, click the service name.

Opened On

The timestamp of when the incident was triggered.

Resolved On

The timestamp of when the incident was resolved.

Resolved By User

The user who resolved the incident. If this field says Not Available, the incident was not directly resolved by a user.

Duration

The length of time it took to resolve the incident.

Escalated?

Information on whether the incident had to be escalated, and the escalation count.

Download Data to CSV

You can download CSV files for the data in the following reports:

  • System Report
  • Team Report
  • User Report
  • Notifications Report
  • Incidents Report

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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.

Download a System Report CSV

To download a CSV, you must drill down the data by clicking View Incidents and then click Download CSV on the right.

Download a Team Report CSV

To download a CSV, you must drill down the data by clicking See All High-Urgency Incidents from [DATE RANGE SELECTED] and then click Download CSV on the right.

Download a User Report CSV

To download a CSV with data for a specific user, click data from the table and then click Download CSV to the right.

Download a Notifications Report CSV

  • Historical Table: Click Download CSV under the Actions column.
  • Drill Down: Click View Online to the right of the date range and then click Download CSV.

Download an Incidents Report CSV

  • Historical Table: Click Download CSV under the Actions column.
  • Drill Down: Click View Online to the right of the date range and then click Download CSV.

CSV Fields

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

With basic reporting, the exported CSV will include the following columns of information:

  • #
  • Service
  • Opened On
  • Resolved On
  • Resolve By
  • Duration
  • #Escalations

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.

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Template Note

This template below is only available in Google Sheets. It cannot be opened in Excel.

You can access the template here. Please use the Instructions tab first to read the instructions and tips for use.

Data Export

All incident reports are exported in the account's time zone. 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.


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