Advanced Analytics

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Advanced Analytics are available on our current Standard and Enterprise plans, as well as the Enterprise (Legacy) plan. Please contact our sales team if you would like to upgrade to a plan featuring Advanced Analytics. In addition to basic analytics, these accounts include the following reports:

If a Team Organization filter is applied when viewing advanced analytics, 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

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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.

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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.

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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.1

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 that user acknowledges the incident. 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.

1Time 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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