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Escalation Policy Insights

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, MTTA, MTTR, and Escalated Incidents.

To view the Escalation Policy report, navigate to the Analytics Insights and select the Escalation Policy tab.

A screenshot of the PagerDuty web app showing the Escalation Policy report

Escalation Policy report

Filter and Search Escalation Policy

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Filter Options and Limits

Please see our Filter Reports section for more information on filtering options.

Each report has the following filter limits:

  • Service, Responder, and Escalation Policy Filters: 1000
  • Team Filter: 200

Please see our Filter Limits section for more information.

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.

MetricDescription
Total IncidentsTotal count of incidents matching the provided filters.
Total EscalationsTotal number of escalations on all incidents.
Escalation Policy MTTAMean 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 MTTRMean 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

You can change the dropdown at the top left to select one of following visualizations:

VisualizationDescription
Incident VolumeNumber of incidents per escalation policy.
Escalation VolumeNumber of escalations per escalation policy.
MTTAMean time to acknowledge in seconds per escalation policy.
MTTRMean 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 Columns icon and select your preferred data. The available Escalation Policy List columns are:

Column NameDescription
Escalation PolicyThe escalation policy name.
TeamThe Team name.
IncidentsThe total count of incidents that the Escalation Policy experienced with the specified time period.
Acknowledged IncidentsThe total count of assigned incidents acknowledged by the Team. Only explicit incident acknowledgment counts; reassign, resolve, and escalation actions do not imply acknowledgement. Acknowledgements by added responders are excluded from this metric.
MTTAThe average time for the first assigned user to acknowledge an incident. Reassign, resolve, and escalation actions do not imply acknowledgement.
MTTRThe average time from when an incident was created until it was resolved.
Response EffortThe total engaged time across all responders, measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Response Effort of resolved incidents can be edited on an incident's details page. Edited values are marked with an asterisk (*).
Total EscalationsThe total amount of escalations that occurred for the incidents on this escalation policy.
Escalated IncidentsThe total number of incidents that were escalated.
Escalation Policy IDThe escalation policy ID (e.g., PXXXXXX).
Auto Resolved IncidentsTotal count of incidents that resolved automatically (i.e., not by a human).
MTTEThe average time for assigned second, third, and nth responders to acknowledge an incident. It is similar to MTTA, but used only for subsequent escalations after the first assigned user does not respond.
MTTMThe time between start of an incident, and the last additional responder to acknowledge.
Average Engaged RespondersThe average number of responders who engaged with incidents on this escalation policy.
Total Engaged RespondersThe total number of responders who engaged with incidents on the escalation policy.
Timeout Escalated IncidentsTotal count of incidents that had timeout escalations that occurred on this escalation policy.
Manually Escalated IncidentsTotal count of incidents that had manual escalations on this escalation policy.
Reassigned IncidentsThe total count 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.
InterruptionsInterruptions are when an on-call responder receives a mobile push, phone call or SMS (text) notification. Notifications sent from various channels (push, phone, SMS) to the same destination are counted as one interruption. Notifications that arrive within 60 seconds of each other are counted as a single interruption. Email notifications are excluded from this metric.
Business Hour InterruptionsInterruptions that happened on weekdays between 8 a.m. and 6 p.m.*
Off Hour InterruptionsInterruptions that happened on weekdays between 6 p.m. and 10 p.m., or on a weekend between 8 a.m. and 10 p.m.*
Sleep Hour InterruptionsInterruptions that happened any day of the week between 9 p.m. and 8 a.m.*
Total Snoozed SecondsTotal seconds the incident was snoozed.

* 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.

Updated about 5 hours ago