Responder Insights
Responder
The Responder report provides insights into incident impact on individual responders. It also includes a Responders List with metrics such as interruptions count, MTTA, and response effort (incident duration).
To view the Responder report, navigate to Analytics Insights and select the Responder tab.
Responder report
Deleted Users
Please note that information related to deleted users will not appear in the Responder report.
Filter and Search the Responder Report
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 your selected time period is the last week, the cards will show you the change in each metric compared to the week prior.
| Metric | Description |
|---|---|
| Responder Incidents | Total count of incidents that the selected responders were engaged in. Excludes incidents where deleted users were the only responders. |
| Responder Interruptions | Interruptions 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. |
| Total Response Effort | Total time responders spent engaged in resolving incidents. Measured from the time a responder acknowledges or accepts a responder request until the incident is resolved. Excludes incidents where deleted users were the only responder. |
| Responder MTTA | The average Mean Time to Acknowledge per active responder. Excludes incidents that were not acknowledged. |
Data Visualizations
You can change the dropdown at the top left to select one of following visualizations:
| Visualization | Description |
|---|---|
| Incident Volume | Number of incidents per responder. |
| Interruption Volume | Number of interruptions per responder. |
| Response Effort | Number of hours per responder. |
| MTTA | Mean time to acknowledge in minutes per responder. |
Responders List
Below the data visualization you will see the Responders 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 a specific responder.
- 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 responder, incident count or acknowledged count in the Responder, 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 Responders List columns are:
| Column Name | Description |
|---|---|
| Responder | Details the responder's name. |
| Incidents | The total count of incidents that the responder was assigned to within the specified time period. |
| Acknowledged Incidents | The percentage and the total number of incidents that were acknowledged on the service. Only explicit incident acknowledgments count; reassign, resolve, and escalation actions do not imply acknowledgement. Acknowledgements by added responders are excluded from this metric. |
| Interruptions | Interruptions 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. |
| Notifications | The total count of incident notifications sent via push, phone call, email and SMS. |
| MTTA | The average time between when an incident is first assigned to a user and when the user first acknowledges the incident. Reassign, resolve, and escalation actions do not imply acknowledgement. |
| Response Effort | The total engaged time of the responder, measured from the time a responder acknowledges or accepts a responder request, until the incident is resolved. |
| Timeout Escalated Incidents | The total count of the user’s assigned incidents that were escalated due to timeouts. |
| Manually Escalated Incidents | The total count of the user’s assigned incidents that were manually escalated away from a user without acknowledgement. |
| Responder ID | The responder's User ID (e.g., PXXXXXX). |
| Team | The Team each responder belongs to. Teams allow users to group and control user access to associated PagerDuty objects, such as escalation policies, users, schedules and services. |
| Time On-Call | The total time that the responder was on any escalation policy. |
| Time On-Call EP Level 1 | The total time that the responder was on level 1 of any escalation policy. |
| Time On-Call EP Level 2+ | The total time that the responder was on levels 2 or higher of any escalation policy. |
| Business Hour Interruptions | Interruptions that happened on weekdays between 8 a.m. and 6 p.m.* |
| Off Hour Interruptions | Interruptions 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 Interruptions | Interruptions that happened any day of the week between 9 p.m. and 8 a.m.* |
| Reassigned Incidents | The total count of a user's assigned incidents that were reassigned away from the user to another user or escalation policy. |
* 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 Responders 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 Responder Report
Please read Share a Report for more information on sharing or exporting the report.
Updated about 5 hours ago