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Engagement Report

This report is created for each team separately.

The Engagement Report highlights the analytical depth of your team’s incident management efforts. Available on-demand through the Teams > Reports section in the Web App with flexible date selection, this feature also arrives on a weekly basis in your inbox.

• Scheduled Delivery: Automatically sent every Monday at 7 AM local time for a consistent, timely overview of the past week’s activities. Reschedule the delivery in your team’s settings.
• Incident Management Summary: Snapshot of total incidents, percentage of resolved incidents and time with and without open incidents, highlighting effectiveness and responsiveness.
• Performance Metrics: Average and median response and resolution times, with details on individual incidents.
• Team Performance Analysis: Data analysis on team performance trends, with customizable sections for additional metrics.

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Incident is Managed in 2+ Teams Or Team is Changed

• The incident will only be listed in the report as long as it remains in your team. If you assign an incident that was originally in this team to another team, it will only appear in the other team’s report.
• If an incident was assigned to your team after its creation, the values in the report may differ. See the example below.
  • Example
    • Incident is created in Team A (t=0 min)
    • Team A, Member 1 acknowledges the incident (t=10 min)
    • Incident is assigned to Team A & B (t=15 min)
    • Team B, Member 2 acknowledges and resolves the incident (t=20 min)
    • Team A Report:
      • Started: 0 min
      • Time To Response: 10 min
      • First Responder: Team A, Member 1
      • Time To Resolve: 20 min
      • Resolver: Team B, Member 2
      • On-Call (T1): Team A, Tier 1 Member(s) when incident was started
    • Team B Report:
      • Started: 15 min (the point in time when the incident was assigned to Team B)
      • Time To Response: 5 min (20 min after creation, 5 min after assignment)
      • First Responder: Team B, Member 2 (first responder after assignment)
      • Time To Resolve: 5 min (20 min after creation, 5 min after assignment)
      • Resolver: Team B, Member 2
      • On-Call (T1): Team B, Tier 1 members, plus all notified Team A members, when incident was assigned to Team B in t=15 min

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On-Call Report

This report allows Org Admins and Org Owners to have an overview of their users’ on-call times. Here’s how you find it & how it works:

1. In the Web App, open Organizations.
2. Click on the On-Call Report button for the desired organization.

1. The Report is available on-demand with flexible date selection and per default features all on-call times of the current month. The timezone can be used to further fine tune the observed interval. If you have users living in different timezones, this feature helps to determine their actual on-call times for e.g. the month according to their timezone. This can be pretty important for payroll purposes.
2. You can see the on-call times of your organization’s users for the selected interval. Note that only Tier 1 and Tier 1 fill-up times are currently represented. If a user is on-call in 2 different teams of one organization at the same time, the time is still only counted once.
3. Download button: Download a .csv of the on-call times for the selected time interval.