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On this page
  • Data Retention
  • Filters
  • Service Owner
  • Incident Overview
  • Response Metrics
  • Metrics
  • Custom Aggregation: xTTA and xTTR
  • Charts
  • Alert Noise Reduction
  • Count of Silenced Alerts
  • Noise Reduction by Service
  • Transient Alert Metrics
  • Export

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  1. Analytics

Analytics (New)

Analytics for measuring your Team's performance

PreviousLive Call RoutingNextOrganization Level Analytics

Last updated 1 month ago

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Availability:

Analytics is available on all plans with the following plan-specific features:

  1. Data Retention: Access to historical data varies by plan. .

  2. Custom Aggregation (choose aggregation method like Mean, Median, etc.): Available on Premium and Enterprise plans. .

  3. Transient Alert Metrics: Available exclusively on the Enterprise plan.

Access Control:

  • RBAC (Role-Based Access Control): Users with "read analytics" permission can access team-level analytics for that specific team.

  • OBAC (Owner-Based Access Control): All users in a team can access team-level analytics for that team.

Scope:

This page covers team level analytics. For organization level analytics, refer .

Data Retention

  • Enterprise Plan: Data retained for 2 years. You can filter up to 1 year of data at a time.

  • Premium Plan: Data retained for 1 year.

  • Pro Plan: Data retained for 6 months.

  • Free Plan: Data retained for 3 months.

Filters

The following filter fields are available:

  • Current Assignee

  • Service

  • Service Owner

  • Tags

  • Priority

  • Date

Service Owner

Use this filter to view analytics for services owned by specific users or squads.

Example: Filter analytics to show only incidents for services owned by "Ops Squad," giving you insights into the performance of Ops Squad.

Incident Overview

The Incident Overview section provides a summary of all incidents, including key details such as status, priority, and service impact. It offers a high-level view of incident trends and performance across your services.

Chart Title
Description
Screenshot

Incidents

Total count of incidents with a comparison with the previous time period

Incident Count by Status

Total count of incidents, grouped by status

Incident Count by Priority

Total count of incidents, grouped by priority

Incident Count Over Time

Total count of incidents, grouped by date of creation You can further group this chart by status or priority

Incident Count by Assignee

Total count of incidents, grouped by Assignee (excluding Escalation Policies) The top 10 assignees by incident count is displayed by default. To view the count of incidents for each assignee, you can export this chart as a CSV

Incident Count by Service

Total count of incidents, grouped by Service

You can further group this chart by priority The top 10 services by incident count is displayed by default. To view the count of incidents for each service, you can export this chart as a CSV

Note: Incidents in the suppressed status are excluded from Incident overview

Response Metrics

The Response Metrics section provides key insights into your team's performance, focusing on Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metrics. It helps track the efficiency of incident response and resolution over time.

Metrics

MTTA

Mean of TTA (Time to Acknowledge) for each incident under the applied filters. The following incidents are excluded from this calculation:

• Incidents that are in the triggered status • Incidents that weren't never acknowledged. These are incidents that were directly resolved after being triggered. Example: Auto-resolved incidents If there are multiple acknowledgements for an incident, we consider the TTA of the latest acknowledgement.

MTTR

Mean of TTR (Time to Resolve) for each incident under the applied filters.

Only incidents in the resolved status are included in this calculation

Custom Aggregation: xTTA and xTTR

In addition to mean, you can aggregate TTA (Time to Acknowledge) and TTR (Time to Resolve) by:

  • Median

  • 75th percentile

  • 90th percentile

  • 99th percentile

Your selection will apply to all charts in the Response Metrics section

xTTA (or xTTR) refers to the method of aggregation applied to TTA and TTR metrics. "x" can represent Mean, Median, P75, P90, P99 depending on the selected option.

Note: Custom aggregation is available on Premium and Enterprise plans. Users on Pro and Free plans can aggregate by mean only.

Charts

Chart Title
Description
Screenshot

MTTA (or xTTA)

MTTA (or xTTA) for the current team with a comparison with the previous time period

MTTR (or xTTR)

MTTR (or xTTR) for the current team with a comparison with the previous time period

MTTA (or xTTA) over Time

MTTA (or xTTA) grouped by date of incident creation

MTTR (or xTTR) over Time

MTTR (or xTTR) grouped by date of incident creation

MTTA (or xTTA) by Priority

MTTA (or xTTA) grouped by incident Priority

MTTR (or xTTR) by Priority

MTTR (or xTTR) grouped by incident priority

MTTA (or xTTA) by Service

MTTA (or xTTA) grouped by Service The top 10 services by xTTA are shown by default. You can export the chart to see xTTA for all services

MTTR (or xTTR) by Service

MTTR (or xTTR) grouped by Service The top 10 services by xTTR are shown by default. You can export the chart to see xTTA for all services

Alert Noise Reduction

The alert noise reduction section shows how alert noise for each of your services was silenced. Notifications are not sent for these silenced alerts.

Count of Silenced Alerts

Count of silenced alerts

=

Note: This chart shows data across all services under applied filters

Noise Reduction by Service

Metric
Description

Transient

Count of transient alerts for the chosen service identified using APTA

Intelligently Grouped

Count of alerts for the service that were grouped using Intelligent Alert Grouping

Deduplicated

Count of alerts for the service that were deduped using Dedupe Keys or Dedupe Rules

Suppressed

Count of alerts for the service suppressed using Suppression Rules

Noise Reduction %

(Count of silenced alerts for the service) ÷ (Count of incoming alerts for the service)

Transient Alert Metrics

Metric
Description

Total Incidents

Total count of alerts for the chosen service

Marked as Transient

Count of alerts for the service that were marked as transient and suppressed using APTA

Transient

Count of alerts for the servicethat were correctly identified as transient. These incidents were auto-resolved within the APTA timeout window for the service

This is a subset of incidents marked as transient

Breached Timeout Window

Count of alerts for the service that breached the timeout window and were re-triggered after being marked as transient

This is a subset of incidents marked as transient

Non-Transient Alerts

These are alerts for the service that weren’t marked as transient

Export

Each chart can be exported as a CSV file.

count of transient alerts identified using

+ count of alerts suppressed using alert

+ count of alerts deduplicated using or

+ count of alerts grouped using

Have any questions? .

Learn more
Learn more
here
Auto Pause Transient Alerts (APTA)
Suppression Rules
Key Based Deduplication
Dedupe Rules
Intelligent Alert Grouping (IAG)
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