Incident Activity Insights

The Incident Activity insights report offers a visualization of response effort over time. It also includes an Incidents List with metrics including TTA, responder count, TTE, response effort, TTR, and escalation count.

View Incident Activity Insights

To view the Incident Activity insights report, navigate to Analytics Insights and select the Incident Activity tab.

Filter Insights

You can apply filters to each insights report by clicking at the top of the page next to the date range dropdown. This will open an editor where you can add, edit and remove filters.

Add Filters

1. Select a Date Range from the dropdown at the top of the page.
2. Click the icon to the right of the date range dropdown.
3. Click Add.

Filter Condition Type	Operators	Value Instructions
Escalation Policies	is in	Select escalation policy(ies)
Incident ID	is in - is not in	Enter an incident ID
Priority	is in	Select the priority level(s)
Services	is in	Select service(s)
Status	is in - is not in	Select the incident status(es)
Teams	is in	Select the My Teams tab to only see your Teams, or the Teams tab to see all Teams. Then select Team(s). See the note about Teams Filter Behavior above for more information.
Urgency	equals	Select the urgency level
If you have configured Custom Fields: CUSTOM-FIELD-DISPLAY-NAME (Incident Custom Fields)	Varies based on custom field type: Text: equals; does not equal; contains Single Select: is in; is not in Multiple Select: equals; does not equal; contains Tag: equals; does not equal; contains URL: equals; does not equal; contains Checkbox: equals; does not equal Date Time: is greater than; is less than; is greater than or equals; is less than or equals Decimal: equal; does not equal; is greater than; is less than; is greater than or equals; is less than or equals Integer: equals; does not equal; is greater than; is less than; is greater than or equals; is less than or equals	Varies based on custom field type: Text: Enter a text value. Single Select: Select a single value. Multiple Select: Enter multiple values. Tag: Enter a tag name value. URL: Enter a URL value. Checkbox: Select a True or False value for the checkbox. Date Time: Select date and time values. Decimal: Enter a decimal value. Integer: Enter an integer value.

4. Click Apply Filters in the bottom right of the editor.

To edit or remove a filter:

1. Click under the date range dropdown at the top of the page.
2. Edit the available filters, or click to the right of a filter to remove it.
3. Click Apply Filters in the bottom right of the editor.

Summary Metric Cards

Each card includes a comparison time period. For example, if your selected time period is the last week, the cards show you the change in each metric compared to the week prior.

Metric	Description
Total Incidents	Total count of incidents matching the active filters.
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. The user-defined incident duration, if it exists, is used for this calculation. Read Edit Incident Duration for more information.
MTTA	MTTA is 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.
MTTR	MTTR is 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:

Visualization	Description
Incident Volume	Number of incidents.
Response Effort	Number of hours. The user-defined incident duration, if it exists, is used for this calculation. Read Edit Incident Duration for more information.
MTTA	Mean time to acknowledge in seconds.
MTTR	Mean time to resolve in hours.

Incidents List

Below the data visualization you see the Incidents 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 does not change if you sort the data.
• Drill Down: Click to the left of an incident number to drill down into responder details such as responder status, type of assignment, request and response timestamps, and time to respond. Click an incident number or service name in the Number and Service columns to view more information about those incidents or services.

To customize the columns you would like to view, click the Columns icon and select your preferred data. The available Incidents List columns are:

Column Name	Description
Number	Incident number.
Incident Type	An incident's Incident Type.
Title	Incident title.
Urgency	An incident's urgency level.
Priority	An incident's priority level.
Service	The service where the incident triggered.
Created at	The date and timestamp when the incident was triggered.
Resolved by	The responder who resolved the incident.
Auto Resolved	Whether or not the incident resolved automatically, either via an integration or in PagerDuty.
Responders	The total number of responders who engaged with the incident.
TTA	The amount of time between incident creation and when the first responder acknowledged the incident.
TTR	The time from incident creation to when it was resolved.
Response Effort	The 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 (*).
Escalations	The total count of escalations.
Incident ID	Incident ID (e.g., PXXXXXX).
Status	The incident's status: Triggered, Acknowledged, or Resolved.
Service ID	The service's ID (e.g., PXXXXXX).
Team	The name of the Team associated with an incident. This may differ from the team shown in the main Incidents list if the incident's service or escalation policy has been reassigned to a different team since the incident was triggered.
Team ID	The Team's ID (e.g., PXXXXXX).
Escalation Policy	The escalation policy's name.
Escalation Policy ID	The escalation policy's ID (e.g., PXXXXXX).
Assigned User IDs	The User IDs of the users assigned to the incident.
Assigned Users	The users who were assigned to the incident, including through reassignment or escalation. This list is not in the order of assignments.
Acknowledged User IDs	The User IDs of the users who acknowledged the incident.
Acknowledged Users	Users who acknowledged the incident. This list is not in the order of assignments.
Joined User IDs	The User IDs of the users who joined the incident.
Joined Users	Users who joined the incident, either by acknowledging it or accepting a responder request.
Resolved at	The date and timestamp when the incident was resolved.
Resolved by User ID	The User ID of the user who resolved the incident.
Active Responders	The total number of users who either acknowledged the incident or accepted a responder request in it.
TTE	The time from first responder engagement to last responder engagement.
TTM	The time between the start of an incident and the time the last additional responder acknowledges. For incidents with one or no engaged users, this value is null.
User Defined Response Effort	The total engaged time across all responders, as edited by the user in the incident details page.
Assignments	The number of times the incident was assigned.
Reassignments	The number of times the incident was reassigned to another user.
Acknowledgements	The total number of acknowledgements in the incident.
Timeout Escalations	Count of escalations as a result of no acknowledgement from the primary on-call responder.
Manual Escalations	Count of manual triggered escalations.
Notifications	The total count of incident notifications sent via push, phone call, email, and SMS.
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.
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.*
Total Snoozed Seconds	Total seconds the incident was snoozed.
Custom Fields	You can add any of your Custom Fields as a column.

* Times are given in the user's configured timezone. If they have not configured a time zone, the report uses the account's time zone.

By default, the Incidents List displays 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.

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