Legacy: Viewing the Performance reports for escalations

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Legacy: Viewing the Performance reports for escalations

    The Performance reports provide a detailed analysis of how escalations are processed within ServiceNow, helping you monitor and optimize escalation handling. These reports allow you to filter and segment data by group, priority, level, and escalation category to gain precise insight into escalation performance.

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    Important: Starting with the Xanadu release, the On-Call dashboard is deprecated. However, it remains available for viewing, maintaining, and tracking these performance reports in the Zurich release.

    Accessing the Reports

    To access the Performance reports, you need the Premium Dashboard user [rotapremdashboarduser] role. You can open the reports via:

    • Self-Service > Dashboards > On-Call Overview - Premium
    • On-Call Scheduling > Reports > Overview

    After opening, select the Performance tab and choose the date of interest to view escalation timelines and details.

    Using the Reports

    The reports are organized into several tabs:

    • Breakdowns tab: Use filters to segment data by categories such as notification type, groups, or users. For example, you can analyze SMS notification costs by identifying groups that receive notifications but do not acknowledge escalations, enabling cost optimization.
    • Records tab: Lists individual escalation records based on your filter settings. You can click on a record name to view detailed information, which also appears in the escalation log for further investigation.
    • All Escalations tab: Displays the count of all escalations and notifications initiated on the selected date, providing an overview of escalation volume and notification activity.
    • Acknowledged Escalations tab: Shows escalations accepted by at least one user, including metrics like acknowledged escalation notifications, percentage of acknowledged escalations, and contact attempt acknowledgment rates.
    • Unacknowledged Escalations tab: Lists escalations where notifications were rejected, invalid, or unanswered by all users in the escalation path, highlighting areas needing attention.

    Practical Benefits for ServiceNow Customers

    • Gain granular control over escalation data to analyze performance and identify bottlenecks or inefficiencies.
    • Optimize notification strategies to reduce costs, such as minimizing unnecessary SMS alerts.
    • Track acknowledgment rates to improve response times and escalation effectiveness.
    • Use detailed records and logs for audit trails and troubleshooting escalation issues.

    The Performance reports enable detailed review of how well escalations are being processed. You have precise control of the data that describes escalation progress using filters like group, priority, level, or escalation category.

    Important:
    Starting in Xanadu release, the On-Call dashboard is deprecated. Users can use On-call dashboard to view, maintain, and track the performance reports.

    Opening the reports

    You must have the Premium Dashboard user [rota_prem_dashboard_user] role to view the Performance reports. Use one of the following methods to open the reports:
    • Click Self-Service > Dashboards and select On-Call Overview - Premium.
    • Click On-Call Scheduling > Reports > Overview.
    Click the Performance tab and then select the date of interest. The time line shows the time of day at which escalations happen. Use the tabs to control the type of data to view:
    Breakdowns tab
    Use the filters to segment the data into categories that suit your need. For example, if you are investigating your SMS costs, you can set filters to display how many notifications of the SMS type are sent and to which groups or users they are being sent. For example, you might notice that you sent 68 SMS messages to users in the Network group. The group, however, did not acknowledge any escalations. You might therefore consider that you can lower SMS costs by not sending SMS notifications to that group.
    • Groups
    • Escalation Category
    Records tab
    The Records tab lists the individual records that make up the results that you configured on the Breakdowns tab. Click a name to view record details.
    Note:
    Each record also appears in the appropriate escalation log. See View details in an escalation log.

    All Escalations tab

    • Acknowledged escalations are accepted by at least one user.
    • Unacknowledged escalations are not accepted by any user or are rejected by all users.
    • All Escalations: Count of escalations that started on the selected date.
    • Escalation Notifications: Count of notifications that were sent on the selected date. An escalation might have triggered several notifications.
    Figure 1. All Escalations tab
    All Escalations tab

    Acknowledged Escalations tab

    Figure 2. Acknowledged Escalations tab
    Performance > Acknowledged Escalations reports
    • Acknowledged Escalation Notifications: Count of escalations that had any of the following values in the Response field for the notification:
      • Accepted or Accepted from other device
      • Auto-assigned
    • Acknowledged Escalation %: Percent of escalations that had a valid value in the Response field for the notification.
    • Acknowledged Contact Attempt %: Percent of contact attempts that were acknowledged.

    Unacknowledged Escalations tab

    Unacknowledged escalations have one of the following values for each member of an escalation path in the Response field for the escalation notification:
    • Rejected
    • Rejected from other device
    • Invalid response
    • [no response]
    Figure 3. Unacknowledged Escalations tab
    Performance > Unacknowledged Escalations reports