Legacy: Viewing the Performance reports for escalations

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Legacy: Viewing the Performance Reports for Escalations

    The Performance reports provide an in-depth analysis of escalation handling, allowing users to filter data by group, priority, level, or escalation category. This functionality is crucial for optimizing escalation processes and managing costs effectively.

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    Key Features

    • Access Requirements: Only users with the Premium Dashboard user role can view Performance reports.
    • Report Access Methods: Users can access reports via Self-Service > Dashboards, On-Call Scheduling > Reports, or the Performance tab.
    • Breakdowns Tab: Users can filter data to analyze specific categories, such as SMS costs, to determine the effectiveness of notifications sent to different groups.
    • Records Tab: Lists individual records based on Breakdowns tab configurations, providing detailed views of each record.
    • All Escalations Tab: Displays counts of acknowledged and unacknowledged escalations and notifications for the selected date.
    • Acknowledged and Unacknowledged Escalations: Provides metrics on the acknowledgment status of escalations, helping users assess response effectiveness.

    Key Outcomes

    By utilizing the Performance reports, customers can effectively track escalation performance, identify areas for cost reduction (such as unnecessary SMS notifications), and improve response rates. This leads to a more efficient escalation process and better resource management within the organization.

    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