On-call dashboard

Dashboard providing view into the performance of On-call Escalations handled by the team.

KPIs for On-Call Scheduling.

Table 1. On-Call Scheduling KPIs

Data Visualization	Description	KPI (Performance Analytics Indicator)
Active escalations (by priority and acknowledgement status)	Priority wise distribution of on-call escalations based on their escalation status.	Active Escalations
Acknowledged escalations (by level, shift and groups)	Distribution of acknowledged escalations based on level/shift/groups.	Acknowledged Escalations
Acknowledged escalations (by channel)	Number of acknowledged escalations in a specified period of time.	Acknowledged Escalations
Acknowledged escalations level (by user)	Displays the average level at which the user acknowledges the escalation.	Acknowledged escalations level
Escalations not acknowledged (by level, shift and groups)	Distribution of escalations that are not acknowledged by level/shift/groups.	Unacknowledged Escalations
Contact attempts acknowledged	Total count of contact attempts acknowledged based on level and contact attempts.	Count of Contact Attempts Acknowledged
% Escalations acknowledged (by groups)	Percentage of the escalations that are acknowledged.	% of Acknowledged Escalations
% Escalations not acknowledged (by groups)	Percentage of the escalations that are not acknowledged.	% of Unacknowledged Escalations
Mean time to acknowledge an escalation (by group)	Mean time to acknowledge an escalation based on escalation level.	Average Escalation Acknowledgment
Mean time to acknowledge an escalation (by level)	Mean time to acknowledge an escalation based on escalation level.	Average Level Acknowledgment
Average time to acknowledge escalation notification	Average time taken to acknowledge the escalation notification.	Average time to acknowledge escalation notification
Total On-call hours (by user)	Total number of hours the user was available for On-call.	Total On-call hours