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Summary of Viewing the Performance Reports for Escalations
The Performance reports in ServiceNow provide a comprehensive analysis of escalation management within IT Service Management, specifically for on-call scheduling.These reports allow users to assess how effectively escalations are being processed by utilizing various filters such as group, priority, level, or escalation category.
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Key Features
Access Requirements: To view the Performance reports, users must have the Premium Dashboard user role.
Report Access: Reports can be accessed through multiple paths:
Selecting the Performance tab and choosing the desired date.
Breakdowns Tab: Segment data by category. For example, filter by SMS notifications to identify costs and user engagement.
Records Tab: Displays individual records based on configurations from the Breakdowns tab for detailed analysis.
All Escalations Tab: Shows counts for acknowledged and unacknowledged escalations and notifications sent on the selected date.
Acknowledged/Unacknowledged Tabs: Provide insights into response rates, including counts and percentages of acknowledged and unacknowledged escalations.
Key Outcomes
By utilizing the Performance reports, ServiceNow customers can make informed decisions on escalation management, optimize notification costs, and enhance response strategies based on detailed data analysis. This enables better resource allocation and improved service delivery within their IT operations.
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.
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.
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
Acknowledged Escalations tab
Figure 2. Acknowledged Escalations tab
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:
