Legacy: Viewing the Performance reports for escalations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Legacy: Viewing the Performance reports for escalations

    The Performance reports in ServiceNow provide a detailed analysis of how escalations are handled within your organization. These reports allow you to measure escalation progress with customizable filters such as group, priority, level, or escalation category. Note that starting from the Xanadu release, the On-Call dashboard is deprecated, and users should access Performance reports through the On-Call dashboard interface for viewing, maintenance, and tracking.

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    Accessing the Reports

    To view Performance reports, users must have the Premium Dashboard user [rotapremdashboarduser] role. Reports can be accessed via these paths:

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

    Within the report interface, select the Performance tab and choose the date to analyze. The timeline visualizes escalation timings throughout the day.

    Using the Reports

    The reports include several tabs to control and segment data:

    • Breakdowns tab: Apply filters to categorize data by group, escalation category, notification type, etc. For example, you can analyze SMS notification usage by group to identify cost-saving opportunities if certain groups do not acknowledge escalations.
    • Records tab: Displays individual escalation records based on the filters applied in Breakdowns. Clicking a record shows detailed information. Each record is also logged in the escalation log for further investigation.
    • All Escalations tab: Shows total escalations and notifications started or sent on the selected date. Note that one escalation can trigger multiple notifications.
    • Acknowledged Escalations tab: Focuses on escalations accepted by at least one user, showing counts and percentages of acknowledgments and contact attempts.
    • Unacknowledged Escalations tab: Highlights escalations rejected or ignored by all users, providing insight into missed or failed escalation responses.

    Why This Matters

    These reports empower ServiceNow customers to monitor escalation performance accurately, optimize notification strategies, and reduce costs (e.g., by adjusting SMS notifications). By analyzing acknowledgment rates and escalation outcomes, you can improve incident response effectiveness and ensure timely engagement from the right groups.

    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