Legacy: Viewing the Performance reports for escalations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 managed and processed within your organization. These reports enable precise control and segmentation of escalation data using filters such as group, priority, escalation level, and category, helping you monitor and optimize your escalation workflows effectively.

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    Note: Starting with the Xanadu release, the On-Call dashboard is deprecated. Users should still use the On-Call dashboard to view, maintain, and track performance reports in the Yokohama release.

    Accessing Performance reports

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

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

    Within the reports, select the Performance tab and choose the date for which escalation data is needed. The timeline displays escalation occurrences by time of day.

    Using the Performance reports

    The reports provide several tabs to control and analyze escalation data:

    • Breakdowns tab: Apply filters to segment data by categories like notification type, group, or user. This allows you to identify patterns such as notification costs (e.g., SMS messages sent to specific groups) and optimize communication strategies.
    • Records tab: Displays individual escalation records based on the filter criteria from the Breakdowns tab. Clicking a record shows detailed information, and these records also appear in the escalation logs for further investigation.
    • All Escalations tab: Shows counts of all escalations and notifications initiated on the selected date. Note that one escalation can trigger multiple notifications.
    • Acknowledged Escalations tab: Highlights escalations acknowledged by users, including counts of acknowledged notifications, acknowledgment percentages, and auto-assigned escalations.
    • Unacknowledged Escalations tab: Identifies escalations that were rejected, had invalid responses, or received no response from all members of the escalation path.

    Practical Benefits for ServiceNow Customers

    • Gain clear visibility into escalation performance and user responsiveness.
    • Identify inefficiencies such as unnecessary notifications to certain groups, enabling cost reductions (e.g., lowering SMS notification expenses).
    • Track acknowledgment rates to improve escalation handling and ensure timely response.
    • Access detailed records for audit and troubleshooting purposes.

    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