Incident Analytics & Metrics

Track incident trends and team performance.

Key Metrics

MTTA (Mean Time to Acknowledge)

Average time from incident creation to acknowledgment.

• Good: < 15 minutes
• Concerning: > 1 hour

MTTR (Mean Time to Resolution)

Average time from incident creation to resolution.

• Good: Depends on severity
• Track trend: Improving or worsening?

Dashboard Overview

The analytics dashboard shows:

• Total incidents (30 days)
• Open incidents
• Critical/High severity open
• MTTA and MTTR averages

Charts and Trends

Incidents Over Time

Bar chart showing incident count by day:

• Spot spikes and patterns
• Identify problem periods
• Track improvement

By Severity

Distribution of incidents:

• Are most incidents critical?
• Healthy ratio: more Low than Critical

By Category

Which types are most common:

• Outages vs bugs vs performance
• Identify systemic issues

Top Responders

See who handles most incidents:

• Name and count
• Useful for workload balancing
• Recognition for top performers

Export Data

Export for external analysis:

1. Click Export
2. Select date range
3. Download CSV
4. Analyze in spreadsheet

Using Metrics

Identify Patterns

• Same time of day?
• Same day of week?
• After deployments?

Improve Response

• High MTTA? Need better alerting
• High MTTR? Need better runbooks
• Many Critical? Need stability work

Track Progress

• Compare month over month
• Set targets for improvement
• Celebrate wins

---

Next: Learn about the daily digest in Daily Digest.