Analytics - Getting Started

Note: The new Analytics experience is limited to Enterprise tier users.

This document contains a comprehensive overview of our Analytics feature with further details on utilizing your data to make decisions confidently. Let’s get started.

Seeing your data without context can be overwhelming, so each tab groups measures and charts by theme and business impact.

The Analytics tab supports four sub-tabs:

Incidents and Impact

The Incidents and Impact tab focuses on the data surrounding your Incidents and their impact on your business. You can pivot on incident data through impacted functionalities, see the distribution of incident severities over time or quickly see your most impacted services this month.

Check out more on Incidents and Impact chart details here.

Resources and Tasks

The Resources and Tasks tab focuses on your Incident Management process and the underlying elements of a mature responding organization, such as retrospective completion, team involvement, and action item accountability.

Check out more on Resources and Tasks chart details here.

Data Export

The Data Export tab provides users with a streamlined option to export different types of high-level data reports to a user’s emails, filtering on different date ranges and filters. Some of these reports provide the same information displayed in the charts in the previous two tabs. If your team is looking for more detail or raw data, we advise using thebulk export feature.

Check out more on the Reports that we offer here.

Basic Analytics

The Basic Analytics tab offers our power users the ability to access the previous version of our platform analytics. Our team is working on a proper retirement for this functionality, and in the meantime, we don’t want you to lose access to any data you might need.

If you do find yourself using the Legacy product, make sure to read our FAQ articles or see what’s changed in case there is a different way to pull the same data or answer the same business questions.

Quick Start

This section will review the basic setup and navigation of the Analytics functionality.

1. Select a date range. Using the Date Range picker, type in a start and end date using the MM/DD/YYYY format or select the range from the calendar interface by clicking on the calendar icon in the field. The date range currently defaults to UTC timestamps. For example, if you select a date range of 03/20/2022 - 03/23/2022, we will pull data between 03/20/2022 00:00:00 UTC and 03/23/2022 23:59:59.
2. Choose a resolution. Choose a grouping resolution that best fits your needs using the dropdown menu. You can group and display time-dependent data daily, weekly, or monthly.
3. [Optional] Add some filters. Conditional filters can be used to refine the specificity of your query. You can apply multiple filters to a single query. Teams could use this to compare Mean Time to Resolution between Assigned Teams or identify the number of Priority 1 incidents resolved within the last week. We support the following filters:
   • Current severity
   • Current priority
   • Current milestone
   • Incident impacted infrastructure
   • Incident assigned teams
   • Incident attached Runbooks
   • Incident tags

Note: By default, all GAMEDAY and MAINTENANCE severity incidents are omitted from the Analytics calculations.

Top-Level Cards

At a glance, each chart page provides top-level metrics based on your data selection. For these top-level cards, the Resolution does not impact the total calculations.

Incidents Created captures the number of new incidents declared during the selected date range within the filtering criteria. We calculate this using the incident start_date timestamp.

Incidents Resolved captures the number of incidents resolved during the selected date range within the filtering criteria. We calculate this using the Resolved milestone occurred timestamp.

Mean Time to Resolution captures the average time it takes for an incident to be Resolved for the organization. We calculate this by totaling the incident duration between incident start_date and Resolved milestone occurred_at for all incidents captured in the incidents resolved card and dividing by the count of incidents.

We will go into more depth for each chart, but there are a few general pieces of functionality that we can cover first. We already know that your selection of date range, resolution, and conditional filters powers the data driving the metrics. Once plotted in the chart, there are a few ways to visualize and export your data.

1. PNG Export. Download a png file of the specific chart directly to your web browser. The file will include the chart’s title, legend, graph, and the timestamp at which you’ve exported the file.
2. Tabular view of data. Are graphs not cutting it for you? See the same data in a table view to understand more about your incidents and their impact.
3. Table Export. Download a CSV file of the specific chart directly to your web browser without rebuilding the filters in the Data Export tab.
4. Toggle between Infrastructure. For some charts, you may want to pivot on different types of infrastructure, such as functionalities or services, depending on how you’ve set up your Service Catalog. You can toggle between these two groups of infrastructure using the dropdown in certain chart cards.

There is a lot of information and some nuanced definitions contained in these charts and reports. Make sure to check out the detailed chart documentation. If you do have any questions do not hesitate to reach out to our team. ut to our team.