On-call dashboard
Dashboard providing view into the performance of On-call Escalations handled by the team.
KPIs for On-Call Scheduling.
|
Data Visualization |
Description |
KPI (Performance Analytics Indicator) |
|---|---|---|
|
Active escalations (by priority and acknowledgement status) |
Priority wise distribution of on-call escalations based on their escalation status. |
Active Escalations |
|
Acknowledged escalations (by level, shift and groups) |
Distribution of acknowledged escalations based on level/shift/groups. |
Acknowledged Escalations |
|
Acknowledged escalations (by channel) |
Number of acknowledged escalations in a specified period of time. |
Acknowledged Escalations |
|
Acknowledged escalations level (by user) |
Displays the average level at which the user acknowledges the escalation.Note: Data is displayed only for users who are members of an on-call group. If a user has not been added to an on-call group, no data appears for this indicator. |
Acknowledged escalations level |
|
Escalations not acknowledged (by level, shift and groups) |
Distribution of escalations that are not acknowledged by level/shift/groups. |
Unacknowledged Escalations |
|
Contact attempts acknowledged |
Total count of contact attempts acknowledged based on level and contact attempts. |
Count of Contact Attempts Acknowledged |
|
% Escalations acknowledged (by groups) |
Percentage of the escalations that are acknowledged. |
% of Acknowledged Escalations |
|
% Escalations not acknowledged (by groups) |
Percentage of the escalations that are not acknowledged. |
% of Unacknowledged Escalations |
|
Mean time to acknowledge an escalation (by group) |
Mean time to acknowledge an escalation based on escalation level. |
Average Escalation Acknowledgment |
|
Mean time to acknowledge an escalation (by level) |
Mean time to acknowledge an escalation based on escalation level. |
Average Level Acknowledgment |
|
Average time to acknowledge escalation notification |
Average time taken to acknowledge the escalation notification. |
Average time to acknowledge escalation notification |
|
Total On-call hours (by user) |
Total number of hours the user was available for On-call. |
Total On-call hours |
--- title: On-call dashboard description: Dashboard providing view into the performance of On-call Escalations handled by the team. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/oncall-scheduling.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Platform Analytics KPIs and dashboards, Platform Analytics ITSM Dashboards, IT Service Management] --- # On-call dashboard Dashboard providing view into the performance of On-call Escalations handled by the team. KPIs for On-Call Scheduling. <table id="table_rnl_k2t_c1c"><thead><tr><th> Data Visualization </th><th> Description </th><th> KPI \(Performance Analytics Indicator\) </th></tr></thead><tbody><tr><td> Active escalations \(by priority and acknowledgement status\) </td><td> Priority wise distribution of on-call escalations based on their escalation status. </td><td> Active Escalations </td></tr><tr><td> Acknowledged escalations \(by level, shift and groups\) </td><td> Distribution of acknowledged escalations based on level/shift/groups. </td><td> Acknowledged Escalations </td></tr><tr><td> Acknowledged escalations \(by channel\) </td><td> Number of acknowledged escalations in a specified period of time. </td><td> Acknowledged Escalations </td></tr><tr><td> Acknowledged escalations level \(by user\) </td><td> Displays the average level at which the user acknowledges the escalation.**Note:** Data is displayed only for users who are members of an on-call group. If a user has not been added to an on-call group, no data appears for this indicator. </td><td> Acknowledged escalations level </td></tr><tr><td> Escalations not acknowledged \(by level, shift and groups\) </td><td> Distribution of escalations that are not acknowledged by level/shift/groups. </td><td> Unacknowledged Escalations </td></tr><tr><td> Contact attempts acknowledged </td><td> Total count of contact attempts acknowledged based on level and contact attempts. </td><td> Count of Contact Attempts Acknowledged </td></tr><tr><td> % Escalations acknowledged \(by groups\) </td><td> Percentage of the escalations that are acknowledged. </td><td> % of Acknowledged Escalations </td></tr><tr><td> % Escalations not acknowledged \(by groups\) </td><td> Percentage of the escalations that are not acknowledged. </td><td> % of Unacknowledged Escalations </td></tr><tr><td> Mean time to acknowledge an escalation \(by group\) </td><td> Mean time to acknowledge an escalation based on escalation level. </td><td> Average Escalation Acknowledgment </td></tr><tr><td> Mean time to acknowledge an escalation \(by level\) </td><td> Mean time to acknowledge an escalation based on escalation level. </td><td> Average Level Acknowledgment </td></tr><tr><td> Average time to acknowledge escalation notification </td><td> Average time taken to acknowledge the escalation notification. </td><td> Average time to acknowledge escalation notification </td></tr><tr><td> Total On-call hours \(by user\) </td><td> Total number of hours the user was available for On-call. </td><td> Total On-call hours </td></tr></tbody> </table>
| title | On-call dashboard |
| description | Dashboard providing view into the performance of On-call Escalations handled by the team. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/oncall-scheduling.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Platform Analytics KPIs and dashboardsPlatform Analytics ITSM DashboardsIT Service Management |