Interpret performance report data

The following table describes the information that appears in each column of a User or Group Performance report:

Column   Description
Recipient  

The name of a recipient; one of User, Group, or Dynamic Team.

  • If a group's name has changed during the report's time and date range, the report displays the most recent name. Also, a deleted group that received notifications during the report's time and date range will still appear in the report.
  • If a device is targeted directly, either as part of event input or as membership of a group or dynamic team, reporting will behave as if the device's owner was targeted.
  • If a dynamic team is targeted directly either as part of event input or as part of team membership, reporting will behave as if the team members were targeted directly.
Events  

Number of events in the selected time period targeting this recipient.

  • If the user is targeted but not notified (e.g., due to device delay or device timeframe settings), the event still contributes to this count.
  • Events from an event source or workflow that does not have configured response contribution values do not contribute to this count.
  • System events such as event flood detections and device validations do not have contribution values configured for the available responses and are therefore not included in this count.
Responses Total

Number of responses per recipient, categorized as follows:

  • User: number of events to which the user responded
  • Group: number of times at least one recipient in the group responded to each event
  • Dynamic Team: number of times at least one dynamic team member responded to each event

The response tracking contribution value does not affect this count.

  Percentage Percentage of events sent to this recipient for which a response was received.
  Positive If the recipient is a user, the number of events in which the last response had a positive contribution value. If the recipient is a group, the number of events in which at least one response had a positive contribution value.
  Negative If the recipient is a user, the number of events in which the last response had a negative contribution value. If the recipient is a group, the number of events in which no response had a positive contribution value.
  Neutral If the recipient is a user, the number of events in which the last response had a neutral contribution value. If the recipient is a group, the number of events in which no response had a negative or positive contribution value. Note that unrecognized responses should be interpreted as neutral.
TTR (mins) Avg

Average Time to Respond, categorized as follows:

  • User: average time across the counted events between the first time a user was scheduled to be notified and the time of the user's last response.
  • Group: average time across the counted events between the first time a group was scheduled to be notified and the time of the group's last response.
  • Dynamic Team: average time across the counted events between the first time a dynamic team was scheduled to be notified and the time of the dynamic team's last response.

Events for which there is no response from the recipient do not contribute to Avg TTR. The times displayed in the Time-To-Respond columns include any delay settings specified within a team.

  Max Maximum Time to Respond; similar to Avg TTR, but representing the maximum time to respond, rather than the average. This is calculated as the time between when the first recipient in the group was scheduled to respond, and the time the last response was received by xMatters (including any delays specified within a group).
Escalations Peer

One of the following:

  • If the recipient is a user or dynamic team, the number of events during which there was at least one peer escalation immediately following an escalation level that included this recipient.
  • If the recipient is a group, the number of events during which there were one or more peer escalations anywhere within the group hierarchy.

For more information about how escalations are counted, see Calculate escalations.

  Mgmt Similar to escalations to peer, but counts the number of events for which there was an escalation to management instead of peer. For more information about how escalations are counted, see Calculate escalations.

FTTR (mins)

*exported report only

Avg

Average First Time to Respond, categorized as follows:

  • User: average time across the counted events between the first time a user was scheduled to be notified and the time of the user's first response.
  • Group: average time across the counted events between the first time a group was scheduled to be notified and the time of the group's first response.
  • Dynamic Team: average time across the counted events between the first time a dynamic team was scheduled to be notified and the time of the dynamic team's first response.

Events for which there is no response from the recipient do not contribute to Avg FTTR. The times displayed in the First-Time-To-Respond columns include any delay settings specified within a team.

  Max

Maximum First Time to Respond; similar to Avg FTTR, but representing the maximum first time to respond, rather than the average. This is calculated as the time between when the first recipient was scheduled to respond, and the time the response was first received by xMatters (including any delays specified within a group).

Average and maximum FTTR statistics are generated based on events occurring after the release of this feature; events existing before version 5.5.220 of xMatters are not included in the reported statistics.