User and Group Performance reports

1. Depending on which report you want to access, do one of the following:
   • On the Users menu, under Users, click User Performance.
   • On the Groups menu, under Manage Groups, click Group Performance.
2. To select the type of data you want to view, click the Alerts or Incidents tab at the top of the report.

Depending on which report you're viewing, select or clear the Show User Performance Charts or Show Group Performance Charts check box to display or hide the charts at the top of the report.

The User and Group Performance reports include the following charts for summarizing alert and incident performance trends:

Alert Performance Charts

Chart	Description
Alerts	The number of alerts that targeted the user or group over the selected time period.
Mean Time to First Response	The mean time it takes from when a user or group was notified to when the first response was received.
Escalations	The number of alerts where there was one or more escalations within the group or included the user.

Incident Performance Charts

Chart	Description
Incidents	The number of incidents the user or group engaged in over the selected time period.
Mean Time to Resolve	The mean time it takes from when an incident was initiated to when it was resolved.
Mean Time to Acknowledge	The mean time from when a resolver was notified to when they became engaged in xMatters.

To use the performance charts, do one or more of the following:

• Move your pointer over a graph to view a summary of data at a specific point in time.
  
  
• Click and drag your pointer over the graph to highlight and summarize data for a specific time period. To adjust the selected area, move your pointer over the right or left border so that drag handles appear, then click and drag the border to a new position.
  
• After selecting an area on the graph, click Apply Timeframe to update the date range of the report to that selected in the graph.
  
• Click the Expand icon in the top right corner of a graph to view the graph in full screen mode and click the Collapse icon to return to the report.
  
  
•  On the expanded chart, do one or more of the following:
  
  • Choose what to display on the graph by selecting or clearing the check boxes below the graph. The scale of the left axis automatically adjusts as you add or remove data from the graph.
  • Double-click a check box below the graph to display data for that selection and clear check boxes for other options.
    

  

To more easily view data in the report, do one or more of the following:

• To sort the content of a column in alphabetical, numerical, or chronological order, click the column header. (Click the header again to reverse the sort order.)
• To change the width of a column, move the pointer over the edge of the column and when the re-size icon appears, click and drag the column to the desired size.
• To rearrange the columns, click and drag a column header to a new location on the table.
• Click Show More or Show Less to see supporting data for certain columns (such as Responses and Escalations).
  
• If the list contains more entries or columns than can be displayed on your screen, scroll horizontally or vertically. The system automatically loads more data as you scroll the page.
• To include or exclude columns, click the Columns drop-down menu and select or clear the columns that are included. When you've hidden a column and want to see it again, it is added as the last column of the table.
  

The User and Group Performance reports include the following columns for reporting data on alert and incident performance:

Alert performance columns

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 alert 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 alert input or as part of team membership, reporting will behave as if the team members were targeted directly.
Alerts		Number of alerts 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 alert still contributes to this count. Alerts from a signal or workflow that does not have configured response contribution values do not contribute to this count. System alerts such as alert 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 alerts to which the user responded. Group: Number of times at least one recipient in the group responded to each alert. Dynamic Team: Number of times at least one dynamic team member responded to each alert. The response tracking contribution value does not affect this count.
	Positive	If the recipient is a user, the number of alerts in which the last response had a positive contribution value. If the recipient is a group, the number of alerts in which at least one response had a positive contribution value.
	Negative	If the recipient is a user, the number of alerts in which the last response had a negative contribution value. If the recipient is a group, the number of alerts in which no response had a positive contribution value.
	Neutral	If the recipient is a user, the number of alerts in which the last response had a neutral contribution value. If the recipient is a group, the number of alerts in which no response had a negative or positive contribution value. Note that unrecognized responses should be interpreted as neutral.
	Undefined	If the recipient is a user, the number of alerts in which the last response had no contribution value. If the recipient is a group, the number of alerts in which no response had no contribution value. (This value does not have the same meaning as a 'Neutral' contribution value.)
	No Response	The number of alerts that did not receive a response from the recipient.
Time to First Response	Mean	Mean Time to First Response, categorized as follows: User: Mean time across the counted alerts between the first time a user was scheduled to be notified and the time of the user's first response. Group: Mean time across the counted alerts between the first time a group was scheduled to be notified and the time of the group's first response. Dynamic Team: Mean time across the counted alerts between the first time a dynamic team was scheduled to be notified and the time of the dynamic team's first response. Alerts for which there is no response from the recipient do not contribute to mean Time to First Response. The times displayed in the Time to First Response columns include any delay settings specified within a team.
	Max	Maximum First Time to First Response; similar to Mean Time to First Response, but representing the maximum first time to respond, rather than the mean. 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).
Escalations	To Peer	One of the following: If the recipient is a user or dynamic team, the number of alerts 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 alerts 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.
	To Management	Similar to escalations to peer, but counts the number of alerts for which there was an escalation to management instead of peer. For more information about how escalations are counted, see Calculate escalations.
	Undefined	The number of alerts for which there was an escalation with no set reporting category. For more information about how escalations are counted, see Calculate escalations.
After-Hours Alerts (User Performance only)		The number of alerts the user received between 7 PM and 7 AM on weekdays, and any time on Saturday and Sunday.

Incident performance columns

Column	Description
Resolvers	The name of a resolver; 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 alert 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 alert input or as part of team membership, reporting will behave as if the team members were targeted directly.
Incidents	Number of incidents in the selected time period where the resolver was engaged.
Mean Time to Acknowledge	Mean Time to Acknowledge, categorized as follows: User: Mean time across the counted incidents between the time the incident resolution process began and the time of the user's first response. Group: Mean time across the counted incidents between the time the incident resolution process began and the time of the group's first response. Dynamic Team: Mean time across the counted incidents between the time the incident resolution process began and the time of the dynamic team's first response. Incidents for which there is no response from the recipient do not contribute to mean Time to Acknowledge.
Mean Time to Resolve	The mean time across the counted incidents between the time the incident resolution process began and the time it was resolved.
Engaged Duration	The total amount of time the resolver was engaged in the counted incidents. This includes whether the resolver was dismissed and then reengaged.

The report displays data for a specific timeframe. You can select particular timeframes (Past 24 hours, Past 7 Days, Past 30 Days, Past 60 Days, Past 90 days, or Past Year), or specify a date range using the calendar and time pickers and click Apply. The results in the report and charts update to match your timeframe or date range.

If you apply filters, the report automatically updates the results to display only the data that match your filter criteria within the date range.

The available filters allow you to narrow the list of users or groups in the report based on matching specific criteria. For example, you can use filters to show the users you supervise in Denver that responded to high priority alerts, or the groups supervised by John Smith involved in high priority incidents impacting the API service.

You can apply one or more filters to narrow down the list. If you apply multiple filters, xMatters only returns entries that match all of the specified filter criteria. For detailed instructions on how to use filters, see Filtering data tables.

The following table describes the available filters and their values:

Filter	Values
Users (User Performance only)	Show All: All users. Me (First Last): Users that you supervise. For example, "Me (Mary McBride)". Search to select other options: Type a search term to populate a list of matching users that you can select from.
Groups (Group Performance only)	Show All: All groups. I Belong To: Only the groups that you're a member of. Search to select other options: Type a search term to populate a list of matching groups that you can select from.
Supervisor/ Supervised By	Show All: All users/groups regardless of their supervisor. Me (First Last): Users/groups that you supervise. For example, "Me (Mary McBride)".
Site (User Performance Only)	Show All: All users, regardless of the site they're assigned to. Location name (My Site): Users at your site location. For example, "Vancouver (My Site)". Search to select other options: Type a search term to populate a list of matching sites that you can select from.
Source	Search to select other options: Type a search term to populate a list of matching workflows that you can select from.
Priority (Alerts only)	Show All: All data, regardless of the alert priority. Low: Performance data for low priority alerts. Medium: Performance data for medium priority alerts. High: Performance data for high priority alerts.
Severity (Incidents only)	Show All: All data, regardless of incident severity. Minimal: Performance data for minimal severity incidents. Low: Performance data for low severity incidents. Medium: Performance data for medium severity incidents. High: Performance data for high severity incidents. Critical: Performance data for critical severity incidents.
Impacted Services (Incidents only)	Show All: All data, regardless of impacted services. List of services: Select from a list of the services in your Service Catalog. Search to select other options: Type a search term to populate a list of matching services that you can select from. Contains "search term": Select this option to display performance data for incidents with impacted services that include the search term.

To view the details about the underlying alerts or incidents of the filtered report, do one of the following:

• On the Alerts tab, click the number of alerts in the Alerts column to drill through to a filtered version of the Alerts report to view details about specific underlying alerts.
• On the Incidents tab, click the number of incidents in the Incidents column to drill through to a filtered version of the Incidents list to view details about specific underlying incidents.

To view details about the underlying members of a group:

• Click the name of a group to display a performance report for the members of that group. (The resulting performance report will only display the alerts that recipient received as a member of that group, and not all of the alerts sent to that recipient.)
  

Click Export to create a spreadsheet of the currently displayed report information.

The following examples illustrate how different escalations are calculated for the User and Group Performance reports. The figures show the performance reports for the same group and its members, with descriptions of how to interpret the information.

The terms "Peer" and "Management" do not apply to specific roles or have any direct bearing on how users function within xMatters; they are provided merely as a way to identify different levels of escalation, and can assume any definition your organization chooses.

If an escalation involves inactive members, the performance report reflects the highest level of escalation defined before or after the inactive member. For example, if a "Management" escalation occurs before an inactive member, and the escalation after the inactive member is "Peer", the performance report treats the escalation as a "Management" type.

The following figures illustrate the membership of two sample groups, Group 1 and Group 2:

Group 1:

Group 2:

The following is an example of the Group Performance report for Group 1:

By examining the report, you can determine the following:

• The Alerts column indicates that the group was targeted to receive notifications for four alerts.
• The Responses > Responded column indicates how many times at least one recipient in the group responded to each alert counted in the Alerts column. In this case, at least one member within the group hierarchy responded to each of the four alerts.
• If we click to Show More of the Responses column, we see three of the four alerts had positive responses and there was one negative response.
  
• The Time To First Response > Mean and Time to First Response > Max columns indicate that the mean time it took the group members to respond to each alert was around four minutes, with the longest time taking around 30 minutes. Both of these columns include the delays set within the group.
• The Escalations column indicates that a total of five escalations occurred somewhere in the group hierarchy.
• If we click to Show More of the Escalations column, we see three alerts had at least one escalation to peers, and two alerts had at least one escalation to managers.
  

Clicking the Group 1 link displays the following breakdown of the group's members:

By examining this report, you can determine the following information:

• The Recipients column indicates that four members of the group were targeted with notifications; group members that were not targeted do not appear in the report. Of those four members, one was a group and three were users.
• The first user listed, Member 1, received four notifications, but responded to only two, resulting in three escalations to peers.
• The Alerts column indicates that the first recipient listed, Group 2, was targeted by two alerts, one of which was escalated somewhere within the group's hierarchy to peer. The other alert was escalated to management.

Clicking the Group 2 link displays the following breakdown of Group 2's members:

By examining this report, and comparing it to the team members illustrated in the examples at the beginning of this section, you can determine the following:

• Two of the four alerts that targeted Group 1 escalated past the first three users in the team and targeted the members of Group 2 for notification.
• The first user listed, Member 4, was targeted by two alerts and responded to one of them.
• The remaining alert was escalated through both peer and management levels, and was eventually responded to by the final user listed, Member 6.