On-Call Metrics
Last updated: 2026-06-26
The On-Call Metrics page gives you a 30-day summary of how incidents were handled across each of your on-call schedules — how many were assigned, acknowledged, and escalated, and how quickly responders acknowledged them.
Where to Find It
For team metrics:
- Open Teams.
- Select the team.
- Open Operations → On-call → Response metrics.
This limits the page to schedules linked to the selected team’s status pages.
You can also open the same team-scoped metrics page from the team detail screen by using the Response metrics shortcut in the team’s On-Call sidebar card.
For your personal scope:
- Open My On-Call from the main dashboard.
- Open Response Metrics from the schedules page.
Direct personal URL: /user/on-call/metrics
On-call features (including this page) require a Starter plan or above.
Metric Scope
- Team workspace: all schedules associated with the selected team.
- Personal workspace: schedules you participate in plus personal or unassigned schedules that you own.
Use the team switcher before opening metrics when you want to compare one team’s response performance.
Metrics Explained
For each schedule, the page shows the last 30 days of data:
| Metric | What It Measures |
|---|---|
| Total Assigned | Incidents automatically assigned to the on-call person |
| Total Acknowledged | Of those, how many the on-call person acknowledged |
| Ack Rate | Acknowledged ÷ Assigned, as a percentage |
| Avg Ack Time | Average time in minutes between assignment and acknowledgment |
| Total Escalated | Incidents where the escalation policy triggered (no ack in time) |
| Escalation Rate | Escalated ÷ Assigned, as a percentage |
Reading the Numbers
- A low Ack Rate means incidents are going unacknowledged. Check that your on-call member preferences (push notifications, email, SMS) are configured correctly.
- A high Avg Ack Time suggests responders are slow to notice alerts. Consider enabling push notifications or SMS for faster delivery.
- A high Escalation Rate means your escalation timeout is being hit frequently. Either the timeout is too short, or responders are not receiving alerts reliably.
Data Window
Metrics cover the last 30 days from the current date. There is no date-range picker — the window always reflects the most recent 30-day period.
No Data Showing?
If a schedule shows zero for all metrics, one of these is true:
- No incidents were created for status pages linked to that schedule in the last 30 days
- The schedule was not linked to any status page during that period
- The schedule has no members (so no assignment was possible)