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Overview

The On-Call Analytics page helps you understand and balance the on-call burden across your team. Track who handles the most incidents, identify after-hours and weekend load, and ensure no individual is overwhelmed.

Burden Scoring

Quantified workload scores for each responder

After-Hours Tracking

Separate metrics for nights and weekends

Fair Distribution

Identify imbalances in incident assignment

Burnout Prevention

Spot high-burden individuals early

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Summary Statistics

Five key metrics provide an overview of on-call load:
MetricDescription
On-Call EngineersNumber of responders who handled incidents
Total IncidentsTotal incidents handled by all responders
After HoursIncidents outside business hours (6pm-8am)
Night IncidentsIncidents during night hours (10pm-6am)
Weekend IncidentsIncidents on Saturday and Sunday
After-hours and night incidents contribute more heavily to burden scores as they’re more disruptive to work-life balance.

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Incident Distribution Chart

The bar chart shows how incidents are distributed among responders:

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Reading the Chart

  • Taller bars indicate responders handling more incidents
  • First names are shown for readability
  • Top 10 responders are displayed

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Ideal Distribution

Relatively even bars across responders indicates:
  • Fair on-call rotation
  • Good coverage distribution
  • Healthy team dynamics

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Burden Score

Each responder receives a Burden Score (0-100) that factors in:
FactorWeightDescription
Total IncidentsBaseRaw incident count
After-Hours1.5xIncidents outside 8am-6pm
Night Incidents2xIncidents between 10pm-6am
Weekend Incidents1.5xSaturday and Sunday incidents

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Burden Levels

ScoreLevelIndicator
0-49Low🟢 Green
50-79Medium🟡 Amber
80-100High🔴 Red
Responders with High burden scores are at risk of burnout. Take immediate action to redistribute workload.

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Engineer Burden Cards

Each responder has a detailed card showing:

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Card Layout

SectionInformation
HeaderName, email, rank, and burden level badge
Progress BarVisual burden score indicator
Metrics GridTotal, After Hours, Night, and Weekend counts

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Using the Cards

1

Review Rankings

Cards are ordered by burden score (highest first)
2

Identify High Burden

Look for red “High” badges indicating overloaded responders
3

Compare Metrics

Check if high burden comes from total volume or after-hours work
4

Take Action

Adjust schedules, add coverage, or redistribute responsibilities

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Managing On-Call Burden

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Identifying Problems

Signs:
  • One person with score 80+ while others are under 50
  • Consistently handling most after-hours incidents
Causes:
  • Unfair schedule rotation
  • Being the “go-to” person for certain issues
  • Coverage gaps during specific shifts
Solutions:
  • Review and adjust rotation schedule
  • Cross-train team members
  • Add backup on-call coverage
Signs:
  • After-hours count approaching or exceeding business-hours count
  • Night incidents are common
Causes:
  • Batch jobs or scheduled tasks failing
  • Serving global customers
  • Infrastructure issues manifesting overnight
Solutions:
  • Review timing of batch jobs
  • Implement better monitoring before failure
  • Consider follow-the-sun coverage
Signs:
  • High weekend incident count
  • Same people always handling weekend work
Causes:
  • Deployment patterns (Friday deploys)
  • Reduced monitoring attention
  • Scheduled maintenance issues
Solutions:
  • Avoid Friday deployments
  • Rotate weekend on-call fairly
  • Automate weekend monitoring

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Taking Action

1

Analyze the Data

Understand where burden is coming from (total volume vs. timing)
2

Discuss with Team

Have an open conversation about workload and preferences
3

Adjust Schedules

Modify on-call rotations to distribute load more evenly
4

Monitor Results

Track burden scores over time to verify improvements

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Best Practices

Review on-call analytics at least monthly. Burden can accumulate without obvious signs until burnout occurs.
Ensure everyone takes turns with undesirable shifts (nights, weekends, holidays). Use the data to verify fairness.
When someone handles a high-burden period, consider:
  • Extra time off
  • Reduced on-call in following weeks
  • Other recognition
Maintain adequate team size for sustainable on-call. Generally, minimum 4-5 people for 24/7 coverage.
The best way to reduce burden is to reduce incidents:
  • Fix recurring issues
  • Tune noisy alerts
  • Improve service reliability
For global teams, route incidents to responders in their business hours when possible.

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Comparing Time Periods

1

Select Baseline Period

Use date selector to view a previous period (e.g., last 30 days)
2

Note Key Metrics

Record burden scores and distribution
3

Compare to Current

Switch to current period and compare
4

Identify Trends

  • Is overall burden increasing or decreasing?
  • Are the same people consistently high burden?
  • Has distribution improved after schedule changes?

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Troubleshooting

  • Verify incidents exist in the selected date range
  • Check that incidents have assignees
  • Ensure responders are properly configured in the system
  • Verify incident timestamps are correct
  • Check timezone settings
  • Review how after-hours/night/weekend are defined for your org
  • Check if they handled any incidents in the period
  • Verify they’re members of active teams
  • Ensure incidents are properly attributed to them
  • Review your organization’s business hours definition
  • Consider timezone of incident vs. responder
  • Check for systematic issues (e.g., batch job failures)

Schedules

Configure on-call rotations

Team Performance

Team-level metrics

Recurring Alerts

Reduce total incident load