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Overview

The Team Performance page enables you to compare how different teams handle incidents. Identify high-performing teams, spot teams that may need support, and ensure balanced workload distribution across your organization.

Team Comparison

Compare metrics across all teams side-by-side

Workload Analysis

Visualize incident distribution by team

Response Metrics

Track MTTA, MTTR, and acknowledgment rates

Escalation Tracking

Monitor which teams escalate most frequently

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Summary Statistics

The dashboard shows three key summary metrics:
MetricDescription
Active TeamsNumber of teams with incident activity
Avg MTTAAverage acknowledgment time across all teams
Avg MTTRAverage resolution time across all teams
These provide a baseline for comparing individual team performance.

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Incidents by Team Chart

The horizontal bar chart ranks teams by incident volume:

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Reading the Chart

  • Longer bars indicate teams handling more incidents
  • Teams are sorted by incident count (highest first)
  • Top 10 teams are shown by default

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What to Look For

If one team handles significantly more incidents:
  • Verify it’s appropriate for their service scope
  • Consider if alert tuning is needed
  • Evaluate if team needs more resources
Teams with very few incidents may indicate:
  • Well-maintained services
  • Missing alert coverage
  • Incidents being routed elsewhere
Compare teams with similar responsibilities to identify:
  • Best practices to share
  • Training opportunities
  • Process improvements

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Team Comparison Table

The detailed table shows comprehensive metrics for each team:
ColumnDescription
TeamTeam name
IncidentsTotal incidents handled
Avg MTTAAverage time to acknowledge
Avg MTTRAverage time to resolve
Escalation RatePercentage of incidents escalated
Ack RatePercentage of incidents acknowledged

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Understanding the Metrics

Mean Time to Acknowledge measures how quickly a team responds to new incidents.
  • < 5 min — Excellent
  • 5-15 min — Good
  • 15-30 min — Acceptable
  • > 30 min — Needs improvement
Low MTTA indicates effective alerting and available responders.

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Using Team Analytics

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Identifying Performance Patterns

1

Review Overall Metrics

Start with the summary statistics to understand baseline performance
2

Identify Outliers

Look for teams significantly above or below average in any metric
3

Investigate Differences

For outlier teams, consider:
  • Service complexity differences
  • Team size and experience
  • Alert quality and volume
4

Take Action

  • Share best practices from high-performing teams
  • Provide support to struggling teams
  • Adjust alert configurations as needed

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Comparing Similar Teams

To make fair comparisons, consider teams with:
  • Similar service complexity
  • Comparable incident volumes
  • Similar severity distributions
A team handling mostly critical incidents will naturally have different metrics than one handling mostly low-severity alerts.

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Best Practices

Schedule monthly team performance reviews to track improvement over time.
Establish team-specific targets based on:
  • Historical performance
  • Service criticality
  • Industry benchmarks
Use metrics to identify improvement opportunities, not to penalize teams. High MTTR may indicate complex services, not poor performance.
When a team shows excellent metrics:
  • Document their practices
  • Share with other teams
  • Consider cross-team mentoring
Always consider factors that affect metrics:
  • Team size and coverage hours
  • Service age and technical debt
  • Recent changes or deployments

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Common Scenarios

Situation: A newly formed team shows higher MTTR than established teams.Action:
  • This is normal for new teams learning their services
  • Pair new members with experienced responders
  • Ensure runbooks and documentation are available
  • Track improvement over first 3-6 months
Situation: A team escalates more than 30% of incidents.Action:
  • Review what types of incidents are escalated
  • Identify knowledge gaps for training
  • Evaluate if services should be reassigned
  • Check if escalation paths are appropriate
Situation: A team acknowledges fewer than 85% of incidents.Action:
  • Review on-call coverage schedules
  • Check notification delivery (email, SMS, app)
  • Evaluate alert fatigue (too many low-value alerts)
  • Consider auto-escalation policies

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Troubleshooting

  • Verify team has incidents assigned in the selected period
  • Check that incidents are properly associated with teams
  • Ensure team is set to active status
  • Verify incidents have acknowledgment/resolution timestamps
  • Check that team members are properly assigned to incidents
  • Review date range selection
  • Compare with incident list for the team
  • Check for data from recent incidents (may not be included yet)
  • Verify all team incidents are in the selected date range

Teams

Manage team membership

On-Call Analytics

Individual responder metrics

Escalation Policies

Configure team escalations