> ## Documentation Index
> Fetch the complete documentation index at: https://docs.easyalert.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams

> Compare team metrics, response times, and workload distribution

## 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.

<CardGroup cols={2}>
  <Card title="Team Comparison" icon="scale-balanced">
    Compare metrics across all teams side-by-side
  </Card>

  <Card title="Workload Analysis" icon="chart-bar">
    Visualize incident distribution by team
  </Card>

  <Card title="Response Metrics" icon="clock">
    Track MTTA, MTTR, and acknowledgment rates
  </Card>

  <Card title="Escalation Tracking" icon="arrow-up-right-dots">
    Monitor which teams escalate most frequently
  </Card>
</CardGroup>

***

## Summary Statistics

The dashboard shows three key summary metrics:

| Metric           | Description                                  |
| ---------------- | -------------------------------------------- |
| **Active Teams** | Number of teams with incident activity       |
| **Avg MTTA**     | Average acknowledgment time across all teams |
| **Avg MTTR**     | Average resolution time across all teams     |

These provide a baseline for comparing individual team performance.

***

## Incidents by Team Chart

The horizontal bar chart ranks teams by incident volume:

### 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

### What to Look For

<AccordionGroup>
  <Accordion title="Unbalanced Workload">
    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
  </Accordion>

  <Accordion title="Low Activity Teams">
    Teams with very few incidents may indicate:

    * Well-maintained services
    * Missing alert coverage
    * Incidents being routed elsewhere
  </Accordion>

  <Accordion title="Comparison Points">
    Compare teams with similar responsibilities to identify:

    * Best practices to share
    * Training opportunities
    * Process improvements
  </Accordion>
</AccordionGroup>

***

## Team Comparison Table

The detailed table shows comprehensive metrics for each team:

| Column              | Description                          |
| ------------------- | ------------------------------------ |
| **Team**            | Team name                            |
| **Incidents**       | Total incidents handled              |
| **Avg MTTA**        | Average time to acknowledge          |
| **Avg MTTR**        | Average time to resolve              |
| **Escalation Rate** | Percentage of incidents escalated    |
| **Ack Rate**        | Percentage of incidents acknowledged |

### Understanding the Metrics

<Tabs>
  <Tab title="MTTA">
    **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.
  </Tab>

  <Tab title="MTTR">
    **Mean Time to Resolve** measures how quickly a team fixes incidents.

    * **\< 30 min** — Excellent (for non-critical)
    * **30 min - 2 hours** — Good
    * **2-8 hours** — Acceptable for complex issues
    * **> 8 hours** — Review for improvements

    MTTR varies significantly by incident complexity and team scope.
  </Tab>

  <Tab title="Escalation Rate">
    **Escalation Rate** shows how often incidents require additional help.

    * **\< 10%** — Team handles most issues independently
    * **10-25%** — Normal escalation level
    * **> 25%** — May indicate training needs or complex services

    Some variation is expected based on service criticality.
  </Tab>

  <Tab title="Acknowledgment Rate">
    **Acknowledgment Rate** shows what percentage of incidents get acknowledged.

    * **> 95%** — Excellent
    * **85-95%** — Good
    * **\< 85%** — Review alerting and on-call coverage

    Low ack rates may indicate alert fatigue or coverage gaps.
  </Tab>
</Tabs>

***

## Using Team Analytics

### Identifying Performance Patterns

<Steps>
  <Step title="Review Overall Metrics">
    Start with the summary statistics to understand baseline performance
  </Step>

  <Step title="Identify Outliers">
    Look for teams significantly above or below average in any metric
  </Step>

  <Step title="Investigate Differences">
    For outlier teams, consider:

    * Service complexity differences
    * Team size and experience
    * Alert quality and volume
  </Step>

  <Step title="Take Action">
    * Share best practices from high-performing teams
    * Provide support to struggling teams
    * Adjust alert configurations as needed
  </Step>
</Steps>

### Comparing Similar Teams

To make fair comparisons, consider teams with:

* Similar service complexity
* Comparable incident volumes
* Similar severity distributions

<Info>
  A team handling mostly critical incidents will naturally have different metrics than one handling mostly low-severity alerts.
</Info>

***

## Best Practices

<AccordionGroup>
  <Accordion title="Review Monthly">
    Schedule monthly team performance reviews to track improvement over time.
  </Accordion>

  <Accordion title="Set Team Goals">
    Establish team-specific targets based on:

    * Historical performance
    * Service criticality
    * Industry benchmarks
  </Accordion>

  <Accordion title="Focus on Trends">
    A team's improvement over time matters more than absolute numbers. Celebrate progress.
  </Accordion>

  <Accordion title="Avoid Blame">
    Use metrics to identify improvement opportunities, not to penalize teams. High MTTR may indicate complex services, not poor performance.
  </Accordion>

  <Accordion title="Share Knowledge">
    When a team shows excellent metrics:

    * Document their practices
    * Share with other teams
    * Consider cross-team mentoring
  </Accordion>

  <Accordion title="Consider Context">
    Always consider factors that affect metrics:

    * Team size and coverage hours
    * Service age and technical debt
    * Recent changes or deployments
  </Accordion>
</AccordionGroup>

***

## Common Scenarios

<AccordionGroup>
  <Accordion title="New Team with High MTTR">
    **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
  </Accordion>

  <Accordion title="Team with High Escalation Rate">
    **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
  </Accordion>

  <Accordion title="Team with Low Acknowledgment Rate">
    **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
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Team not appearing in list">
    * Verify team has incidents assigned in the selected period
    * Check that incidents are properly associated with teams
    * Ensure team is set to active status
  </Accordion>

  <Accordion title="Metrics showing as 0 or blank">
    * Verify incidents have acknowledgment/resolution timestamps
    * Check that team members are properly assigned to incidents
    * Review date range selection
  </Accordion>

  <Accordion title="Data seems incorrect">
    * 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
  </Accordion>
</AccordionGroup>

***

## Related Pages

<CardGroup cols={3}>
  <Card title="Teams" icon="people-group" href="/management/teams">
    Manage team membership
  </Card>

  <Card title="On-Call Analytics" icon="phone" href="/analytics/on-call">
    Individual responder metrics
  </Card>

  <Card title="Escalation Policies" icon="arrow-up-right-dots" href="/management/escalation-policies">
    Configure team escalations
  </Card>
</CardGroup>