Skip to main content
Insights is a dashboard view that summarizes how your team responds to incidents across a date range. Open it from Insights in the dashboard. Every metric is scoped to your organization and recomputed each time you load the page for the selected range. Pick a range (last 7, 30, or 90 days) and Insights shows the metrics below alongside a prior-period comparison — the same metric over the immediately preceding window of equal length — so you can see whether a number is trending up or down.

​
Why durations use the median

Every duration metric on this page — MTTA, MTTR, longest silence, and time to mobilize — is aggregated as the median, not the mean. A single outlier poisons a mean. One incident that stayed open for a week drags an arithmetic average so far that the trend line stops describing a typical incident. The median is robust to that outlier: it reports the middle incident, so the number stays representative of what your team actually experiences. Only incidents that reached a metric’s endpoint enter that metric’s sample. An incident that was never acknowledged does not count toward MTTA; one that was never resolved does not count toward MTTR. When no incident qualifies, the metric reports no value rather than zero.

​
Incident volume

The total number of incidents opened in the range, with a per-day breakdown. Days are bucketed in UTC.

​
Response times

Both are medians (see above). The prior-period percentage change is computed on the medians themselves, not on a separate average.

​
Out-of-hours paging

How often your responders are paged outside business hours — an early burnout signal. Insights shows the out-of-hours page count and its share of total pages for the range. A page is classified out-of-hours when it falls outside your organization’s working hours. The hours used depend on whether you’ve designated a default:
  • If your organization has designated a default working hours set, the metric classifies pages against that set’s windows and timezone — so the number reflects your organization’s real hours.
  • Otherwise, the metric falls back to a fixed convention of 09:00–17:00, Monday–Friday. The window is inclusive of 09:00 and exclusive of 17:00; weekends are always out-of-hours.
When the fixed convention applies, its window is evaluated in a timezone resolved in this order:
  1. The timezone of the on-call schedule that was paged.
  2. If the page targeted a literal list of users rather than a schedule, the organization timezone.
  3. If neither is set, UTC.
A designated default set instead carries its own timezone, and classification never uses the working hours set that gated the escalation layer which dispatched the page — that would measure your skip logic rather than human disruption.
Classification is computed at read time from existing paging timestamps. The window is anchored to a single timezone — the default working hours set’s, or under the fixed convention the paged schedule’s — rather than each individual responder’s, so a page to a responder in a different region may be classified against those hours rather than their own. This is a deliberate trade-off — the metric is a trend signal, not a per-page audit.

​
Longest silence

The longest a resolved incident went without a human update — the gap that erodes customer and stakeholder trust during an incident. Per resolved incident, Insights measures the longest gap between consecutive human updates on the timeline. Incident creation and resolution bound the window as implicit posts, so:
  • A resolved incident with no human updates scores its entire creation-to-resolution duration — the worst case is never invisible.
  • Only human updates count as touches. An automated update such as an auto-resolution is not communication, so it does not break a silence.
These per-incident longest gaps are then aggregated as the median across the resolved incidents in the range.

​
Time to mobilize

For incidents a machine opened, how long until a person actually engaged. Acknowledging an alert means a human became aware; it does not mean anyone started working. Time to mobilize measures that next step. It is the duration from a system-origin incident’s creation to its first human update (of any visibility — internal or public). See Automated actions and origin for what makes an incident system-origin.
  • Only auto-opened (system-origin) incidents are sampled. Incidents a person opened are excluded entirely — opening an incident yourself is mobilization at the moment of creation, so including them would distort the median.
  • An auto-opened incident that no person ever touched (for example, one that auto-opened and auto-resolved) has no mobilization endpoint and is dropped from the sample, the same way MTTA ignores never-acknowledged incidents.
The qualifying durations are aggregated as the median.

​
Automated actions and origin

Some incidents and updates are created by people; others are created by the platform — an incident auto-opened from an ingested alert, an auto-resolution when the upstream alert clears, or a provisional status page being promoted. Each incident and each Incident Update carries an origin of either human or system that records which. The longest silence and time to mobilize metrics rely on origin to tell communication from automation: a system auto-resolution is not a human touch, and a system-opened incident is the only kind time to mobilize measures. The same origin field drives how actions are attributed on the timeline and on your public status pages. See Incidents — Origin for that behavior and for where origin appears in the API.