Analytics

Analytics provide deep visibility into incident patterns, team performance, and operational health. Use these insights to identify trends, optimize response processes, and demonstrate SLA compliance.

Why Analytics Matter

Without Analytics	With Analytics
Blind to patterns	Data-driven decisions
Can't prove SLA compliance	Objective SLA tracking
Unknown team workload	Fair on-call distribution
Reactive improvements	Proactive optimization

Accessing Analytics

Navigate to Analytics in the sidebar to access:

Dashboard: Overview of key metrics
Incidents: Detailed incident analysis
On-Call: Responder performance metrics
SLA: Compliance tracking
Reports: Exportable summaries

Key Metrics

OpsKnight tracks 19+ metrics across incidents, response times, and SLA compliance.

Response Time Metrics

MTTA (Mean Time to Acknowledge)

Average time from incident creation to first acknowledgment.

Rating	MTTA	Interpretation
🟢 Excellent	< 5 minutes	Rapid response
🟡 Acceptable	5–15 minutes	Room for improvement
🔴 Needs Work	> 15 minutes	Review escalation policies

Calculation: Sum of (acknowledgment time - creation time) / acknowledged incidents

MTTR (Mean Time to Resolve)

Average time from incident creation to resolution.

Rating	MTTR	Interpretation
🟢 Excellent	< 30 minutes	Efficient resolution
🟡 Acceptable	30–60 minutes	Typical for complex issues
🔴 Needs Work	> 60 minutes	Review processes

Calculation: Sum of (resolution time - creation time) / resolved incidents

MTTE (Mean Time to Escalate)

Average time before incidents escalate beyond the first responder.

Rating	MTTE	Interpretation
🟢 Healthy	> 15 minutes	Primary responders handling most issues
🟡 Monitor	5–15 minutes	Moderate escalation rate
🔴 Review	< 5 minutes	Check if first-level needs more training/tools

Volume Metrics

Metric	Description
Total Incidents	Count of incidents in the period
Open Incidents	Currently unresolved incidents
Acknowledged	Incidents acknowledged but not resolved
Resolved	Incidents marked resolved
Snoozed	Incidents temporarily muted
Suppressed	Incidents auto-suppressed by rules

Distribution Metrics

Metric	Description
By Urgency	Breakdown by HIGH/MEDIUM/LOW
By Service	Incidents per service
By Team	Incidents per owning team
By Source	Incidents per integration
By Hour	Hourly distribution pattern
By Day	Daily distribution pattern

SLA Metrics

SLA Compliance Rate

Percentage of incidents resolved within SLA targets.

SLA Compliance = (Incidents within SLA / Total Resolved Incidents) × 100

Per-Urgency SLA Tracking

Urgency	Default Target	Metric
HIGH	15 minutes to acknowledge, 1 hour to resolve	Compliance %
MEDIUM	30 minutes to acknowledge, 4 hours to resolve	Compliance %
LOW	2 hours to acknowledge, 24 hours to resolve	Compliance %

SLA Breach Analysis

Track which services and teams breach SLA most frequently:

Analysis	Purpose
Breaches by Service	Identify problematic services
Breaches by Team	Spot training/staffing needs
Breach Trends	Monitor improvement over time
Near-Miss Tracking	Incidents close to breaching

Dashboard Visualizations

OpsKnight provides 15+ visualization types for incident data.

Time-Series Charts

Chart	Shows
Incident Volume	Incidents over time (line/bar)
MTTA Trend	Acknowledgment time over time
MTTR Trend	Resolution time over time
SLA Compliance Trend	Compliance percentage over time

Distribution Charts

Chart	Shows
By Urgency	Pie/donut chart of urgency distribution
By Status	Current status breakdown
By Service	Top services by incident count
By Team	Team workload comparison
By Hour of Day	When incidents occur most
By Day of Week	Daily patterns

Heatmaps

Heatmap	Shows
Hour × Day	When incidents peak
Service × Urgency	Which services have critical issues
Team × Service	Coverage overlap

Tables

Table	Shows
Top Incidents	Longest-running or most impactful
Top Services	Services with most incidents
Top Responders	Most active incident handlers
Recent Breaches	SLA violations

Filtering & Drill-Down

Available Filters

Filter	Options
Time Range	Last 24h, 7d, 30d, 90d, custom range
Service	Single or multiple services
Team	Single or multiple teams
Assignee	Specific responders
Status	OPEN, ACKNOWLEDGED, RESOLVED, SNOOZED, SUPPRESSED
Urgency	HIGH, MEDIUM, LOW
Source	Integration that created the incident

Quick Filters

Quick Filter	Description
My Incidents	Incidents assigned to you
My Teams	Incidents for teams you belong to
SLA Breached	Only breached incidents
Unassigned	Incidents without an assignee

Comparison Mode

Compare metrics across different periods:

This Week vs Last Week
This Month vs Last Month
This Quarter vs Last Quarter

Comparison shows:

Percentage change
Absolute difference
Trend direction (↑ improving, ↓ declining)

Reports

Executive Summary Report

High-level overview for stakeholders.

Includes:

Total incidents by urgency
Overall SLA compliance
MTTA and MTTR averages
Top 5 affected services
Period-over-period comparison
Trend indicators

Schedule: Daily, weekly, or monthly delivery via email

On-Call Performance Report

Responder-focused metrics.

Includes:

Metric	Description
Incidents Handled	Count per responder
Average Response Time	Per-responder MTTA
Escalation Rate	How often they escalate
Resolution Rate	Percentage resolved without escalation
Night/Weekend Load	Out-of-hours incident burden

Service Health Report

Service-focused analysis.

Includes:

Metric	Description
Incident Count	Total incidents per service
MTTR by Service	Resolution time per service
SLA Compliance	Per-service SLA tracking
Top Incident Types	Common issues per service
Uptime Percentage	Calculated availability

Team Workload Report

Team capacity planning.

Includes:

Metric	Description
Incidents per Member	Workload distribution
Cross-Team Escalations	Collaboration patterns
Peak Hours	When teams are busiest
Coverage Gaps	Periods without coverage

Exporting Data

Export Formats

Format	Use Case
CSV	Spreadsheet analysis, custom reporting
JSON	Integration with other tools
PDF	Stakeholder presentations

Export Options

Go to Analytics
Apply desired filters
Click Export
Select format
Choose data scope:
- Current View: Only visible data
- Full Dataset: All data matching filters
Download file

Scheduled Exports

Set up recurring exports:

Go to Analytics → Reports
Click Schedule Report
Configure:
- Report type
- Filters
- Format
- Recipients (email)
- Schedule (daily/weekly/monthly)

API Access

Analytics API Endpoints

Endpoint	Description
`GET /api/analytics/summary`	Overview metrics
`GET /api/analytics/incidents`	Incident data with filters
`GET /api/analytics/mtta`	MTTA metrics
`GET /api/analytics/mttr`	MTTR metrics
`GET /api/analytics/sla`	SLA compliance data

Query Parameters

Parameter	Description	Example
`start_date`	Period start	`2024-01-01`
`end_date`	Period end	`2024-01-31`
`service_id`	Filter by service	`svc_abc123`
`team_id`	Filter by team	`team_xyz`
`urgency`	Filter by urgency	`HIGH`
`group_by`	Aggregation key	`service`, `team`, `day`

Example Request

curl -X GET "https://your-opsknight.com/api/analytics/summary?start_date=2024-01-01&end_date=2024-01-31" \
  -H "Authorization: Bearer YOUR_API_TOKEN"

Example Response

{
  "period": {
    "start": "2024-01-01T00:00:00Z",
    "end": "2024-01-31T23:59:59Z"
  },
  "metrics": {
    "total_incidents": 156,
    "mtta_minutes": 4.2,
    "mttr_minutes": 28.5,
    "sla_compliance": 94.2,
    "by_urgency": {
      "HIGH": 23,
      "MEDIUM": 87,
      "LOW": 46
    },
    "by_status": {
      "RESOLVED": 148,
      "OPEN": 5,
      "ACKNOWLEDGED": 3
    }
  }
}

Dashboard Customization

Creating Custom Dashboards

Go to Analytics → Dashboards
Click Create Dashboard
Add widgets:
- Drag from widget library
- Configure data source and filters
- Set visualization type
Arrange layout
Save dashboard

Widget	Configuration
Metric Card	Single number with trend
Time Series	Line/bar chart over time
Distribution	Pie/donut/bar chart
Table	Sortable data grid
Heatmap	Two-dimensional pattern view
Text	Markdown annotations

Share Option	Description
Team Access	Visible to team members
Organization	Visible to all users
Public Link	Shareable URL (read-only)
Embed	iFrame embed code

Alerting on Metrics

Set up alerts when metrics cross thresholds.

Alert Conditions

Condition	Example
MTTA exceeds	Alert if MTTA > 10 minutes
MTTR exceeds	Alert if MTTR > 1 hour
SLA drops below	Alert if compliance < 95%
Volume spikes	Alert if incidents > 50/hour

Alert Configuration

Go to Analytics → Alerts
Click Create Alert
Configure:
- Metric to monitor
- Threshold value
- Evaluation window
- Notification channels

Best Practices

Regular Review Cadence

Cadence	Focus
Daily	Open incidents, SLA breaches
Weekly	MTTA/MTTR trends, team workload
Monthly	Service health, pattern analysis
Quarterly	Capacity planning, process improvements

Metric Interpretation

Look at trends, not just snapshots
Compare similar periods (weekday to weekday)
Consider context (holidays, deployments)
Investigate anomalies immediately

Action Items from Analytics

Finding	Action
High MTTA	Review escalation policies, notification channels
High MTTR	Improve runbooks, add automation
Frequent breaches on service	Review service reliability
Uneven team workload	Adjust on-call rotations
Night/weekend spikes	Consider follow-the-sun coverage

Reporting to Stakeholders

Lead with business impact (not raw numbers)
Show trends (improvement or decline)
Include action items (what you're doing about it)
Keep it brief (executive summary first)

Troubleshooting

Missing Data

Check time range filter
Verify service/team filters
Confirm incidents exist in the period
Check user permissions

Incorrect Metrics

Verify incident timestamps are correct
Check for manually backdated incidents
Review suppressed/snoozed incident handling
Confirm timezone settings

Slow Dashboard

Reduce time range
Add more specific filters
Limit number of widgets
Use cached data option

Incidents — Incident lifecycle and management
Services — Service configuration
Teams — Team management
SLA — SLA configuration
Postmortems — Post-incident analysis