Insights

Plan requirement: This feature requires an On-call Standard or higher subscription. Learn more

The dashboard can be empty while your subscription is expired: once your On-call subscription expires or is disabled, alert ingestion has stopped and the dashboard produces no new analytics data, so the default time window is naturally empty — this is not data loss. A non-dismissable banner stays at the top of the page stating that the subscription has expired, that alert ingestion has stopped so no new analytics data is produced, and that historical data is unaffected and can still be viewed and exported. Historical data stays viewable and exportable, and everything resumes automatically after renewal. For the account-level explanation, see What happens when your subscription expires.

Key Features

Multi-dimensional Analysis

Expand from global and time dimensions to viewing by team, channel, individual, and other dimensions for a comprehensive understanding of team operations efficiency

Flexible Drill-down

Support drilling down from the global view to sub-dimensions for in-depth metric analysis and quick issue identification

Data Comparison

Compare data across different dimensions to discover differences and areas for improvement between teams

Data Export

Support exporting data to CSV files for further data analysis and report generation

Filter Conditions

When customizing filter conditions, the system remembers your selections. Even after refreshing the page, selected conditions are retained, but current user’s operations do not affect other users.

Filter	Description
Team	Select team names to query, supports multiple selection. Dashboard data updates based on selected teams
Channel	Select channel names to query, supports multiple selection. Dashboard data updates based on selected channels
Severity	Select severity levels to query, supports multiple selection. Dashboard data updates based on selected severity levels
Time Range	Select time range to query. Supports this week, last two weeks, this month, last month, and custom time ranges, querying up to the last 2 years (720 days) of data (the exact limit depends on your plan)
Data Interval	Supports day, week, and month dimensions. Defaults to hourly queries, but when time range exceeds 31 days, daily preview is not available. Day/week/month bucketing follows the viewer’s effective time zone (personal time zone preferred, falling back to the organization’s)
Time Zone	Dashboard times, day/week/month aggregation, and queries are all displayed and counted in the viewer’s effective time zone (personal time zone preferred, falling back to the organization’s). The filter bar shows the current effective time zone on the right, with the tooltip “Times are shown and bucketed in your local timezone.”
Sorting	Team, channel, and individual dimension dashboards support ascending and descending order. Defaults to showing TOP 10 data; expand to show more

Time Period Segmentation

When performing 24-hour on-call, to distinguish the different impacts on team members at different times, we divide time into three periods:

Period	Time Range	Description
Work hours	Monday-Friday 8am-7pm	Prime working hours for the team
Rest hours	Monday-Friday 7pm-11pm, Non-workdays 8am-11pm	Team members’ rest or leisure time
Sleep hours	Every day 11pm-8am	Interruptions during this period significantly impact team members’ rest quality

Metric Definitions

Converged incidents do not trigger notifications, as they are typically defined as ignorable incidents. Therefore, all metrics exclude converged incidents.

Metric	Description
Incidents	Number of incidents generated, excluding converged incidents
MTTA	Mean time to acknowledge an incident (acknowledgment time minus incident trigger time). Incidents without acknowledgment are not included in the calculation
MTTR	Mean time to resolve an incident (incident close time minus incident trigger time). Individual metrics do not include MTTR
Response Rate	Response rate calculation formula: Response Rate = (Acknowledged Incidents / Total Incidents) × 100%
Response Effort	Total time responders spend handling incidents. Calculated by summing the time between incident acknowledgment and resolution for each member, providing a rough estimate of actual time invested in incident response
Interruptions	Only counts assignment notifications via SMS, voice calls, and app push. Multiple channel notifications to the same responder simultaneously count as one interruption. Notifications within 1 minute of the previous one do not count as interruptions

About MTTR

When calculating Mean Time To Resolve (MTTR), the system cannot precisely determine whether an incident was resolved due to personnel intervention. Therefore, individual MTTR data is not included when calculating overall MTTR.Incident resolution may involve various scenarios:

Automatic recovery triggered by automatic alerts
Manual closure by personnel
Automatic system timeout closure
Multiple members participating in handling the same incident

To ensure MTTR accuracy, the system focuses on the total time from incident occurrence to resolution, rather than evaluating individual member contributions.

About Data Latency

Since the system needs time to calculate data, there may be approximately one hour of delay when querying current data.

Alert TOP

The global dimension allows viewing TOP 20 data for alert check items and alert resources:

Dimension	Description	Recommendation
Alert Check Item	Aggregate and sort alert events by check item (from the alert’s `check` label)	Adjust frequently occurring alert check items
Alert Resource	Aggregate and sort alert events by resource (from the alert’s `resource` label)	Optimize frequently occurring alert resources

Data Download and Export

Data Download
Data Export

All dimensions support downloading dashboards in PDF format for further data analysis and report generation.

Export incident list, team, channel, and individual dimension data in CSV format, with a maximum of 10,000 records per export. Before exporting, choose the fields you need in the popover. The incident list export offers 42 selectable fields (all selected by default), grouped by purpose:

Group	Fields
Basics	Incident ID, Incident title, Severity, Progress, Description, Labels, Custom fields
Ownership	Channel ID, Channel, Team ID, Team
Time & Efficiency	Triggered at, Time to ack, Time to close, Close by, Response effort, Hours
Notifications & Assignment	Notifications, Interruptions, Acknowledgements, Assignments, Reassignments, Escalations, Manual escalations, Auto escalations, Assign method, Responders, Raw assigned to, Raw responders, Escalation rules
Associated Alerts	Alerts, Active alerts, Alert events
People	Owner ID, Owner, Creator ID, Creator, Closer ID, Closer
Others	Snoozed until, Ever muted, Rare incident

Enable Extract text content from HTML (on by default) to write incident descriptions as plain text in the CSV, which makes them easier to read in spreadsheet tools.

Export Limitations

For data that is more complete than CSV or easier to process programmatically, query the Incident List API
List queries and CSV exports are limited to 10,000 records. For more data, export in smaller time ranges

Usage Statistics

In addition to the insights dashboard, Flashduty On-call provides a Usage Statistics page to view overall resource usage trends. Usage statistics include charts for the following dimensions:

Dimension	Description
Notification Count	Trends of notification volume sent through various notification channels
Incident Count	Trends of incident creation volume
Change Count	Trends of change event volume

Usage statistics help you understand overall platform usage for capacity planning and cost assessment.

FAQ

How can I query older data?

Currently, insights supports querying up to the last 2 years (720 days) of data (the exact limit depends on your plan). For older data, use the API Query.

Why can't I view data at daily granularity when the time range exceeds 31 days?

The dashboard line chart supports a maximum of 31 data points, so when the query time range exceeds 31 days, daily granularity viewing is not available.

What happens to the insights data after my subscription expires?

After the subscription expires, alert ingestion stops, so no new statistics are produced. Historical data is unaffected — you can still view and export it.

What is an Incident

Learn about basic incident concepts and lifecycle

Search and View Incidents

Master incident list and details page usage

Quick Start

Product Comparison

Channels

Incident Management

Post-Mortem

Status Page

Analytics

Integration Settings

Configuration

Advanced

Integrations

Best Practices

Key Features

Multi-dimensional Analysis

Flexible Drill-down

Data Comparison

Data Export

Filter Conditions

Time Period Segmentation

Metric Definitions

Alert TOP

Data Download and Export

Export Limitations

Usage Statistics

FAQ

What is an Incident

Search and View Incidents

​Key Features

Multi-dimensional Analysis

Flexible Drill-down

Data Comparison

Data Export

​Filter Conditions

​Time Period Segmentation

​Metric Definitions

​Alert TOP

​Data Download and Export

​Export Limitations

​Usage Statistics

​FAQ

​Related Topics

What is an Incident

Search and View Incidents

Key Features

Filter Conditions

Time Period Segmentation

Metric Definitions

Alert TOP

Data Download and Export

Export Limitations

Usage Statistics

FAQ

Related Topics