---
title: On-call dashboard
description: Dashboard providing view into the performance of On-call Escalations handled by the team.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/oncall-scheduling.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Platform Analytics KPIs and dashboards, Platform Analytics ITSM Dashboards, IT Service Management]
---

# On-call dashboard

Dashboard providing view into the performance of On-call Escalations handled by the team.

KPIs for On-Call Scheduling.

<table id="table_rnl_k2t_c1c"><thead><tr><th>

Data Visualization

</th><th>

Description

</th><th>

KPI \(Performance Analytics Indicator\)

</th></tr></thead><tbody><tr><td>

Active escalations \(by priority and acknowledgement status\)

</td><td>

Priority wise distribution of on-call escalations based on their escalation status.

</td><td>

Active Escalations

</td></tr><tr><td>

Acknowledged escalations \(by level, shift and groups\)

</td><td>

Distribution of acknowledged escalations based on level/shift/groups.

</td><td>

Acknowledged Escalations

</td></tr><tr><td>

Acknowledged escalations \(by channel\)

</td><td>

Number of acknowledged escalations in a specified period of time.

</td><td>

Acknowledged Escalations

</td></tr><tr><td>

Acknowledged escalations level \(by user\)

</td><td>

Displays the average level at which the user acknowledges the escalation.**Note:** Data is displayed only for users who are members of an on-call group. If a user has not been added to an on-call group, no data appears for this indicator.

</td><td>

Acknowledged escalations level

</td></tr><tr><td>

Escalations not acknowledged \(by level, shift and groups\)

</td><td>

Distribution of escalations that are not acknowledged by level/shift/groups.

</td><td>

Unacknowledged Escalations

</td></tr><tr><td>

Contact attempts acknowledged

</td><td>

Total count of contact attempts acknowledged based on level and contact attempts.

</td><td>

Count of Contact Attempts Acknowledged

</td></tr><tr><td>

% Escalations acknowledged \(by groups\)

</td><td>

Percentage of the escalations that are acknowledged.

</td><td>

% of Acknowledged Escalations

</td></tr><tr><td>

% Escalations not acknowledged \(by groups\)

</td><td>

Percentage of the escalations that are not acknowledged.

</td><td>

% of Unacknowledged Escalations

</td></tr><tr><td>

Mean time to acknowledge an escalation \(by group\)

</td><td>

Mean time to acknowledge an escalation based on escalation level.

</td><td>

Average Escalation Acknowledgment

</td></tr><tr><td>

Mean time to acknowledge an escalation \(by level\)

</td><td>

Mean time to acknowledge an escalation based on escalation level.

</td><td>

Average Level Acknowledgment

</td></tr><tr><td>

Average time to acknowledge escalation notification

</td><td>

Average time taken to acknowledge the escalation notification.

</td><td>

Average time to acknowledge escalation notification

</td></tr><tr><td>

Total On-call hours \(by user\)

</td><td>

Total number of hours the user was available for On-call.

</td><td>

Total On-call hours

</td></tr></tbody>
</table>