---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Legacy: Viewing Escalation Overview reports

# Legacy: Viewing Escalation Overview reports {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Run Escalation Overview reports to view count and rate information on escalations
currently in progress, acknowledged and unacknowledged escalations, and Mean Time to
Acknowledge (MTTA). You can view data for all groups or for one or more selected
groups.  
Important:  
Starting in Xanadu release, the On-Call dashboard is deprecated. Users can use [On-call dashboard](https://servicenow-prod.fluidtopics.net/3t41G85QwNzS5wwMETJipw "Dashboard providing view into the performance of On-call Escalations handled by the team.") to view, maintain, and track the escalation reports.

## Opening the reports {#viewing-esc-oview-report-oncall__section_shq_3hy_2lb}

Any user with the itil role can view the reports. Use one of the following methods to open the reports:

* Click Self-ServiceDashboards and select On-Call Overview. If you have licensed the premium version, then click On-Call Overview - Premium.
* Click On-Call SchedulingReportsOverview.

{#viewing-esc-oview-report-oncall__ul_zm2_dgz_2lb}Click the Escalations Overview tab.

## Escalations Overview reports {#viewing-esc-oview-report-oncall__section_db3_pgz_2lb}

* Acknowledged escalations are accepted by at least one user. The "true" value indicates acknowledged escalations.
* Unacknowledged escalations are not accepted by any user or are rejected by all users. The "false" value indicates unacknowledged escalations.

{#viewing-esc-oview-report-oncall__ul_rnn_3hb_bmb} Figure 1. Escalations Overview reports

My On-Call Groups
:   Select one or more groups. Only data for selected groups
    appears in the reports. If no group is specified,
    then data for all groups appears.

Active Escalations - 7 days
:   The number of escalations that are currently in
    progress.

Unacknowledged Escalations - 7 days
:   The number of escalations that nobody has yet
    acknowledged during the most recent seven-day
    period.

Acknowledged Escalations
:   The number of escalations that escalatees have
    acknowledged during the most recent seven-day
    period.

Acknowledged Escalations by Level - 7 days
:   The number of acknowledged escalations during the most
    recent seven-day period.

    * The Y axis indicates groups.
    * The X axis indicates escalation level.
    * The color shade indicates the count of escalations in the box.
    {#viewing-esc-oview-report-oncall__ul_bq3_hq5_flb}

Acknowledged and Unacknowledged Escalations by Group - 7
days
:   The number of escalations by group during the most
    recent seven-day period.

    * The "true" value indicates acknowledged escalations.
    * The "false" value indicates unacknowledged escalations.
    {#viewing-esc-oview-report-oncall__ul_y12_f31_3lb}

Escalations per Day
:   The number of escalations for the specified date.

    * The Y axis represents the count of escalations.
    * The X axis represents time by date.
    {#viewing-esc-oview-report-oncall__ul_mjy_rb1_3lb}

Mean Time to Acknowledge (MTTA) - 7 days
:   The average time that it took a user to acknowledge an
    escalation during the most recent seven-day period.

    * The Y axis indicates the time it took a user to acknowledge an escalation.
    * The X axis indicates the group.
    {#viewing-esc-oview-report-oncall__ul_mht_wq5_flb}

*[\>]: and then