---
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 the Performance reports for escalations

# Legacy: Viewing the Performance reports for escalations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The Performance reports enable detailed review of how well escalations are being
processed. You have precise control of the data that describes escalation progress
using filters like group, priority, level, or escalation category.  
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 performance reports.

## Opening the reports {#viewing-performance-report-oncall__section_shq_3hy_2lb}

You must have the Premium Dashboard user \[rota_prem_dashboard_user\] role to view the Performance reports. Use one of the following methods to open the reports:

* Click Self-ServiceDashboards and select On-Call Overview - Premium.
* Click On-Call SchedulingReportsOverview.

{#viewing-performance-report-oncall__ul_zm2_dgz_2lb}Click the Performance tab and then select the date of interest. The time line shows the time of day at which escalations happen. Use the tabs to control the type of data to view:

Breakdowns tab
:   Use the filters to segment the data into
    categories that suit your need. For example, if
    you are investigating your SMS costs, you can set
    filters to display how many notifications of the
    SMS type are sent and to which groups or users
    they are being sent. For example, you might notice
    that you sent 68 SMS messages to users in the
    Network group. The group, however, did not
    acknowledge any escalations. You might therefore
    consider that you can lower SMS costs by not
    sending SMS notifications to that group.

    * Groups
    * Escalation Category
    {#viewing-performance-report-oncall__ul_slr_yff_vlb}

Records tab
:   The Records tab lists the
    individual records that make up the results that
    you configured on the
    Breakdowns tab. Click a
    name to view record details.  
    Note:  
    Each record also appears in the appropriate escalation log. See [View details in an escalation log](https://servicenow-prod.fluidtopics.net/yJ~ZMbkB_MM5EdsqUrfimA "View the escalation log record for full details on the time line and actions for an on-call escalation as it progressed through the on-call escalation path. You can also access escalation and escalation notification information from reports.").

## All Escalations tab {#viewing-performance-report-oncall__section_xx4_x4z_2lb}

* Acknowledged escalations are accepted by at least one user.
* Unacknowledged escalations are not accepted by any user or are rejected by all users.
* All Escalations: Count of escalations that started on the selected date.
* Escalation Notifications: Count of notifications that were sent on the selected date. An escalation might have triggered several notifications.

{#viewing-performance-report-oncall__ul-wer-dfg-gfh} Figure 1. All Escalations tab

## Acknowledged Escalations tab {#viewing-performance-report-oncall__section_nsd_dpz_2lb}

Figure 2. Acknowledged Escalations tab

* Acknowledged Escalation Notifications: Count of escalations that had any of the following values in the Response field for the notification:
  * Accepted or Accepted from other device
  * Auto-assigned
  {#viewing-performance-report-oncall__ul_pcb_bfn_vlb}
* Acknowledged Escalation %: Percent of escalations that had a valid value in the Response field for the notification.
* Acknowledged Contact Attempt %: Percent of contact attempts that were acknowledged.
{#viewing-performance-report-oncall__ul_ezq_s2n_vlb}

## Unacknowledged Escalations tab {#viewing-performance-report-oncall__section_tpf_2pz_2lb}

Unacknowledged escalations have one of the following values for each member of an escalation path in the Response field for the escalation notification:

* Rejected
* Rejected from other device
* Invalid response
* \[no response\]

{#viewing-performance-report-oncall__ul_knc_jym_vlb} Figure 3. Unacknowledged Escalations tab

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