---
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


---

# On-call dashboard

# On-call dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Dashboard providing view into the performance of On-call Escalations handled by the team.

KPIs for On-Call Scheduling.  
{#oncall-scheduling__table_rnl_k2t_c1c__entry__3}

| Data Visualization | Description | KPI (Performance Analytics Indicator) |
|-|-|-|
| Active escalations (by priority and acknowledgement status) | Priority wise distribution of on-call escalations based on their escalation status. | Active Escalations |
| Acknowledged escalations (by level, shift and groups) | Distribution of acknowledged escalations based on level/shift/groups. | Acknowledged Escalations |
| Acknowledged escalations (by channel) | Number of acknowledged escalations in a specified period of time. | Acknowledged Escalations |
| Acknowledged escalations level (by user) | 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. | Acknowledged escalations level |
| Escalations not acknowledged (by level, shift and groups) | Distribution of escalations that are not acknowledged by level/shift/groups. | Unacknowledged Escalations |
| Contact attempts acknowledged | Total count of contact attempts acknowledged based on level and contact attempts. | Count of Contact Attempts Acknowledged |
| % Escalations acknowledged (by groups) | Percentage of the escalations that are acknowledged. | % of Acknowledged Escalations |
| % Escalations not acknowledged (by groups) | Percentage of the escalations that are not acknowledged. | % of Unacknowledged Escalations |
| Mean time to acknowledge an escalation (by group) | Mean time to acknowledge an escalation based on escalation level. | Average Escalation Acknowledgment |
| Mean time to acknowledge an escalation (by level) | Mean time to acknowledge an escalation based on escalation level. | Average Level Acknowledgment |
| Average time to acknowledge escalation notification | Average time taken to acknowledge the escalation notification. | Average time to acknowledge escalation notification |
| Total On-call hours (by user) | Total number of hours the user was available for On-call. | Total On-call hours |
[Table 1. On-Call Scheduling KPIs]

{#oncall-scheduling__table_rnl_k2t_c1c}