Analytics

Measure incident volume, response, and resolution

Xurrent IMR has an inbuilt analytics dashboard. It gives you insight into performance by account, teams, services or users. You can select custom date ranges and filters to track activity for every segment.

Analytics gives you the count of Total Incidents, MTTA (Mean Time To Acknowledge) and MTTR (Mean Time To Resolve) over the time frame you select. Each metric can be shown as a mean or as a percentile, and any view can be exported to CSV.

Before you begin

• Account-level analytics is available to admins.
• Metrics are calculated from incidents in the selected date range. A range with no incidents returns empty views.

View your analytics

Select Analytics in the left navigation, then choose a tab. All four views share the same date range, filters, aggregation, and export controls.

Account Level Analytics:

Account-wide totals and trends. Shows Total Incidents over time, breakdowns of triggered, acknowledged, and resolved incidents at both user and account level, and trend charts for MTTA, MTTR, and acknowledgement rate.

Team Level Analytics:

Team Level Metrics: incidents, MTTA, and MTTR for every team, with account totals above. Sort by any column to find the team carrying the most volume or the slowest resolution.

Service Level Analytics:

Service Level Metrics: the same figures per service, with the owning team alongside. Use it to see which services generate the most incidents and where resolution takes longest.

User Level Analytics:

The Users tab lists incidents, calls, MTTA, and MTTR for each person under User Level Metrics, with unassigned incidents grouped under Unassigned User. Sort by any column to compare individuals, and use Load More to extend the list.

The Calls column counts every phone call in the escalation chain, not only calls to the person who acknowledged. Call data is available from 15 August 2026 onwards; earlier date ranges under-report calls.

The Teams, Services, and Users views each have a search box, and every table sorts by any column.

Set the time range

1. Choose a preset: Today, Yesterday, 7D, 30D, or 3M.
2. For any other period, click the date range and set custom dates.

Comparison percentages are relative to the previous period of the same length, so short ranges produce volatile comparisons.

Filter the data

1. Click Filters.
2. Choose a category and select the values to include.
3. Close the panel. The number of active filters appears on the button, and each category shows its own count.
4. To start again, click Clear Filters.

Export a report

1. Click Download Report (.csv).
2. With filters applied the button reads Download Filtered Report (.csv), and the export matches what is on screen.

Switch between mean and percentiles

1. Open the aggregation dropdown, which shows Mean by default.
2. Choose Mean, P75, P95, or P99.

The setting applies to Total Incidents, MTTA, and MTTR across all four views.

P95 MTTR is the resolution time that 95% of incidents fall at or below. Percentiles describe the tail of the distribution rather than its centre, which is often closer to what responders experienced.

Tip: Report a percentile alongside the mean rather than instead of it. A mean of four hours with a P95 of three days describes the workload more accurately than either figure alone.

Change how MTTA is measured

By default, MTTA uses the last acknowledgement recorded on an incident. It can instead use the first acknowledgement by any responder.

1. Go to Account Settings.
2. Open Customizations.
3. Enable first acknowledgement time for MTTA.

For an incident triggered at 10:00 and first acknowledged at 10:03, the first acknowledgement time is 10:03, regardless of who acknowledges afterwards.

What the metrics mean

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