What’s New in Xurrent IMR: Smarter Incident Response, Better Visibility

This post is a living document, and we’ll keep adding new updates right here until the quarter ends on September 31st.

🤖 Sera Scribe: Automatic Notes for Incident Calls

Incident calls move fast. Keeping stakeholders updated shouldn’t mean pulling a responder away from troubleshooting.

With Sera Scribe, Sera automatically joins your Zoom or Microsoft Teams incident call when a meeting link is attached to an incident. It transcribes the conversation and turns it into structured incident updates, including:

• Key decisions
• Action items and owners
• Current incident status
• Progress updates

Updates can be posted automatically to your incident Slack channel every 5, 10, 15, or 20 minutes, or you can choose a single wrap-up summary at the end of the call.

If a sensitive discussion comes up, any responder can remove Sera from the call at any time.

Get started: Account → Customisation → Enable Sera Scribe

📊 See Exactly Who Is Receiving Incident Calls

Escalations can quickly become a hidden source of on-call fatigue. Until now, it wasn’t easy to see how many calls each person actually received across an incident’s escalation chain.

The new Calls column in Users Analytics shows the total number of phone calls received by each user across the full escalation chain—not just the person who eventually acknowledged the incident.

Use your existing filters for team, service, priority, and time period to identify escalation patterns.

For example, filter for P0 incidents for a specific team and see whether senior engineers are repeatedly receiving escalation calls. That can be a useful signal that your first-line escalation policy needs tuning.

Call data is available from August 15, 2026 onwards.

💓 Heartbeat: Know When Silent Jobs Stop Running

Not every failure generates an alert.

Cron jobs, database backups, and data pipelines can simply stop running and you may not discover the problem until hours later.

Heartbeat monitors these silent jobs by expecting a periodic ping from your job. If the ping doesn’t arrive within the configured interval, Xurrent IMR automatically creates an incident on the associated service and pages your on-call team.

When the job starts running again, the incident resolves automatically.

There’s no custom integration required. Attach a heartbeat directly to a service and add a simple ping to your cron job or scheduled process.

Get started: Account Settings → Heartbeat

Percentiles in Analytics is here

Every metric in Analytics used to be a mean. And means lie when incident data is skewed. One 10-day outage quietly drags your MTTR up. A handful of auto-resolved blips drag it down. The number you report to leadership stops matching what your on-call engineers actually lived through.

You can now switch any metric between Mean, P75, P95, and P99 from the aggregation dropdown. Total Incidents, MTTA, MTTR, all of it.

‍

Want the resolution time 95% of incidents actually fall under? That's P95.

Percentiles work across Overview, Teams, Services, and Users. Now you can read a team's MTTA and MTTR the same way you'd read request latency in your observability stack: by the tail, not the average.

Custom Incident Form: build the form each incident actually needs

A Security incident needs CVE IDs and compliance frameworks. A Sev0 outage needs blast radius, customer impact, and a war room link. Forcing both into the same rigid form means responders capture too little, right when detail matters most.

The new Custom Incident Form lets you decide what gets captured for each kind of incident. Define custom fields once (Impact Summary, CVE ID, Region Affected, Revenue Impact, anything your team tracks), then group them into incident types like Alert, Security Incident, or Major Incident.

Responders pick a type at creation. The form reshapes on the spot.

Head to Account Settings > Custom Incident Form to set it up.

[Set it up →]

Root Cause Agent: the first five minutes of investigation, already done

When an incident hits, the clock starts and so does the scramble. Digging through dashboards. Scrolling old Slack threads. Trying to remember if you've seen this before.

Sera's new Root Cause Hypothesis Agent does that investigation for you. Open any incident, click Investigate (or trigger it right from the incident's Slack channel). Within seconds, Sera returns:

• Probable root cause
• Confidence level
• Evidence
• Mitigation steps

Sera works by reading your alert payload, finding the most similar past incidents your team has resolved, and pulling the postmortems and Slack threads from those. Signal from your own history, surfaced when you need it.

Coming soon

Sera's about to get sharper.

GitHub. Sera will cross-reference recent PRs and deploys against the incident timeline, so you'll know if a code or config change is the likely culprit.

Datadog, Grafana, Sentry. Connect your observability stack and every investigation gets richer signal to work from.