Meaning of "Total Alerts" column in "Alert Metrics Per User"

[Kenny Vu]

I'm viewing Team Productivity Analytics, and on this page, there's a table for "Alert Metrics Per User". There are 3 columns I have questions about: Total Alerts, Acknowledged Alerts, and Escalated Alerts. For many people on our team, Total Alerts is NOT the sum of Acknowledged Alerts and Escalated Alerts, and I'm trying to understand why. Here are some of the reasons why I think they may not sum up:

• Alerts may be closed before they are ack'd or escalated
• Alerts may not be acked but also may not have an escalation policy defined

The 2 scenarios above would account for when the sum of ack'd alerts and escalated alerts is lower than Total Alerts.

Is my understanding above correct?

But how do I have team members where the total Number of Alerts is less than the sum of ack'd alerts and escalated alerts? Could this happen when teammates have alerts escalated to them from someone else?

[Skyler Ataide]

Hey there Kenny! 

The Alert Metrics per User report shows the total alerts that the user received, how many of those total alerts were acknowledged by that same user, and how many of those total alerts got escalated. Total alerts would not have to be the sum of Acknowledged Alerts and Escalated Alerts. This is because the Acknowledged Alerts and Escalated Alerts are drawn from the total pool of alerts that were assigned to the user. 

For example, looking at the first row/user in the screenshot you provided. This user received a total of 5 alerts. Of those 5 alerts, they acknowledged 3 of them, and 2 of them were escalated. It is possible for the same alert to be acknowledged, as well as escalated. In this case, that alert would be counted in all three columns. 

Let me know if this makes sense of if you have any questions! Also, here is a link to our documentation on the Alert Metrics per User report. 

[Kenny Vu]

Thanks, Skyler. This makes sense. A follow-up question...

If an alert is escalated from user A to user B, does user B's alert count increase by 1? 

[Skyler Ataide]

You're welcome! In this case where an alert is escalated from user A to user B, user B's alert count does increase by 1. This alert would be counted in the "Total Alerts" column for both user A and user B, and it would also be counted in the "Escalated Alerts" column for user A. 

The "Total Alerts" column is calculated for users that are notified for an alert. So if both user A and user B are notified for the same alert, then it will be counted in the "Total Alerts" column for both users.