Pager fatigue: Making the invisible work visible

As much as product teams hope their issues won't break outside of office hours, they will. However, being woken up to fix a problem is even more frustrating when the team's manager tries to comfort them first. At incident.io, the company uses its own product to track pager fatigue among its engineers, which can be debilitating and impact performance. The Fatigue Score is a tool that surfaces a dashboard called The Morning Report in team channels every morning, showing each responder's fatigue score at 7am, along with activities that contributed to it over the past 24 hours. This score ranges from unaffected to severely disrupted and helps managers add visibility for both engineers and teams, as well as visualize fatigue over time to identify trends and potential issues. While the Fatigue Score is not an exact science, it starts a conversation between managers and teams about pager fatigue and highlights the sometimes invisible work that goes on overnight.

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